Date Last Reviewed:
10/29/2007
ONE & DONE - Frontline staff resolves the problem on the initial phone call.
CATCH & DISPATCH - Frontline staff obtains information and escalates to specialized support groups.
| Type of Problem | Response Time |
| On-site visit required to diagnose | 2 Business days |
| On-site visit not required to diagnose | 1 Business day |
| Significant impact | 4 hours |
| Classroom impact | 1 hour |
| Service Level Agreement | varies* |
*Service Level Agreement - a contractual service commitment that may supersede general response times. To inquire about an SLA with the Helpdesk, e-mail helpdesk@niu.edu.