Response Time and Escalation
CIT’s goal is to respond to non-urgent support requests that are sent to systems-support@cornell.edu within two business days. The response will include both a confirmation that the problem has been assigned to a systems team member, and the best available estimate of when a resolution to the problem can be achieved.
Urgent requests, made during or outside of normal University business hours (M-F, 8:00AM- 5:00PM), should be made by calling the NOC (607-255-9900). The NOC will contact the on-call Systems Support staff to respond to the problem.
What Happens When you Submit a Request to the Systems Support Group?
An e-mail request creates a ticket in the RT queue (named for MIT's Request Tracker software). As confirmation that the request has been received, you should immediately receive an automated response with the ticket number.
Status Updates
For a status update on a request in the queue, you can reply to the most recent e-mail you received.
Escalation
If you have an urgent need for status, please contact the NOC (607-255-9900) to request the oncall person, or contact the Manager of Systems Administration, Mariann Carpenter.
Contact Information
For complete contact information and procedures, see the Contact Us page.