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– Minnesota State University, Mankato
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Minnesota State University, Mankato

Minnesota State University, Mankato

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Page address: http://www.mnsu.edu/its/help/sla.html

Customer Services Service Level Agreement

Mission Statement

The mission of Customer Services is to provide a formal interface between Information & Technology Services and MSU clientele (students, faculty, and staff).

The efficiency and quality of Customer Services are measured by speed of response to service calls; rapid identification of callers, problems, and potential solutions; rigorous call follow-up; accurate recording and analysis of operations to identify trends, correct systemic weaknesses, and reinforce strengths.

Hours of Operation

Monday – Friday 7:30 a.m. to 7:00 p.m.
Web based and voice recording: 24/7
Scheduled system maintenance (Help Desk web systems): Fridays, 3:00 – 4:00 p.m.

Response Time

Maximum initial response time on requests to Customer Services during normal hours of operation:
Help Desk walk-in: 5 minutes
Voice message (507-389-6654): 30 minutes
Web message: 30 minutes
Email addressed to helpdesk@mnsu.edu: 30 minutes

Time required for resolution of service calls will vary, depending upon the nature of the problem and availability of personnel. While most problems will be resolved immediately, others may require a scheduled appointment.

Software and Hardware Supported

Software and Hardware standards are available at /its/started/standards/

Levels of support for applications vary from basic installs to expert level.

Faculty and Staff Support

  • Hardware installation and configuration
  • Troubleshoot and coordinate hardware repairs
  • Software installation, updates and configuration: See Applications Supported
  • Network configuration and security
  • Imaging and backup assistance (to campus servers)

Student Laptop Support

  • Software configuration and hardware troubleshooting
  • Backup assistance