What
to Expect from DIS
We understand that when your computer isn't working properly, your workflow can be greatly disrupted.
In order to accommodate all of our clients in as timely a manner as possible, we have developed standard response times that can be expected when you have to contact DIS for technical support.
You should review and remain aware of our DIS Escalation Policy. This lets you know how long it should take before your problem will be resolved, as well as our own internal notification procedures should your incident's resolution take longer than expected.
The Help Desk processes your request the same way every time. It will expedite your call to the Help Desk if you have the following information available:
1) Your UMC employee or student number.
2) The UMC property control number from your computer.
3) The room number where the machine is located.
4) Your phone number, or the number where someone can be contacted for this problem.
5) The operating system from your computer (i.e. Windows 98, Windows XP, Windows NT).
Computer issues go through a specific series of events before they are resolved.
There is a specific notification procedure when there are updates to your tickets. You will receive emails at certain points through the process.