Information Technology - Service Guidelines
Summary
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Posted by , Last modified by Tim Fuller on 19 February 2020 11:27 AM
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If you have any questions, see contact information listed on document or submit a ticket.
Information Technology Service Guidelines
Statement of Intent
The purpose of these guidelines is to ensure that the proper elements and commitment are in
place to provide optimal services for the business/academic function. These guidelines are not
meant to override current procedures, but to complement them.
Request Resolution Time
The request resolution time in the table below represents the target time to resolution. This list is
for day-to-day operational processes. Requests that impact strategic priority or impact business
critical functions should be escalated as needed.
| Request Time Escalation Contact | Time | Escalation Contact |
| New Hardware | 15-30 Business Days | Mike Fusko |
| New Non-Standard Software Applications | 15-30 Business Days | Mike Fusko |
| New Networking Connectivity | 15-30 Business Days | Doug Jaquays |
| New User Accounts | 15-30 Business Days | Jim Lightcap |
| Level 1 Support | Same day – 2 Business Days | Jim Lightcap |
| Level 2 Support | 3-5 Business Days | Jim Lightcap |
| Infrastructure Support | 5-10 Business Days | Doug Jaquays |
Projects
Projects can take longer and need to be planned in advance. Projects are a sequence of tasks
planned from beginning to end, bounded by time, resources and required results. Please contact
Carol, Doug or Jim for discussion of new projects and we will collaborate with you to get a
reasonable time frame for start through completion.
Escalation of Requests
In the event that a request for service has not been resolved appropriately or there is an
unexplained delay in resolution beyond the above guidelines, you may request the ticket be
escalated to the appropriate manager. This can be done in a reply to the support ticket or by
contacting the manager directly. Lastly, the Director of Information Technology should be
contacted in cases where a manager is unavailable or unable to resolve the issue.
IT Support
The IT Support staff is responsible for the installation, troubleshooting, and maintenance of
workstation hardware, network printers and desktop applications. The Support team provides
level I and II technical support to all WMed users and guests for all issues pertaining to WMed
supported hardware, software, and network connectivity. Requests for service can be made
through the WMed support system; e-mail; telephone; and in person at the Oakland Drive and
Upjohn campuses.
Contact:
Jim Lightcap
IT Customer Service Manager
269-337-4519
James.lightcap@med.wmich.edu
IT Infrastructure
The IT Infrastructure team is responsible for the planning, implementation, maintenance and
administration of WMed IT services. This includes network connectivity; physical and virtual
servers; enterprise storage platforms; user identity and access; web development; desktop and
software deployment planning; and Software as a Service administration. Support requests
requiring advanced system knowledge are escalated to the infrastructure team for resolution.
Contact:
Doug Jaquays
Infrastructure Manager
269-337-6488
Doug.jaquays@med.wmich.edu
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