How to Reach Us  
From Your Desktop:
  
   
By Phone: x74652  
   
Email:
ss.techteam@ase.tufts.edu		  
   
Service Level Agreement
Student Services Technology Team
This document provides an overview of the level of service provided by the Student Services Technology Team.  All members of Student Services, Undergraduate Admissions, and the Graduate School of Arts and Sciences can expect the following response times to various requests for assistance.  Response time is defined as communicated acknowledgement of the problem, request, or comment by phone, email, or personal visitation.  Solutions to requests may often require a longer period of time, but requestors can expect to be informed of the needed extra time within these time frames.

Nature of Request

 How to Request Expected Response Time

Desktop Support

(non-emergency)

 HelpCenter, 7-4747, HelpCenter@ase.tufts.edu 4 Business Hours

Emergency

What is an emergency

 HelpCenter 1 Business Hours

Production Request

 Production Request System 2 Business Day

Project Request

 Production Request System, Speak with Trish or Andrew 1 Business Week

Shared Printer

 HelpCenter, 7-4747, HelpCenter@ase.tufts.edu 4 Business Hours

Personal Printer

 HelpCenter, 7-4747, HelpCenter@ase.tufts.edu 1 Business Day

Minor Web Content Update

 Tech on Call via HelpCenter 1 Business Day

New Employee Set Up

 HelpCenter, 7-4747, HelpCenter@ase.tufts.edu 1 Business Week