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Guidelines for OIT Support

We are always happy to provide technology help, within the following guidelines. We will end sessions in which these guidelines are not observed, and repeated instances of failure to observe these guidelines may result in losing access to our services.

Plan for contacting OIT

We want to ensure that you have our full attention when you contact us. Please only reach out to us via phone or chat when you are in front of your computer or device and able to follow any requested instructions and/or troubleshooting steps. Please refrain from calling OIT while driving or engaging in other activities. If you are unable to comply, we will request that you contact us at a more convenient time and terminate the session.

We’re here to help

We understand that technology can be frustrating at times, but we’re here to help! If you have any questions or concerns about the troubleshooting steps or solutions provided by OIT staff, please don’t hesitate to ask. However, we have established procedures for solving and escalating problems. If you are unable or unwilling to follow the recommended action, we can email you the instructions to try on your own at a more convenient time. If you argue or raise your voice with our team, we will end the session and request that you contact us when you are less frustrated.

We’ll do our best to help

We’re committed to providing technical assistance for the technologies that OIT supports. If you request assistance with technology that OIT does not support, we will attempt to redirect you to the appropriate group that does. If we are unsure who supports the requested technologies, it is the end-user’s responsibility to find the correct support.

If you are meeting with an OIT consultant, you are expected to show up on time for your meeting. If you are unable to attend the meeting and you do not inform the assigned consultant of your cancelation, then all other users with appointments will receive service prior to a newly agreed upon meeting time.

We’re here for technical assistance only

While we’re happy to help with any technical issues related to your role as a student, staff, or faculty member, we are unable to assist with anything related to personal matters. If you need assistance with personal matters, even if you are using an OIT-provided technology, such as email or Microsoft Office, we cannot provide assistance and recommend seeking a third-party to help. If you are unable to direct attention to the technical problem, we will request you contact outside assistance and end the session.

Respectful communication is key

We expect all members of our university community to behave respectfully and courteously when seeking help from us. Any actions that disrupt our services or the members of our university community, such as shouting, swearing, or making threats, will not be tolerated. We will end the conversation immediately if you engage in this type of behavior.