How To Report An Issue to DSP
DSP operates Monday through Friday, 8:30 a.m. to 5:00 p.m.
If you're a DSP customer who is experiencing a problem, contact DSP by following steps below. By properly following these steps, your inquiry will be expedited.
- Based on the levels of service listed below, contact the Desktop Support line at (412) 268-6959 or send e-mail to dsp@andrew.cmu.edu
- Identify yourself as a Desktop Support Client
- Give your name, Andrew ID, department & location
- Be seated in front of the machine with which you are experiencing problems
- Be prepared to offer a clear description of the problem
- Provide a clear description of the impact of the problem as outlined below:
Rating the Urgency of Your Issue
Urgent Issues
(Call DSP Immediately - 412-268-6959)
Response Time: Immediate or within 30 minutes
- Your workstation will not start or it starts and has a blue screen
- You cannot log in to your workstation
- You cannot connect to a needed server
- You cannot launch or use a business-critical application
- You cannot print to any workgroup printer(s). (It is not considered an emergency if you cannot print to your primary printer but can print to a secondary workgroup printer)
Important Issues
(Email DSP at dsp@andrew.cmu.edu)
Response Time: Within 3 hrs
- Your workstation received error message but you can continue to work.
- You cannot launch non-critical business applications
- You cannot print to a specific printer within your workgroup
- You are experiencing performance issues related to PC or business applications
- A virus has been placed in quarantine on your PC.
General Issues
(Email DSP at dsp@andrew.cmu.edu)
Response Time: Within 1 business day
- General question regarding functionality of computer equipment.
- General question regarding functionality of software
- Client/User would like DSP to evaluate new hardware/software needs of workgroup
- Training Request
- Would like to schedule service request
- New User setup and configuration
Project Issues
(Email DSP at dsp@andrew.cmu.edu)
Response Time: With regular project updates or as necessary
- Current issues related to projects currently being addressed by DSP consultants
- Current listing of outstanding tasks related to projects assigned to DSP consultants
