Criticality Levels & Help

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.

1. 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
2. Identify yourself as a Desktop Support Client
3. Give your name, Andrew ID, department & location
4. Be seated in front of the machine with which you are experiencing problems
5. Be prepared to offer a clear description of the problem
6. Provide a clear description of the impact of the problem as outlined below:

Criticality Levels

Urgent Issues (Immediate Call to DSP @ 412-268-6959)
Response Immediate or within 30 minutes

• Workstation will not start or it starts and has a blue screen
• Client/User can't log in to their workstation
• Client/User can't connect to server
• Client/User can't launch or use a business critical application
• Client/User can't print to any workgroup printer(s). (We don't consider it an emergency if the client/user can't print to their primary printer but can print to a secondary workgroup printer)

Important Issues (Email DSP at dsp@andrew.cmu.edu)
Response within 3 hrs

• Workstation received error message but client/user can continue to work.
• Client/User can’t launch non-critical business applications
• Client/User can’t print to a specific printer within the workgroup
• Client/User is experiencing performance issues related to PC or business applications
• Virus has been placed in quarantine on your PC.

General Issues (Email DSP at dsp@andrew.cmu.edu)
Response 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 Issue or Entered by DSP consultant)
Response 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