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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.

  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:

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

Support Contact


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