Technology Help Request Policy #5.2205

Purpose/Authority

In order to prioritize, track, and assign request for assistance in an efficient and timely manner, South Central College will institute a technology help request policy.

Scope/Applicability

This policy is to inform all South Central College employees, faculty, students, and guests.

Major Sections

Each help request will be tracked and prioritized according to the following criteria:

Priority A-College-wide issues

• Server and Infrastructure problems.
• Lab or Classroom workstation problems that actively affect teaching and learning.
• Administrative systems that directly affect service to students.
• AV equipment not working in a classroom

Priority B

• Workstation problems that affect work directly affecting teaching, students and administrative tasks of an urgent nature.
• Lab workstations that are not urgent but reflect on the quality of service.

Priority C

• Administrative systems that are not urgent, but affect the normal flow of work.
• Workstation problems that are not urgent, but affect the normal flow of work.

Priority D

• Other problems and/or projects that are of a longer term in nature

Technology help can be requested in three ways: Calling 507-389-7280, sending an e-mail to “helpdesk@southcentral.edu,” or by visiting the help desk in person in room C190 on the North Mankato campus. the help desk kiosk in C230, or the IT office in A109-B on the Faribault campus. No services will be provided until a request is made as noted above.

Date of last review: April 3, 2025