ITS - Policies and Standards

Service Level Statement:

ITS provides users of Cameron University with solutions to their computer related requests through the HelpDesk Center.

HelpDesk Center:
Ext. 2454
email at

Open from 8 a.m. to 5 p.m. Monday through Friday.
Closed from noon - 1 p.m.

ITS will first attempt to resolve your need over the phone.

If your situation requires site service, a technician will be assigned along with a severity code level.

Level 1 = immediate response
Level 2 = 4 to 8 hour response
Level 3 = next day response
Level 4 = response within 3 days
Level 5 = reserved for projects (more than 3 days response)

All site service requests are based on a first-come-first-serve basis.

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