A response is a communication you receive on items emailed to support@yueyum.com. Resolution occurs when the issue emailed to support@yueyum.com has been satisfied and no longer a problem.

You will receive an initial response within 1 to 2 business days. However, during the start of a semester, the initial response may be 1-4 business days.

您的电子邮件将成为帮助台票. The helpdesk ticket will become a task for the 分 CIT to assign resources to and work on.

Issue priorities are used to determine the urgency of items submitted to support@yueyum.com. 有三个优先级， 低, 媒介, 高.

优先级

高: Items reported that affect the ability of a student, 工作人员 or faculty member to do their job or interact with a professor. Example: A 工作人员 computer that does not turn on would be, high priority.

媒介: Items reported that affect a single system a student, 工作人员 or faculty member may use but not all. Example: A student that can access CAMS and email but cannot access 黑板上 would be, 中优先级.

低: Items reported that are projects or do not affect systems used by students, 工作人员, 或者直接是教职员工. 硬件或软件安装, 或者公共使用电脑的问题, 或者个人电脑问题, or personal use software/websites would be considered, 低优先级. Example: A lab computer that doesn’t boot would be, 低优先级.

Issue categories are used to classify items emailed to support@yueyum.com so that we may report on issues submitted and assign appropriate resources.

问题应通过电子邮件发送至 support@yueyum.com

虽然我们可以给出解决问题的目标, not every issue received will be resolved within that time frame due to circumstances beyond our control. Resolution time is based on the ticket category and priority. Please keep in mind that during semester starts these goals will flex based on demand. Please keep in mind that during semester starts, these goals will flex based on demand.

解决时间目标:
(不包括周末)

Please know we are here to serve and have finite resources to do so. Every effort is made to resolve issues as soon as possible and within reason. Should you feel we have not lived up to our commitment to serve, please use the complaint form located on the 分’s website.

不，你不应该告诉他们你的问题. 相反，请发邮件支持. 实现我们在问题上的解决目标, we have to work on items as received and based on category/priority. To interrupt someone in the middle of a task will further delay resolution on your issue 以及 the issue they are currently assigned. Data from reported tickets is used to plan for support resources, 确定培训需求, 以及, to identify process improvement opportunities. This data is also used to see if we are meeting our targeted resolution goals.

Unfortunately, at this time we are not able to offer first response phone support. This is under review for future semesters.

教师 and 工作人员 accounts are created once HR has completed their process and notifies IT. 账户 are created within 24 hours of received notice from HR.

Student accounts are created one the student has courses in the system.

注意: This process has been reviewed and is being adjusted for future semesters