This serves as a service level agreement (SLA) between the Arcadia Campus Community and the Information Technology (IT) Team that will document the following:

The IT Team is set up with the following service teams:

The campus community may request help or service from IT for any service that we offer.  There are four methods of contacting IT for assistance.

Email or service requests that are sent to helpdesk@arcadia.edu will be processed during regular business hours (as defined in the Hours of Coverage section). The IT Ticketing System tracks questions, problems, incidents and projects that are emailed to us.

Phone service is available during regular business hours (as defined in the Hours of Coverage section). Messages left during off hours will be processed on the next business day.

By utilizing the web portal helpdesk.arcadia.edu, you can see our Knowledge Base and find typical answers to your questions, submit a ticket on a variety of request topics or even sign into the system and track your own tickets that you have submitted.  

In-person service is available during regular business hours (as defined in the Hours of Coverage section). We are located in Taylor Hall – Room 100, across from the Registrar’s Office.

Members of the Enterprise Applications Team, Infrastructure Team and Digital Learning Services Team, in addition to the CIO are located at (Location TBD).  They are available during regular business hours (as defined in the Hours of Coverage section).

Within IT we use a Priority-Impact Matrix which determines the level of urgency for any situation. The levels of urgency are defined here:

Urgent: Can not complete any work (System Failures).

High: Can not complete any work.

Medium: Can work around the issue

Low: Issue does not impact daily processes.

While everyone’s issue may seem like it is urgent, Urgent Incidents are a special classification of incidents.  These types of incidents cause serious interruptions of business activities and will be solved with greater urgency.

Within the IT Department we use a Priority Code Response Time Chart.  This chart outlines the targeted response and resolution times for any ticket, incident or issue that is submitted to the help desk.  Our goal is to assign and acknowledge them within 4 business hours of receipt.  Many service requests have varying response times and due dates.  Please refer to the chart below:

The ITSS Help Desk has four tiers of escalation.  By organizing into Tier levels we can make sure the appropriate team member is working on the appropriate issue.  Most common and routine issues should be resolved by the first point of contact.  More complex issues will require more time and a higher skilled individual to handle it. 

We do not remain at the event location for the full duration of the event. 

For larger events this service may be provided, depending on staff availability and meeting notice requirements. 

During normal operating hours our support staff can be reached by calling the IT Helpdesk at 215-572-2898, and someone will be immediately dispatched to provide support. 

Outside of operating hours support must be requested with the appropriate amount of notice.

Weekend support is available upon request, but must be requested a minimum of 3 weeks (15 business days) in advance of the scheduled event. 

Note: If your event is a recurring weekend event, all scheduled sessions should be provided upon initial request. 

If the notice requirements are not met, the options we offer are: 

To make sure we dispatch the proper staff and/or student worker, please have ready some basic information about the issue you’re experiencing. Vague information, such as “it’s not working,” may result in delayed resolution.

Some things to look for:

Computer setup is the process of delivering computers and accessories (when appropriate and approved) to the full time faculty and staff at Arcadia. IT, as part of this process, will ensure that all hardware and software (standard and specially licensed) is installed and working properly.  This process also includes the copy of all work related files from existing University issued computers (if applicable) to the replacement computer.  Part-time employees are not eligible for computers from the university (unless otherwise approved by department head, VP and CIO).

Computers are replaced for end users on a four year rotating cycle.  This takes place from March to May each year.  You will be contacted early in the year if you are due for an upgrade in the current year.  

Most systems will require you to keep them up to date.  We have systems in place to force restarts on devices when new updates are released and they are deemed critical for Information Security.  Please do not disregard these messages and restart when requested.

Please see our website for discounted software and hardware purchases.