CLA Office of Information Technology
4help@umn.edu
612-624-4357

General Support and Consulting

Our multi-layered support model ensures there is always someone available and that every member of our staff has a team of experts at his or her disposal; and yet, we do our best to maintain a personal connection to each department and user.

The Service Desk acts as the hub of our support operations and provides a single point of contact for all needs. It is just one part of a comprehensive package that includes both field technicians and subject matter experts. In addition to troubleshooting expertise, all of our staff members serve as consultants who can guide you to the best technology resources available in the college, the University, and beyond.

Eligibility

CLA faculty, staff, and graduate students

What We Do

In general:
- If it’s broken, we try to fix it.
- If you need it, we try to get it.
- If you don’t understand it, we try to teach you.
Reach us via phone, email, or in person.
Assistance in your office, over the phone, or using remote control tools.
Immediate assistance or scheduled appointments with technical experts.
All requests documented for clarity, effective communication, follow-through, and, if necessary, escalation.
Single point of contact.
Guidance to all of CLA-OIT’s offered services.

What We Don't Do

Option to first contact technicians directly and skip the Service Desk.
Support off campus.
Support for technology/devices that do not meet our minimum criteria (age, ownership, etc.)
Support for violating policy or breaking the law, but we will help you work within them.

What You Need to Do

Contact us through the Service Desk.
Bring supportable devices to campus for tech support.

Availability

Standard Support Hours
Monday–Friday, 8:00 a.m.–4:30 p.m.
Also by appointment.

Detailed Availability

Our Commitment

Response Times During Standard Support Hours

If you call the Service Desk (4-4357), expect an immediate response, or within 10 minutes if all the lines are busy. If you wish to leave a message, we'll call you back within 30 minutes.
If you need immediate on-site help, we'll have someone to you within 5 to 30 minutes.
If you email us (4help@umn.edu), we'll respond within 4 hours.
If you want the technician or fellow assigned to your department, we'll schedule an appointment ASAP or at your convenience.
Voicemail and email messages received in the evenings and weekends are casually monitored by staff for emergency issues affecting critical systems, but all requests will be addressed when the Service Desk reopens.

Resolution Times

We strive to resolve issues as soon as possible, preferably with same-day service.
In some cases, a resolution will take longer. However, no request for support will sit without an update of some kind for more than 5 business days. See specific service descriptions for more details.

Contact

CLA Service Desk
Call: 612-624-4357 (4-HELP)
Email: 4help@umn.edu