Policy:

In order to efficiently and fairly provide service to all supported parties, it is necessary to structure communications with the Systems Administration Unit. These communications include, but are not limited to: requests for support, purchases of equipment and/or software, new user creation, and access control issues.


Procedure:

• Any computing requests at INST or dealing with INST equipment or software are to be directed to the INST Systems Administration Unit. In the event that MSU ITS is required to be involved, the Systems Administration Unit will contact ITS or advise the requesting user to do so.

• Users can initiate communications with the Systems Administration Unit by sending e-mail to the helpdesk. The Helpdesk e-mail address is help@inst.msstate.edu.

• It is expected that communications will include a relevant subject, a detailed description of the problem or reason for the communication, and a relative priority.

• Requests will be handled in the order in which they are submitted, unless, at the discretion of the Systems Administration Unit, it is necessary to act on any one request sooner than one that was submitted before it. An example would be an issue that is preventing faculty, staff, or students from doing their work, or a deadline that is fast approaching.

Compliance:

The Systems Administration Unit will act only upon requests that arrive via the proper channels.