Before You Begin
Confirm your department’s SLA coverage or request a consultation.
Gather information about your devices and support needs.
Objective or Task
Learn how to request desktop support under an SLA and what services are included.
Instructions
Request SLA Support
- Contact Desktop Support at 502-852-4318 or submit a ticket online.
- Provide your department details and device information.
Consult and Review Services
- ITS will advise on technology purchases, imaging and support options.
- Review and approve service agreement terms.
Access SLA Services
- Covered services include hardware/software support, antivirus, file share management and remote assistance.
Outcome
After completing these steps, your department will receive comprehensive desktop support under an SLA.
Further Readings
Need Additional Help
• Contact the ITS HelpDesk: Call 502-852-7997 during business hours:
o Monday through Thursday: 6:00am – 10:00pm
o Friday: 6:00am – 5:00pm
o Saturday: 7:00am – 5:00pm
o Sunday: 10:00am – 10:00pm
o University Holidays: 7:00am – 5:00pm
o Closed on Thanksgiving, the day after Thanksgiving, and Christmas.
o If you have an emergency during off hours, call the HelpDesk to be transferred to an on-call technician, or leave your request on voicemail. Your call will be returned the next day starting at 7am unless you specify a time.
• Live Chat: Chat with the ITS HelpDesk at https://apps.louisville.edu/it/livechat/phplive.php during business hours.
• Submit a Ticket: Use the self-service portal at http://service.louisville.edu to log requests or check the status of existing tickets.
• In-Person Support: Visit the iTechConnect 1:1 help located on the lower level of the Miller Information Technology Center, Belknap Campus, during business hours.