Skip to main content

VMDP Desktop Support

 

CALL US DIRECTLY: (615) 343-3362

 

The Vanderbilt Managed Desktop Program (VMDP) offers desktop support and lifecycle management for end user computing devices in the university's administrative areas.

 

OBTAINING SUPPORT SERVICES

Normal Business Hours: Monday - Friday, 7:30 am - 6:00 pm

The primary means to obtain desktop computing support services is to phone IT at (615) 343-3362.

 

After Hours: 24/7 desktop support provided for emergencies

Please call (615) 322-2954 and report issues to the VUIT Network Operations Center. An on-call technician will return your call.

 

REQUEST TECHNICAL SUPPORT

Submit a Request Ticket

Chat with a technician online (normal business hours)

 

TICKETS

Creating a support request will result in the creation of a "ticket" within the IT Service Management system known as SerVU.

Targeted response times for tickets submitted during business hours will vary dependent upon severity or impacted service. See the Levels of Service section below.

 

LEVELS OF SERVICE

Prior to contacting support, please consider the following when communicating the appropriate level of service for which assistance is needed.

  • PRIORITY 1: Machine is not operational because of a hardware or software problem and critical work cannot be performed.
    • Service response targeted within 2 business hours after request for assistance

 

  • PRIORITY 2: A component, application, or critical feature is down and some work cannot be performed.
    • Service response targeted within 4 business hours after request for assistance

 

  • PRIORITY 3: Minor or intermittent incident such that work can continue.
    • Service response targeted within 8 business hours after request for assistance

 

  • PRIORITY 4: Routine request for maintenance, upgrades, or assistance with minor issues.
    • Service response targeted within 12 business hours after request for assistance