Solutions Hub IT Support Types and Expectations

The Solutions Hub is committed to delivering responsive, reliable, and compassionate IT support that empowers our campus community.

We strive to resolve issues efficiently, foster collaboration, and continuously improve service quality; ensuring every interaction reflects our dedication to excellence, inclusiveness, and wellness.

The Solutions Hub offers many support channels, so that you can choose to get support the way you like.

Support Channels Information Description Response Expectations Phone 515-271-1522 Our phone support team is ready to help 24 hours a day 7 days a week excluding University Holidays. Most calls are answered within 2 minutes. Wait times may be longer during busy times. If wait times are more than 15 minutes, you will be prompted to leave a voicemail for a callback. Email SolutionsHub@dmu.edu Emails sent to the Solutions Hub mailbox will be added to the ticket queue, prioritized, and routed to the IT team best able to respond to your issue or request. Our goal is to respond to each email within 4 hours for emails received between 6AM and 5PM. Emails received after 5PM will be responded to on the next business day. A response may include solution steps, a link to a kb article, request to schedule a meeting to troubleshoot, or a notice that the ticket has been escalated to specific IT team for additional triage and resolution. Urgent support requests should not be submitted by email.
In Person/Deskside Edge of Advancement 2nd floor
Check-In! In person support is available at the Solutions Hub walk-up desk located on the 2nd floor of Edge of Advancement. A Solutions Hub team member will great you and assist with your technology problems or questions. In person support, available between 7:30AM and 4:30PM, is managed by our Solutions Hub check in system and is first come first serve. Wait times will vary based on demand.
Online Portal and Knowledgebase solutionshub.dmu.edu
The Solutions Hub Portal located at https:/solutionshub.dmu.edu includes a self-service knowledgebase, service request catalog, incident submission form, and the in person support check in page. Incidents and unautomated requests will be added to the ticket queue, prioritized, and routed to the IT team best able to respond to your issue or request. Automated requests will be fulfilled immediately or upon approval if required. Online Portal (Urgent) Urgent Classroom Support
Urgent Clinic Support
Urgent request items are available on the Solutions Hub portal for reporting Urgent Classroom Requests and Urgent Clinic Request.
In each classroom the urgent classroom support request item is available via a shortcut on the classroom computer desktop or by using a mobile device to scan the QR code posted next to the AV controller. Urgent requests can be submitted between the hours of 7:30AM and 4:30PM Monday through Friday. Urgent request items immediately notify the appropriate ITS team via phone call and text message.
If an urgent requested is not acknowledged within 3 minutes, it is escalated to a backup team for acknowledgement.
If not acknowledged by the backup team within 3 minutes, the request is escalated to ITS leadership.
Once the ticket is acknowledge, an ITS support team member will arrive as quickly as possible.
Smart Locker Equipment Checkout Edge of Advancement 2nd floor The Solutions Hub Smart Lockers offer a convenient way to checkout IT and other equipment. Simply scan your badge and select the item you would like to check out. A door containing the selected item will open. Take your item, and then close the door. The Smart Lockers are located at the Solutions Hub on Edge of Advancement Level 2 and are available 24 x 7 for your IT and other equipment needs.
Items from the Smart Lockers are intended to be checked out no longer than 3 business days.
If you need an item for longer than 3 business days, please submit a long-term checkout request on https://Solutionshub.dmu.edu or email solutionshub@dmu.edu to make a reservation.

Support Type Hours Support Channel Types Description Standard Support 7:30AM to 4:30PM Monday through Friday In Person, Deskside, Email, Phone, Portal

All support channels are available during Standard support hours. Standard support includes incident response, request fulfillment, software support, hardware support, and general questions.

After Hours Support 4:30PM to 7:30AM Monday through Friday, All day Saturday and Sunday Email, Phone, Portal

Limited support is available after business hours including basic software support, password resets, and general questions. Requests for support that are unable to be resolved by the after hours team will be handled on the next business day.

Urgent Classroom Support 7:30AM to 4:30PM Monday through Friday Portal, QR Code, Classroom PC Shortcut

We understand that timing is critical and starting your classes on-time is extremely important. The Urgent Classroom Support request process is designed to provide timely support when AV issues prevent the start of learning.

Urgent Clinic Support 7:30AM to 4:30PM Monday through Friday Portal

We understand that the Clinic has unique support needs and patient care can be impacted when systems go down. The Urgent Classroom Support request process is designed to reduce impacts to patient care and experience.

Major Incident Support 24 hours a day Phone, Voicemail

System outages, Network outages, and Cyber security incidents can be reported 24x7 365 days a year. These major incidents will be handled as quickly as possible.

Click here to learn how tickets are prioritized

Click here for the Solutions Hub Support FAQ