Service Response Agreement


Response time commitments do not promise a complete resolution within the stated time frames. It promises the Client will receive a confirming call from the Technical Support personnel, thereby initiating the problem resolution activities. ITS provides support from 8:00 to 5:00, Monday through Friday to faculty, staff and students

Level of Service is as follows

During Standard Hours of Support

Priority Description Response  Time
1 System outage, no response to critical need 1 Hour
2 System is responding, but at less than optimal requirements for needed service  8 Hours
3 General technical problem that does not impact immediate service need Next Business Day

After (Standard) Hours of Support

Priority Description Response Time
1 System outage, no response to critical need Following Morning
2 & 3 System is responding, but at less than optimal requirements for needed service or General technical problem Next Business Day

For all other services contact your College or Department System Administrator.

College or Department System Administrator Phone
 Agriculture & Human Science  Dr. Paul Johnson  936-261-5029
 School of Architecture  Yunsik Song  936-261-9818
 Business  Henry Rose  936-261-9215
 Education  Lynn Smith  936- 261-3634
 Juvenile Justice  Leonard Romans  936-261-5203
 Nursing  Terran Boyd  713-797-7044
 Nursing Laptop Program  Tennecia Nelson  713-797-7040
 J.B. Coleman Library  Bruce Lacey  936-261-1505
 University College  George Thomas  936-261-3698
 Engineering  Chris Glavez  936-261-9944
 Engineering  John Mayfield  936-261-9849
 Electrical & Computer Engineering  Riaz Kureshi  936-261-9922
 Computer Science
 Distance Learning  Sam Adams  936-261-3284

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