The lab Turnaround Time is as follows. These polices are enforced by a strict Service Level Agreement (SLA) system.
Turnaround Time is split into 2 categories: Response time and Resolution time.
The Initial Response time is the amount of time between when the lab receives your Print Request Ticket and when a technician responds to your request.
Ongoing Response time is the amount of time between when a customer responds to a Print Request Ticket and when a technician responds to your comment.
Resolution time is the amount of time between when the lab receives your Print Request Ticket and when your parts should be ready for pick up. Resolution time outside of our SLA policy is possible, and a technician will inform you if there is a possibility of this happening. This may be caused by extremely large prints, power outages, printer failure, or any other situation outside of our control. In this situation, the SLA policy will be manually adjusted.
The status of your ticket, including the SLA policy time, can be checked on using the public Print Request Number URL sent to you with the request acknowledgment email. A lab technician may be able to give an estimate of when a print can be started and finished. This estimate is not a guarantee.
1) Initial Response Time
Our SLA policy states that the initial response time shall be 2 business days or less.
2) Ongoing Response Time
Our SLA policy states that any ongoing response time shall be 2 business days or less.
3) Low Priority Resolution Time
Tickets submitted by students for classes 200 level and below are assigned as low priority.
Our SLA policy states that the resolution time for low priority tickets shall be 10 business days or less.
4) Medium Priority Resolution Time
Tickets submitted by students for classes 300 level and above are assigned as medium priority.
Our SLA policy states that the resolution time for medium priority tickets shall be 8 business days or less.
5) High Priority Resolution Time
Tickets submitted by faculty are assigned as high priority.
Our SLA policy states that the resolution time for high priority tickets shall be 6 business days or less.
Please note that faculty level submissions are intended for jobs that are going to affect a classroom learning experience. If you are a faculty member and would like to submit a low priority ticket, please say so in the tickets comments.
6) Capstone Resolution Time
A Capstone will generally be assigned Medium Priority.
Submit your ticket as soon as possible to avoid waiting in line behind other Capstone requests!
A business day is any day that school is in session. If there is not school, do not expect a lab technician to be working.
There may be limited summer hours - see Office Hours for updates.
Approved prints are grouped by priority level and queued in chronological order. The clock starts ticking only when a complete submission with error-free parts is received. Your resolution date may be extended as you submit new or updated parts to your ticket. Every new ticket, even those for the same project, receives its own resolution time.
For very large tickets, you may need to request a completion date beyond 10 business days. The requested completion date is not a guarantee, and if you need to change that due date to be sooner, please give our technicians at least 7 business days notice. A ticket will be deemed very large at the technicians' discretion.
poor planning does not change these policies or increase priority level
It is your responsibility to ensure that there is sufficient lead time to complete your project on time!