Service Group


Service Dependencies


Service Department:

Infrastructure and Computing Services

Service Description

Brief Description:
VPN is a virtual private network that allows employees to safely connect to the college network over the internet by encrypting the connection from your computer. 
VPN provides access for employees to the college network resources from home.
Available Hours:
VPN is available 24/7. 


How to Access:
Your supervisor needs to fill out the VPN Access form for approval. Once the approval has been granted you will receive an email containing instructions on how to download the client and how to log in. 



All service level requests will be initially handled by the Service Desk. 

Priority Levels and Response Times:
A priority system will be applied to all calls and tickets by the Service Desk and routed to the appropriate department according to the following criteria:
Priority, Impact, Definition, Response Time, and Resolution Time

Priority: 1
Impact: Critical
Definition: A number of college systems impacted or affects multiple people significantly
Response Time: Within 30 minutes
Resolution Time: 4 business hours or until fixed
Priority: 2
Impact: High
Definition: Affects small number of people significantly
Response Time: Within 1 business hour
Resolution Time: 10 business hours
Priority: 3
Impact: Normal
Definition: Affects small  number of people, but work can still be performed
Response Time: Within 3 business hours
Resolution Time: 24 business hours
Priority: 4
Impact: Low
Definition: Affects One person, but work can still be performed
Response Time: Within 1 business day
Resolution Time: 48 to 72 business hours


Report a Problem

Problems with this service should be reported to the ITS Service Desk. The Service Desk is available Monday-Friday 8:00am-5:00pm. You can contact us directly by calling 704-216-7200 or by visiting our Service Desk Portal site. A ticket will be created to track this issue and provide further communications. 


Creation date: 12/16/2021 4:21 PM      Updated: 6/13/2023 12:17 PM