Effective July 1, 2011.
What to expect when requesting assistance
OIT utilizes a software-tracking system to record the issues sent to the e-mail address email@example.com. The system forwards each request to the appropriate OIT staff and documents the status of the issue as well as its resolution.
By utilizing multi-tiered technical support levels, OIT can effectively resolve user issues by directing users to the appropriate staff dependent upon the nature of the issue. For example:
Tier 1 – Initial support level for basic customer issues
Tier 2 – Support by personnel who have experience with a particular product or service
Tier 3 – Support that involves more difficult or advanced problems
OIT provides TAMHSC technology support according to the staffing schedule below. After hours, system outages are responded to by an on-call technician. Although most issues are resolved during the initial contact, sometimes it may be necessary to assign your issue to the appropriate OIT support staff or your local technician.
|Fully Staffed||Limited Staff||On Call||Walk up|
|Hours:||Mon-Fri 8am-5pm||Mon-Fri 8am-5pm||Mon-Fri after hours and weekends||Varies by location|
|Method of Contact:||firstname.lastname@example.orgemail@example.com||800-799-7472; wait for entire message and press 0 for the on-call technician||See chart for the Walk-up Area nearest you|
|Explanation of Method:||OIT makes every effort to ensure that staffing is consistent with user needs.||Limited staffing may occur due to weather, illness, vacation or providing classroom support.*||Responds to calls when support personnel are not available.||Responded to on a first come-first-served basis|
*Support staff at many TAMHSC locations perform classroom support functions, which is a priority of our institution. This may affect staffing levels at some locations.