For non-urgent support, please create your own Service Desk ticket via one of two forms on the Service Desk Portal
. Please review the descriptions below to determine if you should create a Service Request ticket or an Incident ticket or refer to the Service Request and Incident QRGs
- An Incident is an unplanned interruption to or quality reduction of an IT service. Incidents interrupt normal service, such as when a user's computer breaks or when the VPN won't connect.
- A Service Request is a request from a user for something to be provided such as account credentials, new hardware, license allocation, etc. A Service Request may need approvals before IT fulfills it
This support option should be reserved for issues that cause a disruption for multiple end-users to sites, have a significant business impact, or have an impact on revenue. Access to urgent or immediate support is available 24/7.
Live Chat (chat bubble in lower right corner)
After-hours Support (Starting Jan 15th - Service Desk will be 24x7x365)
If you are unable to resolve your issue using the self-service options and your issue is URGENT and must be resolved before the next business day, you may call the Service Desk at 1-877-243-5753; press option 2, and leave a detailed message including a good contact phone number. An on-call Service Desk analyst will contact you as soon as possible.