Service Desk Details & Tips

Non-Immediate - Email Us

Email us for non-urgent requests. When you email us we will respond within 24 hours, Monday through Thursday. Requests emailed from the start of business Friday up to the start of business on Monday will be responded to by the close of business Monday.

• Proving details of the problem — error messages or screenshots — can help.
• It's also good to know when the problem started and if anything recently changed.
• If email communication ever feels frustrating we encourage you to schedule a time to talk or simply call us (see below).

Immediate - Call Us

Call us when you need help with immediate needs. We will answer your call and provide immediate technical support. If possible, we will resolve the issue on the call. Some issues may need to be escalated to the next-tier technician. For complex issues, we may need to schedule a time when you are free to work with one of our specialized technicians.

Follow-ups

Both emailing and calling us will create a service request. Each request is assigned a ticket number. This number can be helpful to reference if you have multiple requests open with us. You will receive an email update with information and the next steps. It's important to acknowledge and respond to these messages. If we receive no response then we send three follow-up reminders before the request automatically closes. Of course, you can always contact us again to re-open a request.

Resolution - Problem Solved!

Or is it? Sometimes problems appear resolved only to return. If a problem returns we want to hear from you.

Also, even if we're not the ones to solve the problem, it's helpful to share with us if the issue was resolved on its own or due to a change — what fixed it? Responding with this information could help resolve or avoid a similar problem for others.