Telephone support: 8:30 A.M. to 6:00 P.M. Monday – Friday
Calls received out of office hours will be forwarded to a mobile phone and best efforts will be made to answer / action the call, however, there will be a backup answer phone service
Email support: Monitored 8:30 A.M. to 6:00 P.M. Monday – Friday
Emails received outside of office hours will be collected, however, no action can be guaranteed until the next working day.
Urgent Request Definition:
High-risk security-related matters that could result in data breach/loss/theft, infrastructure control take-over, and websites’ vulnerability.
Classroom teaching and learning (during session) including Wi-Fi connection, A/V, and streaming issues.
Response Time:
All urgent matters during office hours will be responded immediately with the consideration of onsite assistance travel time.
All non-urgent requests will be treated FIFO (first in first out) and receive the first response within 4 hours during office hours and shall be completed within 48 hours.