Expectations with Support

Expectations with On-Call Hours Support
A Service Technician remotely accesses voice mail from the 832.813.6600 extension within 30 minutes and checks emails every 2 hours. The technician assists the person electronically or escalates as required. Incidents reported outside “covered” and “on-call” hours will be handled on the next business day.

Expectations with After Hours Support
Although we do not staff yet for 24/7 support, we will respond after hours when a key service fails. We have monitoring capability to alert our staff when a key service is not working, and we respond accordingly.

All other incidents reported after hours will be handled on the next business day.

Calls will be escalated when incidents involving student services are experienced by multiple users; incidents involving a system wide outage occur; and incidents prohibiting a student from registering, adding or dropping a class or making a payment occur.