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- Services, access to services and accountability measures provided by IT are clearly documented in the /wiki/spaces/IT/pages/104976855. The /wiki/spaces/IT/pages/104976855 is continually updated with changes as information is provided regarding what services are offered, how to access services, and how to get assistance for services.
- Outages to services are considered Incidents. Incidents will be communicated and documented to all stakeholders via the /wiki/spaces/IT/pages/104976877 process.
- Services are provided in adhered to College policies and IT procedures found in the /wiki/spaces/IT/pages/104976855
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- The IT Department's hours of operation are 8:00am to 7:00pm EST Monday through Thursday, 8:00am to 4:30pm EST on Friday, excluding holidays and College closures. Customers may contact IT through any of the approved methods of contact.
- Requests submitted via the Jira Portal, email, or phone (voicemail) can be sent at any time are and are reviewed during the hours of operation.
- IT responds to off-hours unplanned outage Incidents as outlined in the /wiki/spaces/IT/pages/104976877 process. required.
Response
For response to technical support or service, the goal of IT is to acknowledge and assign requests based on request type. This does not indicate that the request for support or service will be resolved, only that the request has been responded to.
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