TechSupport After-hours Support & Surge Support

Reference

This Knowledge Base article is intended to provide information on the After-hours and Surge Support offerings for IT. 

Information

After-hours Support

• This is defined as technical support provided by non-WesternU technicians outside of our traditional university business hours of 8:00AM-5:00PM (Monday-Friday).
• This occurs because WesternU does not employ helpdesk technicians that work outside of traditional business hours, but in an effort to provide the best support to our students and employees who may be working all hours of the day, we partner with a outside resource to provide this support. 

Surge Support

• This is defined as technical support provided by non-WesternU technicians during traditional business hours, 8:00AM-5:00PM (Monday-Friday). 
• This occurs because there is a finite amount of WesternU helpdesk technicians and there are times when all technicians are unavailable. WesternU technicians may be unavailable because they are already on a phone call with a customer, they may be attending a departmental meeting, or performing other job duties which require them to be away from phones (e.g. helping customers in-person, assisting field technicians when resources are limited, etc.) 

Services Provided

• Password resets.
• Basic IT trouble shooting.  
• Zoom is used to remotely assist with IT related issues.  
   

Requested Information

• 🚩 Please be mindful that these technicians are not WesternU employees, they are likely unfamiliar with our buildings, classrooms, personnel, etc. without referencing information/documents that have been provided to them. Please be patient, treat them with the same level of respect you would a fellow WesternU employee, and provide them with the information requested so they can effectively triage, document, troubleshoot and resolve or escalate your call as appropriate. 
• Please be prepared to provide any combination of the following information: 
  • Your name
  • Your location
  • A contact phone number
  • Your WesternU email or third party email
  • Your WesternU Employee or Student ID number

Additional Information 

• A ticket will be created for every Surge Support / After-hours support call. 
• Tickets will be Resolved or Escalated to the appropriate group for resolution.
• A survey is provided after every Surge Support / After-hours support call, please use those surveys to provide feedback on the service received.