General Expectations for the Team:
- We will demonstrate strong communication skills.
- We will maintain a high level of professionalism at all times.
- We will work to solve problems in a cost effective and timely manner.
On-Campus Support:
- Phone support provided during business hours: M-F 8am to 5pm.
- Non-critical support follow-up expected within 4 hours during normal business hours.
- Critical support follow-up expected within 1 hour during normal business hours.
Off-Campus Support:
- Phone support provided during business hours: M-F 8am to 5pm.
- Non-critical support follow-up expected within 24 hours during normal business hours.
- Critical support follow-up expected within 4 hours (if possible) during normal business hours.
- Support staff may travel to the problem when necessary.
- Admin access may be provided on a case-by-case basis via a separate account.