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 9am 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.
  • Admin access will be provided on a case-by-case basis via a separate account.

Off-Campus Support:

  • Phone support provided during business hours: M-F 9am 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 will travel to the problem when necessary.
  • Admin access will be provided on a case-by-case basis via a separate account.