Help Desk

Help Desk provides telephone and/or email access to highly skilled engineers. Staff are personally available Monday-Friday between the hours of 7:30am and 7:30pm (Central Standard Time) and can be accessed through voice mail and paging systems for extended coverage. Communication with the Help Desk during non-peak hours is accomplished via phone which engages the voice mail system automatically paging staff. If the message is determined an emergency (affecting multiple users) escalation procedures will begin, if the call is determined a non-emergency it will be addressed the following business day.

When the help desk is contacted, an engineer will check available information and make an assessment to ensure appropriate actions are put into place. Furthermore, Support Services will:

• Discuss an action plan with the customer if required.
  
  
• Escalate to additional engineering resources, with the goal of providing an acceptable workaround or solution.
  
  
• Prioritize and provide a solution based on the severity of the problem, impact on the customer's business and whether a workaround is available if a patch is deemed necessary.