Submitted by sdweir on Fri, 2010-02-19 12:15.
Description
The University of Calgary’s Information Technologies (IT) Support Centre is the central point of contact for assistance, information, and referrals pertaining to ALL IT services.
All services offered by IT are listed in the online Service Catalogue,
Assistance, information and referrals can be provided through email, phone, online service request, or in-person at the IT Support Centre location on the 7th floor of Math Sciences. Since IT Support Centre staff are focused on providing phone, email and in-person support, they are not available to make on-site visits.
Service Includes
- Centralization of support
- Troubleshooting and technical support for all IT services
- Incident Management
- Problem Identification
- Incident Escalation
- Incident Ownership
Service Excludes
- Support for non-IT Services
- On-site support
- Non-University of Calgary Network Administration or Residential Internet Services (TELUS/Shaw)
- Installation of software purchased from the IT Support Centre
Eligibility
- Faculty
- Staff
- Researchers
- Undergraduate Students
- Graduate Students
Charges
There is no charge to eligible end-users for basic support services provided by the IT Support Centre at the Tier 1 level. All costs are paid from the base budget of Information Technologies.
If the Support Centre is unable to resolve an incident, it will be escalated to a Tier 2 group. Services provided by some Tier 2 groups may require a service charge.
The purchasing of a software license may also entail an additional charge.
