You can contact the IT Service Center by calling 303-735-HELP, walking into the service center, or by sending e-mail to email@example.com. When you contact the IT Service Center in any of these ways, our goal is to have an IT Service Center staff member resolve your service request or problem. If we are unable to do this, your request or problem gets escalated to a core expert.
If your request or problem gets escalated you can expect the following:
If your request or problem cannot be resolved by an IT Service Center staff member, it will be escalated to a core expert. You will be given a call reference number with which you can track the status of your request or problem by contacting the IT Service Center.
The escalation of your request or problem to a core expert is prescribed by a service level agreement that helps direct customer support issues to the correct expert and set response time expectations. When you receive your call reference number, you will also be told how long it should take to be contacted by that core expert. This response time does not mean that your request or problem will be resolved in that amount of time, but it means that the core expert will contact you regarding your request or problem. Response times vary for each core expert group.
If the resolution of a support issue requires the input of more than one core expert, the support call is referred, generating another response time expectation. All OIT support calls are tracked throughout any necessary escalations in order to provide consistent and timely service to you.