The KnowledgeBase (KB) team's standard support hours are Monday-Friday 9:00 a.m. to 5:00 p.m..
Support requests and inquiries can be submitted to the KB team by emailing email@example.com. The KB teams strives to reply to:
If your request is an emergency, after hours, or on a holiday, email the KB Team (firstname.lastname@example.org) and contact the DoIT Help Desk (email@example.com). The Help Desk is available via phone, email, and live chat.
If there is an outage or degraded service, the Help Desk will post an outage and escalate the status of the request with the KB team. Help Desk representatives will follow an internal escalation process. This includes notifying the the lead technologist(s) and the service coordinator.
Note: The KB team primarily responds during normal business hours. Outages, degraded service, and emergencies are addressed on an as-needed basis. After being notified of a service disruption the KB team will make a best effort attempt to restore services as quickly as is feasible and provide an updates on the status of the request.