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Customer Services

Welcome to the Office of Information & Instructional Technology (OIIT) Customer Service web site, the University System of Georgia’s (USG) single point of contact for OIIT product and service support.

OIIT’s Customer Service Department and the Helpdesk provide services and a single point of contact, 24 hours a day, seven days a week, to log, track, and resolve requests regarding the following:

  • Georgia’s Virtual Library (GALILEO)
  • PeachNet
  • GeorgiaBEST (Banner Student Information System)
  • GeorgiaFIRST Financials and Human Resources Management Systems
  • GeorgiaVIEW (Blackboard Learning System™–Vista Enterprise License)
  • USG by the Numbers (USG123 Gateway to the USG Data Warehouse)
  • Georgia ONmyLINE

See the Service Level Guidelines for a complete list of services.

Submitting Self Service Support Requests

OIIT customers can submit a self-service support request to OIIT 24 hours a day, 7 days a week. Requests are processed in the order received during OIIT business hours (8:00 a.m. - 5:00 p.m., Monday - Friday with the exception of announced Board of Regents holidays or inclement weather days).

Submit an OIIT Support Request Here

(This feature provides the ability to submit a new, view existing support request(s), and perform other support request self-service features; this action requires a user ID and password. Selecting Submit an OIIT Support Request Here, New users can sign up and establish a user ID and password, or can email Helpdesk@usg.edu for assistance.)

See USGTrackit Institutional Self-Service User’s Guide for more details about OIIT support request self-service

Emergency, Production Down Situations

  • If you are contacting OIIT about an emergency, production down, or business interruption situation, call the OIIT Helpdesk immediately at 706-583-2001 (888-875-3697 toll free within Georgia).
  • If calling during business hours and Helpdesk personnel are unavailable due to training or an existing production down issue, or if calling during non-business hours, follow instructions to leave an emergency message to notify OIIT on-call support staff 24 hours a day, 7 days a week.