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ITS Customer Services

Support Communications Guidelines

Print friendly Modified March 5, 2013

To assist Information Technology Services (ITS), Board of Regents (BOR), University System of Georgia (USG) in providing the best service to our customers, please follow these guidelines when communicating with ITS for product or service support.

Emergency (Production Down)

An emergency/production down incident is defined as a defect or major problem that completely halts a production schedule or process (e.g., payroll production is stopped, cannot issue checks (financial aid, payroll), cannot register students, etc.)

For emergency, production down notifications, it is recommended you speak to an ITS Helpdesk agent.

To submit a production down, emergency case, call the ITS Helpdesk (706-583-2001, or 1-888-875-3697 toll free within Georgia). If you call during business hours (8:00 a.m. - 5:00 p.m., Monday-Friday with the exception of BOR holidays), an ITS Helpdesk agent will assist you. If you leave a voice mail during business hours, your call will be returned the same business day.

If you need to report a production down, emergency situation during non-business hours, call the same number, leave a message–including your name and where/when you can be reached–then follow instructions on the ITS Helpdesk Call Center menu system for leaving an emergency message.

Note: If you call the ITS Helpdesk (1-888-875-3697 or 706-583-2001) in regards to an emergency, production down case, and you encounter a problem reaching the ITS Helpdesk Call Center main menu, or with Call Center menu options or features, call 1-888-755-4791 and leave (through the numeric-message feature) a 10-digit telephone number where you can be reached.

New Case (Non-emergency, non-production down)

To submit a new (non-emergency, non-production down) case, visit the ITS Customer Services web site (http://www.usg.edu/customer_services). Web cases are monitored in real-time during business hours.

Update Existing Case

To update an existing case, send e-mail to Helpdesk@usg.edu and include the case number. E-mail cases are monitored in real-time during business hours.