Central IT
Central IT Service Center
Mission Statement:
The Service Center is the single point of contact for all service and project requests and serves as a liaison between our customers and technical support staff. The Service Center strives to ensure customer satisfaction by providing prompt, courteous and effective support for UW-Extension and UW Colleges.
UW Colleges and UW-Extension Central IT Service Center support policies and procedures:
- What hours is the Central IT Service Center open?
- Support technicians are available at the Service Center from 7 am - 5 pm, Monday - Friday.
- If you contact the Service Center after hours, please leave a voice message or email, or use the self help web form, and the Service Center will respond to you within one (1) business day.
- How support is prioritized (severity levels)?
- Severity Level 1 is the highest priority support and qualifies when some or all of the following occur:
- Affecting a Mission Critical Application
- Involves an outage to an Enterprise Service
- Severe impact on daily productivity of staff or students
- Usually impacts multiple divisions or programs
- Expectation that service be restored immediately
- Severity Level 2 is the second highest priority support and qualifies when some or all of the following occur:
- Involves a service outage to multiple users or significant impact to a single user
- Not affecting a program's mission critical function/application
- Expectation that service be restored within 0-4 hours
- Severity Level 3 qualifies when some or all of the following occur:
- Minimal effect on daily productivity
- Usually affects an individual or small group
- Not affecting a program's mission critical function
- Expectation that service be restored within 24 hours
- Severity Level 4 qualifies when some or all of the following occur:
- No impact on daily productivity
- Acceptable work-around is in place
- Waiting for outside resources (equipment, software, vendor action, additional customer information, and so on)
- Use in conjunction with the "Hold Status"
- Severity Level 1 is the highest priority support and qualifies when some or all of the following occur:
- Who is eligible for support from the Central IT Service Center?
- All students, faculty and staff of UW-Extension and UW Colleges programs are eligible to receive support services from the Central IT Service Center.
- UW Colleges Online program is supported by a separate help desk. You can access this help desk by calling 1-877-449-1877 or email at uwconlinesupport@uwc.edu.
- Support services are handled according to Central IT policies and procedures.
- What methods are available for getting Service Center support?
- By phone at 888-UWEXUWC (888-893-9892) or 262-5034
- By e-mail at servicecenter@uwex.uwc.edu
- By Web form at http://uwex.uwc.edu/it/forms/service/
- By reviewing knowledge base or FAQ items (coming soon!)
- What information do I need to have available when contacting the Service Center?
- The goal of the Central IT Service Center is to provide customers with a single point of contact to resolve IT related incidents and questions. Central IT has developed policies and procedures to ensure that all calls are handled promptly, courteously and effectively. When you contact the Service Center, please be prepared to give them your name, phone number, email address and a detailed description of the problem to include error messages and hardware serial numbers if applicable. The support technician will collect information about your problem and make a determination as to the best qualified person to resolve your specific issue. You will be given a case number in the event you need to contact the Service Center regarding the same issue. If the technician determines that your problem is more complex than can be resolved on the initial call, your call may be escalated to a senior technician. You will receive notification upon resolution of the issue.