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After-Hours Support Overview
The Digital Strategies and Services Service Desk is staffed Monday - Friday, 8 a.m.-5 p.m. (except university holidays). Outside of these times, coverage is provided for urgent issues with critical or high-priority services that cannot wait until the next business day. Note: Password resets are not considered an emergency.
After-hours support calls are routed to the team leader on call. Often this person is not the person who will resolve the issue. They contact other personnel to resolve most issues. After-hours support is not staffed in the sense of people standing by awaiting calls. DSS staff cover after-hours as they go about their personal, off-work life (sleep, shop, drive, attend events, etc.). For this reason, a response or resolution time is not guaranteed, but someone will get back to you as soon as they can and the team will work to resolve your issue as promptly as possible.
How do I know if I should contact after-hours support?
Consider the following:
- Is there a work around?
- Can I conduct business without this until the next business day?
- Is it worth interrupting one or more people outside of working hours to get this resolved?
Examples of after-hours emergencies:
- Widespread outages for points of sale (POS) in SLE venues
- Widespread outages for UltraTime time clocks
- Traka key box issues with no alternative work around
- Saflok outage with no alternative work around (e.g., all four key machines are not working)
- Network or email outages
- Mercury system outages or web errors
- Any other high priority service that is critical to your unit's operation
How to request after-hours support
Call the Service Desk at 517-353-1691 outside of business hours and listen until the end of the voicemail greeting.
- If you have a technology emergency, follow the message prompts to reach after-hours support.
- If you reach a team leader's voicemail, leave a message and they will return the call as soon as they are able.
The after-hours support person may ask you for additional details about the problem. Then, they will contact other DSS staff to resolve the problem. The after-hours support person will keep you updated until either the issue is resolved or until it has been firmly handed off to another DSS staff member who will keep you updated.
If your issue does not qualify as a critical or high priority service eligible for after-hours support, you may be asked to submit a ticket or report the incident during the next working day.
Note: Contacting DSS staff outside of this process is NOT a substitute for contacting after-hours support as described. DSS is not responsible for delays in response or resolution when this process is not followed.