Support Request Policies
Our mission is to remove the technological barriers you face in your role in the college. In order to achieve this mission, and to support a customer base of thousands, we must enforce certain policies that allow us to process work in an efficient fashion, and that keep us true to our mission of removing technological barriers.
- All support, work, or project requests must originate as a ticket in our ticketing system. Emails or phone calls directly to staff are not guaranteed a response or resolution.
- Work requested must fall within our mission.
- Submitted tickets may be closed if requests for clarification go unanswered, or there has not been any communication from the customer for two business days.
These simple policies allow us to efficiently process the hundreds of work requests we receive each week.