IT Service Support

It Service Support Resource

To request IT services and support in the Faculty of Education, please use the contact methods below:

IT Escalation Source

Service Supported by Contact
Desktop support, FASmail, servers, storage, applications UBC IT 604.827.HELP or SOS form
Technology-enhanced teaching & learning ETS (Faculty of Education) 604.822.6333 or ets.educ@ubc.ca
New website requests, non-WordPress web support, database development UBC IT Web Services Form
WordPress web support UBC CMS Support CMS Support Form
AV services UBC IT 604.822.7956 or av.helpdesk@ubc.ca
Computer labs (Scarfe 1006, 1007, 155) Faculty of Education educ.labs@ubc.ca


The complete list of service offerings along with contact information can be found in the service catalog .

Approach to escalating IT support issues in the Faculty of Education

Approach to escalation of issues

How long does it take to resolve incidents and issues once a ticket is submitted?

UBC IT Response & Resolution Timeframes


Escalation

When should an escalation be initiated?

  • If after working through standard support processes you are not satisfied with the level or timeliness of service you have received.
  • When there is a tangible adverse impact to your programmatic or operational activities (day-to-day or other).

Escalation Management  – Summary

  • All escalation requests will be acknowledged and qualified.
  • Escalations will have a designated owner throughout the escalated condition.
  • Escalation will be driven proactively at each level by the Escalation Owner as per their judgment.
  • Progression/status of a resolution plan will be communicated to the client.

Escalation Process

Level 0 – First point of contact for IT support and ETS

IT Escalation Source

Service Supported by Contact
Desktop support, FASmail, servers, storage, applications UBC IT 604.827.HELP or SOS form
Technology-enhanced teaching & learning ETS (Faculty of Education) 604.822.6333 or ets.educ@ubc.ca
New website requests, non-WordPress web support, database development UBC IT Web Services Form
WordPress web support UBC CMS Support CMS Support Form
AV services UBC IT 604.822.7956 or av.helpdesk@ubc.ca
Computer labs (Scarfe 1006, 1007, 155) Faculty of Education educ.labs@ubc.ca

Next Level of Escalation

If you feel you have not received satisfactory assistance at the first point of contact (Level 0) for the above services, please follow the escalation approaches that are outlined below. There are separate sections for IT support (UBC IT) and ETS (Faculty of Education).

IT support (UBC IT) and ETS (Faculty of Education)
Select from one of the options below.

Level 1

Advise the UBC IT Client Services Manager (CSM) of the issue, with as much detail as possible.
If the problem can be easily resolved, the CSM will take direct responsibility for resolving the issue:

Laleh Mosadegh
Senior Client Services Manager, UBC IT
Email laleh.mosadegh@ubc.ca
Tel 604.822.4849

If the situation is more complex/has possibility of a severe impact, the CSM will escalate to Level 2.


Level 2

The Faculty Project Director will assume ownership of the issue and become the management point of contact during the escalated condition. (See details of Escalation Owner responsibilities).

Level 1

Should your issue not be resolved to your satisfaction, contact:

Dr. Natasha Boskic
Senior Manager, Learning Design
Educational Technology Support (ETS)
Email natasha.boskic@ubc.ca
Tel 604.822.1831


Criteria for considering an escalation closed (UBC IT and ETS)

  • Agreement that the issue is resolved.
  • A satisfactory monitoring period has elapsed without any problem recurrence.
  • A mutually accountable decision has been reached that the issue cannot or will not be resolved and that this has been communicated to all parties.

escalation-diagram


Escalation Management Roles & Responsibilities for IT Support

(Level 0) First Contact: UBC IT Service Center 827.HELP or SOS form

  • Primary interface for escalations from faculty and staff.
  • Capture escalation information.
  • Acknowledge escalation to client.
  • Contact Escalation Owner Level 1.

(Level 1) Escalation Owner: Laleh Mosadegh, Senior Client Services Manager, UBC IT

  • Accept ownership of the escalation.
  • Coordinate and drive progression to resolution if possible.
  • Proactively activate Level 2 if/when required.

(Level 2–4) Escalation Owner: Tracy Wyman, Project Director, Faculty of Education

  • Accept ownership of the escalation from Level 1.
  • Act as Faculty management point of contact during escalated condition.
  • Engage Senior Associate Dean (Level 3) and Dean (Level 4) if resolution is not possible at the Faculty management level.


Response & Resolution Response Timeframes

Incidents

An unplanned interruption or reduction in the quality of IT systems/services should be reported to the UBC IT Service Centre through the SOS form, or by calling (827-HELP).

Normal business hours for UBC IT support are Monday–Friday, 8:00 a.m. to 5:00 p.m.

UBC IT staff will prioritize, acknowledge and resolve incidents per:

Priority Prioritization Criteria Acknowledgement by UBC IT Resolution/Acceptable Workaround Times
Critical* Work cannot continue; incident is highly disruptive, core operations impacted; many users affected.

Within 1 hour

Within 1 business day

High Work heavily impacted but workaround exists, core operations not impacted; many users affected.

Within 4 hours

Within 1 business day

Medium Standard issues which impact work for small number of users; generally not disruptive.

Within 24 hours

Within 3 business days

Low Support can be scheduled for a specific time or in advance; small number of users affected

Within 48 hours

Within 5 business days

* Critical incidents should be reported by calling (827-HELP)

Service Requests

Requests for information, advice or for standard changes, e.g., access to IT systems for new hires and software installations, should be submitted to the UBC IT Service Centre through the SOS form, or by calling (827-HELP).

UBC IT staff will prioritize, acknowledge and complete service requests per:

Priority Acknowledgement by UBC IT Request Fulfilled
High Within 4 hours Within 2 business days
Medium Within 2 business days Within 3 business days
Low Within 3 business days Within 5 business days

Escalations

If issues are not resolved within the timeframes outlined above, users can follow up with the UBC IT Service Centre, quoting their ticket number. Secondary escalation is to the Senior Client Services Manager, Laleh Mosadegh at laleh.mosadegh@ubc.ca or 604.822.4849. Read more about escalations.


IT Service Review & Metrics

The IT Service Review & Metrics report for 2013 is available to download and read.