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- Office moves
- Equipment loaners
- Software install
- New workstation install or upgrades
Initial Follow-up Times, not resolution (
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During support hours: Mon-Fri: 8:45am to 4:45pm)
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The following table displays the timeframes for initial follow-up for problems reported. The goals for initial follow-up after a problem is first reported are based on the nature and severity of the problem. OTM makes every attempt to contact the user who reported the problem within the timelines given below. However, these are general guidelines only and may vary based on staff availability, vacation schedules and resource availability.
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In the event of a widespread virus infection of computers, a major system malfunction or a Priority 1 event, initial follow-up times may not be applicable until the problem at hand is resolved. In such cases OTM will make every effort to post messages via department voicemail, emails or on the OTM website.
Follow-up Times, not resolution (
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During support hours: Mon-Fri: 8:45am to 4:45pm)
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The following table displays the timeframes for follow-up once initial follow-up has been completed. Users who are working with a staff member may update the case or contact the staff member during investigation of a case. In most cases the staff member is already working on an issue and may not be able to respond back immediately. The goals for follow-up during the investigation of a case are based on the nature and severity of the problem. OTM makes every attempt to update the user within the timelines given below, or as mutually agreed. However, these are general guidelines only and may vary based on staff availability, vacation schedules and resource availability.
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