After-Hours Support Overview
The IPF IT Front Desk is staffed Monday - Friday, 7 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.
Critical services include server outages and issues with life safety IPF systems.
Desktop Support, account access, and other individual needs can be reported to the Service Desk. A ticket will be made and then addressed during normal business hours.
How do I know if I Should Contact After-Hours Support?
Consider the following:
- Is there a workaround?
- 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 UltraTime time clocks
- Network or server outages
- A high priority service that is critical to your unit's operation
How To Request After-Hours Support
Call the Service Desk at 517-432-6200 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 an on-call technician’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 and will route the issue to the correct team.
If your issue does not qualify as a critical or high priority service eligible for after-hours support, a ticket will be submitted on your behalf to be addressed during the next working day.
Contacting IPF IT staff outside of this process should not be a substitute for contacting after-hours support as described. IPF IT is not responsible for delays in response or resolution when this process is not followed.