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Ticket responses are provided during contractually agreed upon business hours. All ticket correspondence is available to all service desk agents.
A support phone number is listed on the landing page of the service desk portal, and is available for users to call and leave a message if desired. This messaging service is typically monitored from 07:00 GMT to 20:00 CST. However we still prefer all callers to raise a ticket to include essential details for follow up, in addition to leaving a voice message, as this increases the effectiveness of our support response.
Service desk agents are also capable of opening up video/voice calls if necessary to walk through any challenging and urgent issues. This need is determined on a case-by-case basis.
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