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Department of Information Technology Services <br />A. Communications Methods - <br />�. Standard Requests Through CCITS Work Order System <br />All standard requests for assistance or other non - emergency <br />requests must be submitted via the CCITS work order system. The <br />request should include: <br />• Contact Name <br />• Contact Location A IN <br />• Nature of the Request <br />• Date the Change is Needed <br />• Problem Severity (level 1, 2, 3 or 4) Defined in Section IV. <br />The CCITS Work Order System provides access to our help desk <br />support team and open /closed ticket reporting via our customer <br />portal. From the CCITS Centralized Services location we will assign <br />and deploy technical resources to investigate and work with KCS <br />staff to resolve customer reported network issues and requested <br />changes. '%" <br />2. Emergency Requests <br />Emergency requests must be submitted via the CCITS. Help Desk at <br />704 - 920 -2487. If the call transfers to voice mail, leave a message <br />which includes your name and a call back phone number. A CCITS <br />representative will be automatically notified within 5 minutes and will <br />return your call within 30 minutes during regular business hours 8 - <br />5. <br />3. Escalation <br />If problems are not resolved to the client's satisfaction by the above <br />methods, the client can escalate the response by using contacts on <br />the CCITS escalation list. If CCITS cannot access KCS resources <br />required to perform stated scope of work, CCITS will escalate the <br />problem by using contacts on the KCS escalation list. <br />CCITS and KCS Escalation contacts are listed on Addendum 3. <br />11/20/2012 Last Revision <br />Page 5 of 10 <br />Attachment number 1 <br />F -5 Page 98 <br />