After Hours ITS Emergency Support

Guide Faculty Staff Student

Problem/Question

What issues/concerns can after hours IT Emergency Support address?

Overview

This document is to help users determine what is considered an IT Emergency. An IT Emergency is a significant, widespread, disruptive outage to a core service. Examples include (but are not limited to) outages to the following services:

Internet
UM-Dearborn website
Wireless
Phones
Banner
UM-Dearborn Connect
University-supported file shares such as H: / umd-home and S: / umd-groupshares
Google (email, drive, calendar)
UMICH logins (computers, major systems)
Canvas
Box

Calling the IT Emergency phone number should not be used for isolated incidents that would be resolved from the Service Desk or other Administrative Offices during business hours. ITS Service Desk hours are Monday through Thursday - 8:00am-8:00pm, Friday - 8:00am-5:00pm.

Solution

Often times, users can resolve issues by reviewing Knowledge Base articles. Some popular articles that would resolve typical calls are:

Additionally, some users may need to reference other UM-Dearborn web pages for information:

If your issues qualifies as an IT Emergency, you can reach an ITS technician at 313-583-6344. Technicians will not be able to help with general support issues such as password resets and UM-Dearborn Connect issues (unless widespread). If no one is immediately available, leave your name and phone number and a technician will return your call within 15 minutes.

If you cannot reach the On-Call technician, contact UM-Dearborn Public Safety at (313) 593-5333.