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IT Services: Escalation Procedure

The following describes the best route for contacting the IT Services and the escalation procedure for raising any issues. The below flowchart is available to download here.

When should an escalation be initiated?

  • If after working through the service level targets and standard support processes you are not satisfied with the level or timeliness of service you have received.
  • When there is a tangible adverse impact to your programmatic or operational activities (day-to-day or other).

All escalation requests will be acknowledged and qualified, and will have a designated owner throughout the escalated condition. You will be regularly informed of the progression/status of a resolution plan until resolved.

Who to contact

Do you know who your IT Faculty Relationship Manager is?

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