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Support Contacts and Escalation Procedures

Service Changes

Changes to ICTST services , including new service requests are under Change Control. If you need a change please complete a Request for Change Form (RFC), in collaboration with your local Change Manager. Contact details for Change Managers are given below.

Support contact details

  1. UAS (including Development Office)
  2. Bodleian Library (including OUED)
  3. OUCS

Escalation Procedure

If your issue is not dealt with in a timely fashion please escalate your support request. There are currently 3 manual stages of escalation process in place:

  1. Stage 1
    • Contact the Helpdesk and ask about the status of your support request. Please quote the incident number that you received when you first logged the problem
  2. Stage 2
    • Report concerns to the User Support Team Manager, Maggie Howe (maggie.howe@ict.ox.ac.uk). She will investigate the matter for you and report back. Please include details and justification for the request.
  3. Stage 3
    • In the event of an unsatisfactory outcome from Stage 2 escalation, requests for Stage 3 escalation should be made to:
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Maintained by: OUCS Webmaster (webmaster@rt.oucs.ox.ac.uk) 2006-05-25T16:32:00. howem.
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