Response Times & Priorities
Our goal is to ensure that the technological tools and resources you need to get your job done are working properly. Requests for Technical and Network Support are prioritized based on the severity of the problem to minimize impact on workflow. Please note that the times listed below are for response, not resolution. The response times are a guideline; if you have Service Level Agreement with us, those terms will supercede the information below.
- Emergency
- Definition: Work stoppage, no workaround
- Examples: Dedicated paycheck printer broken; network/service outage
- Response time: 2 hours (4 hrs to begin repairs)
- High
- Definition: Work stoppage with workaround available (a.k.a. work slowdown)
- Examples: Department printer broken but other printers available; hard drive failed in local machine but loaner available
- Response time: 24 hours
- Standard
- Definition: Most tickets called into the Help Desk
- Standard tickets are scheduled in a First-In, First-Out order
- Examples: E-mail account setup; hardware or software installation; application support
- Response time: 3 business days
- Definition: Most tickets called into the Help Desk
- Projects
- Definition: Any work capable of being pre-planned
- Examples: New site setup; multi-machine deployments; location moves; workstation optimizations
- Response time: Not applicable. Scheduling of work negotiable based on resource availablity
Contact Information
General Help Desk
For General Technical and Network Support
Local: 503.385.4849
Toll-Free: 1.888.560.4029
techsupport@wesd.org
http://helpdesk.wesd.org
Live Phone Support Hours:
7:00am - 5:00pm
Monday - Friday
Emergency Support (24/7):
Leave a message
2 hour response
Pentamation Help Desk
For eFinance, FinancePlus, eSchool, and IEPPlus
Local: 503.385.4713
Toll Free: 1.866.WTS.PENT
(1.866.987.7368)