Remote Support Portal (RSP) Service Details
EITS will provide a client with a hosted remote support portal for assisting end users. This service allows for remote troubleshooting and diagnosis of the operating systems found here.
EITS will provide a client with support for the hosted remote support portal. Support will include representative account management, service updates, and web client troubleshooting. EITS will respond to client support requests business hours Monday thru Friday excluding University observed holidays and days for which the University is closed for business.
To minimize the downtime of this critical service during business hours, server maintenance will be performed outside of UGA normal business hours as defined by the EITS standard downtimes and monthly patching schedule.
The client will provide user names and MyIDs for authorized users of the service. Client will provide point(s) of contact for technical and billing support.
Remote Support Portal Services Contact Information
Tier 1: Contact EITS RSP support at TD@uga.edu
Tier 2: Michael Jacobson, IT Manager – (706)542-8834, email@example.com
Tier 3: Sarah Jones – (706)542-7688, firstname.lastname@example.org
The client will provide an after-hours contact for issues requiring their involvement