Skip to Main Content
It looks like you're using Internet Explorer 11 or older. This website works best with modern browsers such as the latest versions of Chrome, Firefox, Safari, and Edge. If you continue with this browser, you may see unexpected results.

Staff Help

Resources to help Ingram Library employees.

Tech Support and Documentation

Information Technology Services After-Hours Procedure


To contact ITS for support (for situations outlined below) after normal working hours:  Contact the University Police Dispatcher with a brief explanation of the outage. Dispatch will contact ITS, and follow the escalation procedure if no call back occurs. 678-839-6000.

 In an effort to provide a high level of support after normal working hours for mission critical systems, Information Technology Services (ITS) has established the following procedure for requesting after-hours support:

 ·         The ITS Service Desk is open from 8AM – 8PM Monday through Thursday and 8AM to 5PM on Friday. The following procedure should be used outside of those normal working hours.

 ·         ITS will respond to situations that are deemed a risk to the life and safety of UWG constituents, could cause a significant liability issue for the University, or that impact a mission critical system.

·         The primary resources covered by this procedure are:

  1. Telephone dial tone service that affects a building or the campus (i.e. more than a single phone line outage).
  2. The campus network or wireless service that affects a building or the campus (i.e. more than a single desktop PC or laptop outage).
  3. UWG mission critical IT services (e.g. e-mail, web server, Banner, myUWG, the campus internet connection, firewall, DNS, Lenel Card Access Services, Pharos Print Services)

·         Examples that are not covered by this procedure are routine calls that are of a non-urgent nature such as: no dial tone or no Internet in a single office or residence hall room; forgotten passwords; a single PC malfunctioning. Those calls should be referred to the ITS Service Desk during normal working hours at 678 839-6587 or to

 received from Kathy Kral 2/2010