Welcome

CLICK HERE FOR IMPORTANT INFORMATION TO TEACH AND WORK REMOTELY

ITS “ONESTOP”

ITS “Onestop” is the simplest way to get the support you need while using IT services. If you have a request, question or issue with any of our services, email us at: itsupport@flemingcollege.ca

When you email this address you will get an email with a ticket number. Save this email ticket, we will reference it when responding to your request. ITS staff are assigned specific tickets and will follow-up with you in less than 1 business day.

Alternatively, you may call us at 1-866-353-6464 x4111 Option #1

Teaching / Learning Support

If you are in a classroom having an issue that requires immediate assistance, call ext. 4111.

We will answer all classroom issues and urgent requests immediately. All other calls will go to voicemail. Leave a detailed message and a ticket will be automatically created.

All regular requests for support using itsupport@flemingcollege.ca will be prioritized, tracked and followed up.

Service Level Agreements (SLA) are available and define agreements by the type and level of service for particular areas.

How is my issue prioritized?

Priority 1

  • Health and Safety
  • Data loss or potential data loss
  • 100+ users affected

Priority 2

  • Academic delivery impacted

Priority 3

  • User account issue
  • User unable to perform their job

Priority 4

  • A new request for service

Service Level Targets and Lead Times

No one likes to wait, but the reality is sometimes we have to, and if that is the case it is easier to wait if you know how long it is going to be. Any requests received by email or voicemail after 4:30 pm on weekdays or during the weekend will be reviewed at the beginning of the next business day.

Initial Response to a Request:

  • Within 1 business day
  • Additional follow-up within 2 business days

Marksense Testing Turnaround:

  • Within 1 business day

Sometimes We Need Lead Time to Set Things Up:

  • Booking a teleconference (1 business day)
  • Academic lab software installs (30 business days)
  • New network drop install (30 business days)

Service Issue Escalation

Not Getting the Response You Think You Should?

Still No Response After 3 Additional Business Days:

Hours of Operation

Service Desk – Sutherland (Learning Commons)

  • Monday – Friday (7:30 am – 11:00 pm) (staff until 5:00pm)
  • Saturday – Sunday (7:30 am – 5 pm) (not staffed)

Service Desk – Frost (Learning Commons)

  • Monday – Friday (7:30 am – 11:00 pm) (staff until 5:00pm)
  • Saturday – Sunday (7:30 am – 5 pm) (not staffed)

After Hours and Weekend Support

Please note support after 4:30 pm on weekdays and on weekends is based on range of severity of impact on the user community as a whole. This response is ‘Best Effort’ and managed by the ITS Leadership Team. This means we will assess the problem use “call-back” processes in the collective agreement and attempt to solve the problem.