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What to Expect
Personalized, priority support for designated VIP users, with proactive communication and rapid assistance to minimize disruption.
What This Covers
This process explains how OIT Onsite Services provides elevated endpoint support for approved VIP users, including troubleshooting, coordination, and hands-on assistance for University owned devices.
When This Happens
When an approved VIP user requires assistance with their endpoint device, experiences an issue that impacts critical work, or requests support that benefits from priority handling.
What Onsite Services Will Do
- Serve as a primary point of contact for VIP endpoint issues.
- Prioritize intake and response to minimize downtime.
- Diagnose and resolve hardware, software, or configuration issues.
- Coordinate repairs, replacements, or vendor services as needed.
- Provide onsite or remote assistance based on the situation.
- Validate device functionality after resolution.
- Document support actions and outcomes in University systems.
- Communicate status updates, recommendations, and next steps clearly and promptly.