Support Standard

Purpose:

This standard defines how to request support from Web Services.

Brief Description:

Web Services provides standard support during University business hours (7:30 a.m. – 5:30 p.m. Monday – Friday). Requests for support should be submitted through the ticketing system. Outages should be reported by opening a ticket and by calling the Customer Service Center.

Details:

Standard Support Hours

Monday through Friday (excluding University Holidays)
7:30 a.m. – 5:30 p.m.

Standard Support

Standard support requests must be submitted as a ticket by sending email to itap-webadmin@purdue.edu. Tickets are handled during our standard support hours and are usually resolved within 2 business days.

For requests that need to be scheduled for a specific time, please see our Request for Scheduled Changes standard.

Reporting Outages

  1. Send an email to itap-webadmin@purdue.edu which will open a ticket. Please include:
    • The URL of your web site
    • The server (if known)
    • A description of the problem
    • Any steps to reproduce the problem
  2. If this is a production outage, call the ITaP Customer Service Center at 765-49-44000. Please provide them with the ticket number returned from the system, let them know this is a production outage, and ask that it be escalated to the Web Services on-call person.