ETS strongly encourages that you use our shared email accounts when communicating directly with ETS staff. You can find a full list of the ETS shared email accounts on the support article Departments utilizing Extended Technical Support (ETS).

Each department's primary ETS consultant, along with the backups and team lead, have access to and actively monitor these mailboxes, helping ensure requests do not get lost or go unanswered. This is particularly useful when a primary ETS consultant is out of the office and a request sent to a personal email account can sit unread for extended periods. These email accounts also automatically generate tickets on our end, further enhancing our visibility into requests.

ETS acknowledges the benefit and convenience of requesting ETS support in-person. Seeking a staff member out in their office or catching them in passing in a hallway is equally acceptable.

The Help Desk is also capable of routing issues to the proper ETS staff, so it is not incumbent upon you to know whether to contact the Help Desk or ETS for a given issue. 

ETS support is situation-dependent and may be delivered either in-person or remotely.

All ETS staff provide technical support to one or more departments. ETS team members have intimate knowledge of the technological needs of their assigned departments, and they are the primary contact for support requests.

There will inherently be projects or requests that the primary ETS consultant for a department is best equipped to address, given their knowledge of the local area.

ETS also has four cross-departmental support specialists on the team that assist in filling gaps in our support coverage. These individuals are fully trained ETS staff with no specific, primary assignment. Instead, they are able to step into any department to provide temporary coverage when staff are out of the office, tender a resignation, or when a large project or support effort is underway.

ETS prioritizes issue resolution over which individual team member provides the resolution. To do this, ETS leverages its size and geographic reach to respond to issues. This means someone other than your primary ETS consultant may respond to a request, either in person or via email.

We refer to this as our Neighborhood Model. This model divides campus into distinct geographical regions. Each region, or neighborhood, is managed by a team lead and populated by ETS staff with offices that fall within those boundaries. The neighborhood compositions are different than the ETS teams, so members of a given neighborhood may all be members of different ETS teams. The ETS teams have processes in place on the backend to request support from a neighborhood, so when an ETS consultant is occupied and an urgent request comes in, that consultant can ask for immediate help from someone nearby.

The End User Support Service Level Agreement (EUS SLA) defines the roles and responsibilities of ITS and the administrative units and colleges supported by ITS. It identifies the basic services, and any agreed upon optional services, provided by ITS. The EUS SLA also describes several other ITS teams that ETS and the Help Desk work closely with to deliver IT support to campus, including the Enterprise Client Management (ECM) and Unified Communications (UC) teams. This document is reviewed annually, and amendments are made with mutual agreement with the distributed IT leaders.

Please contact your unit’s IT Director to view a copy of the EUS SLA