This article is to explain how to request support assistance from the Managed Application Services team for our standard services. Future updates will cover more about emergency incidents that impact availability, security, or performance.

What the MAS Team Supports

The Managed Application Service team supports centrally managed application services and their corresponding systems. Within our support are two primary services:

  • Core Application Services (CAS) supported by MAS-Core.
  • Specialized Application Services (SAS) supported by MAS-Flex.

Standard Priority Service Requests (SRs)

Use this option for routine work that does not require immediate response and does not impact active production services.

Examples of standard requests include:

  • Need more disk space
  • Application update is needed
  • Firewall change needed for a new feature or access change
  • Changes to address non-critical performance concerns
  • Schedule a VM snapshot or other backup
  • Changes to server access or access to server resources

How to contact the different teams to submit a service request (SR). 

Please include as much information as possible when creating your SR. This will help us address your needs in the most efficient way possible. Once a ticket is created, MAS will make sure that an owner is assigned within 1 business day. Ticket updates will be sent to the End-User of the ticket.

Emergency Support (Immediate Attention Required)

If you have a critical service impacting issue, please follow the steps outlined for each of the MAS teams. These will typically involve a call to the ITS Help Desk as a first step, especially when outside of normal business hours.

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