To assist Information Technology Services (ITS), 正版bbin平台下载 of Regents (BOR), University System of Georgia (USG) in providing the best service to our customers, please follow these guidelines when communicating with ITS for product or service support.

Emergency (Urgent Business Need)

An urgent business need is defined as a defect or major problem that completely halts a production schedule or process (e.g., payroll production is stopped, cannot issue checks (financial aid, payroll), cannot register students, etc.)

For emergency notifications, it is recommended you speak to an USG Service Desk agent.

To submit an emergency case, call the USG Service Desk (1-877-251-2644). If you call 正版bbin平台下载 business hours (8:00 a.m. - 5:00 p.m., Monday-Friday with the exception of BOR holidays), an USG Service Desk agent will assist you. If you leave a voicemail 正版bbin平台下载 business hours, your call will be returned the same business day.

If you need to report an emergency situation 正版bbin平台下载 non-business hours, call the same number, leave a message¨Cincluding your name and where/when you can be reached¨Cthen follow instructions on the USG Service Desk Call Center menu system for leaving an emergency message.

Note: If you call the USG Service Desk (1-877-251-2644) in regards to an emergency, production down case, and you encounter a problem reaching the USG Service Desk Call Center main menu, or with Call Center menu options or features, call 1-877-251-2644 and leave (through the numeric-message feature) a 10-digit telephone number where you can be reached.

New Case (Non-emergency, non-production down)

To submit a new (non-emergency, non-production down) case, visit the ITS Customer Services web site (http://www.usg.edu/customer_services). Web cases are monitored in real-time 正版bbin平台下载 business hours.

Update Existing Case

To update an existing case, send e-mail to support@usg.edu and include the case number. E-mail cases are monitored in real-time 正版bbin平台下载 business hours.