The OIT Application and Database Services SISS team handles the primary support for the student administration system. They are responsible for updates/patches, troubleshooting, enhancements, etc. Contact with the technical team is directed through the SISS Office.
The OIT Help Desk and Enterprise Support teams are the first line of response for most problems, with the HD handling end-user trouble reports and ES offering support to the Help Desk and to local technical staff. Both Enterprise Support and the Help Desk seek to stay informed about the software and network issues that affect user interactions with the SISS system, and often are able to resolve things on the front end.
The typical course of events would be that an end-user having problems would contact the Help Desk, and if it is something they are able to resolve on their own - password re-sets, browser issues, etc. - they do so. If it needs to be escalated to a second level, the Enterprise Support folks take a look, and they decide whether the problem should be escalated to the SISS functional team or the technical team and take the appropriate action.
NOTE: Regular weekly system maintenance is scheduled on Saturdays at 6:00 AM to 9:00 AM.
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