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♠ WebCT HelpDesk Information
Users of WebCT who are faculty or registered students have access to technical support and assistance 24 hours a day, 7 days a week.
How to Contact the Helpdesk
By telephone: Call 1-888.691.5059
Online: http://hdo.collegis.com/lt
What are the WebCT Helpdesk Hours of Operation?
The WebCT Helpdesk operates 24 hours per day.
Anticipated Response and Resolution Times
The Helpdesk is the first level of support for all calls and Web submissions made regarding support issues. The Helpdesk makes every attempt to resolve issues at this first level of support and whenever possible problems are resolved immediately. If an issue is identified that requires escalation to the next level of support the table below outlines our standard service level commitments.
| Priority |
Description |
Target Response Time |
| 1 |
Emergency - A problem or issue impacting a significant group of customers or any mission critical IT issue affecting a single customer. |
30 minute target response time |
| 2 |
High – Non critical but significant issue affecting a single user; or an issue that is degrading the performance and reliability of supported Services; however, the services are still operational. Support issues that could escalate to Emergency if not addressed quickly. |
1 Hour target response time |
| 3 |
Normal – Routine support requests that impact a single user or non-critical issues. |
4 hours or Next Business Day target response time if call placed after hours |
| 4 |
Low - A minor service issue or general inquiry. |
Next Business Day target response time |
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What the Helpdesk Can Help With
• If you are having problems logging in;
• If any communication tools in the course are not operational such as chat, email, whiteboard, or
bulletin board for example;
• If you cannot submit and receive information to/from your professor;
• If you are having difficulty accessing pages in a course;
• If you suspect a virus may have infected your course files;
• If you receive error messages or any other alert messages which deny you access to your course;
• If you are experiencing problems downloading information from your course |
• For questions about specific application software packages on your computer such as Word, WordPerfect, PowerPoint, Acrobat, etc., please consult your User Manual.
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