What happens when I request help?

Emergency outage?

In the event of an after-hours emergency outage, call DoTS and select the option to leave an emergency voicemail when prompted by the system. Leave a detailed voice message with your contact information and the nature of the emergency issue you are experiencing. To view any unplanned or planned outages, see the DoTS service outages web page.

What happens when I call, email or submit a request?

• When you call DoTS, a technician answers the phone and assists you immediately during regular hours. 
• Outside of regular hours you can leave us a voicemail. A ticket is automatically created and assigned for follow-up the next business day.
• You can email DoTS and a ticket is automatically created. Tickets are reviewed and assigned as they are created during regular hours.
• If you submit a request using our service catalog, a ticket is automatically created and automatically routed to the team that will be assisting you. Requests are processed in queues during regular hours.

What happens after that?

• You are sent an email notification including the ticket number for reference.
• You can track the status of your ticket by logging into our support portal. You may also receive ticket updates via email.
• Tickets are assigned a priority by DoTS staff taking into account impact and urgency of the request.
• When we believe we have completed the work on your ticket, we verify with you that the situation is resolved prior to closing the ticket.
• Customer satisfaction surveys are sent periodically so you can provide us feedback that allows us to continuously improve.