What happens when I request help?

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 continually improve.