This policy only applies to the PCHS technical support department. This does not apply to any other department including (but not limited to), the Registrars, Academic Affairs, Student Advising, Marketing, HR and Student Accounts.
When to submit a ticket and when to use live chat...
In general, we ask that all non time-sensitive requests go through the ticketing system. For instance, a request to select a new profile picture in Moodle would be considered non-time sensitive and should go through the ticketing system. On the other hand, if you are unable to get into your Zoom class that starts in 5 minutes, that's a critical issue and you should contact live chat. Keeping live chat available for critical issues will ensure that we're able to respond to and resolve problems as soon as they come in.
When a ticket is submitted, this means that you will be communicating with a technician via email. All tickets are assigned a unique identifier that allows us to perform quality assurance checks and also to track the chain of custody and response/ resolution times.
The tech support team is committed to delivering top quality service for tickets by:
Tickets will always be addressed via email, and will only be escalated to a phone call/ screen sharing session if a resolution cannot be easily achieved via email
Our chat support is separated into two categories. The first is during the term, which is geared toward helping current students and faculty. The second is prior to the term start which is geared toward helping new students onboard and work through the Technology Training Course and other tech requirements.
We are committed to:
Examples of when to use live chat:
This is not an all-inclusive list and does not include all possible scenarios that require live chat.
Chat availability and hours:
During the Term:
Anytime an online class is running live chat will be available
During the Term Break:
Live chat will be available Monday through Sunday:
If there is ever dissatisfaction with the quality of the tech support that you received or any other concerns, you are able to ask to be put in touch with the IT Service Desk Manager. The IT Service Desk Manager will work with you to achieve an acceptable solution and investigate any unsatisfactory interactions you experienced.
If you encountered any problems during this process, contact our tech support team for assistance. You can reach them by Clicking Here