digication Service and Support

digication Application and Service Support

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Contact: Digication

[Tel] 1.888.342.DIGI
[Fax] 1.401.633.6131
[Email] info@digication.com

-Navigation/use of application

-Notification to digication community of all scheduled maintenance and downtime

-Meet same support response times (below) as OIT (i.e. requests directly from caller or calls escalated from OIT to digication)

-Work with OIT Technical support to address authentication or data feed related issues

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RISD Liaison for digication
Contact: Academic Affairs
401-454-6596
jconnell@risd.edu

-Website
-Training
-Communications

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RISD Technical Support
Contact: OIT
Service Desk
401-454-6106
servicedesk@risd.edu

-Authentication (with RISD Account–email, network, webadvisor– credentials)
-Data Feed (Colleague sends a feed of current course/class information to digication)
-Service Desk support (report access issues or report inaccurate course listing, etc.)

All requests are entered in OIT’s work order system.

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Service Desk availability
Telephone and walk-in support
8:30 A.M. to 5:30 P.M. Monday – Friday
Calls received out of office hours are forwarded to voice mail and addressed on the next working day.

Email support
Monitored 8:30 A.M. to 5:30 P.M. Monday – Friday
Emails received outside of office hours will be collected, however no action can be guaranteed until the next working day.

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RISD & digication service response times (OIT and digication)

Once call is assigned to OIT or escalated to digication:
OIT or digication should acknowledge request within 24 hours of notification and resolve or respond with an estimated time to resolve. Requests should be closed within 3 – 5 working days unless specified otherwise.
Once call is resolved, OIT or digication (whoever resolves the issue) must notify caller/requestor.