Priority technical support available for Primary Tech Partners
Primary Tech Partners have priority access to technical support from DoIT technologists through the Help Desk when mission critical components of their computing environment are at risk.
Primary Tech Partners should be given expedited service when the issue is mission critical. The best way to find this information is to ask the customer if the situation impacts more than one person or if it impacts someone they consider a VIP (such as a dean or department chair). If it does, then it should be considered mission critical. If this is the case, then gather as much relevant handling as possible and then escalate the case ahead to the proper technologists.
If the issue is not mission critical, in that it only impacts one individual, then the case should be handled normally by Level 1 Help Desk agents; but, if you're already on the phone with the person, complete entry of the request on their behalf.
Primary Tech Partners are listed as such (using the PTP flag) in the WiscIT customer relationship management system used by DoIT. We also maintain a publicly available list of Primary Tech Partners, although this list is not comprehensive (there are technologists who have the PTP flag in WiscIT but who are not considered Primary Tech Partners).
The scope of Support is as follows: