Contacting the SE Windows Team

Standard Requests

The SE Windows Team is staffed during standard University business hours, Monday - Friday 7:45am - 4:30pm.

To contact the SE Windows Team with a standard support request, email windows@doit.wisc.edu.

Standard requests will be acknowledged within one business day,

Expedited Requests

If a standard request needs an expedited turnaround, customers should email windows@doit.wisc.edu and copy the SE Windows Team lead, jeremy.maritz@wisc.edu, and SE manager, steve.tanner@wisc.edu.

Incident Response

If a customer is experiencing a incident with outage and needs an immediate response, they should contact DoIT's Systems and Network Control Center (SNCC). The SNCC is staffed 24x7 and is able to engage technologists during business-hours and also after-hours.

Contacting Systems and Network Control Center (SNCC) 24x7 staff

Call either 608-263-2648 or 608-263-4188. Both numbers will take you to the same menu, with the following options:

Press 1 - UW-Madison Campus Network support
Press 2 - UW-Sysnet, BoreasNet, Northern Tier Network Support
Press 3 - Systems and Service Support (such as Office365, MyUW, Learn@UW, CCI)

The SE Windows Team has on-call support for responding 24x7 to incidents with outages. On-call support is limited to incident response and does not guarantee incident resolution, only incident response.

After-hours support

The SE Windows Team is staffed during standard University business hours, Monday - Friday 7:45am - 4:30pm. To schedule work outside of these hours, email windows@doit.wisc.edu and copy the SE Windows Team lead, Jeremy Maritz, and SE manager, Steve Tanner.

While the SE Windows Team has on-call support for responding 24x7 to incidents with outages, on-call support is not designed for other types of after-hours work.

References