Service Notice: Technology Services Support Protocol

APPOINTMENT REQUIRED:
Clients are required to have an appointment to enter the Service Desk area.   Staff will conduct an initial virtual consultation and then schedule an in-person follow-up visit, if necessary.

CONTACT METHODS:
There are several ways to contact Technology Services staff for initial support and consultation:

  1. Live Chat: ts-chat.acadiau.ca
  2. HUB Service Portal: hub.acadiau.ca | ts.acadiau.ca
  3. Phone: 902-585-HELP (4357) | Toll Free: 1-888-609-3330
  4. Email: helpdesk@acadiau.ca

HELP IS ALWAYS AVAILABLE:
Using the HUB Service Portal:

  1. Find Answers Search the Knowledge Base (KB) for help articles. The Knowledge Base is categorized help, or
  2. Request Assistance Search the Catalogue for particular Service Requests. The Services are based on the same categories as the Knowledge Base and will let you place a request. It will ask specific information based on the type of request, or
  3. Search Using key words, search for a list of KB articles and Services.
  4. A General Request is available for when you cannot find help on a specific topic or you require an appointment.

 SERVICE DESK HOURS OF OPERATION:

Mon to Thurs: 8 am – 8 pm
Fri:                   8 am – 5 pm
Sun:                 4 pm – 8 pm

CLASSROOM SUPPORT:
If you experience technical issues, it may not always be possible to address the issues during a live class.  It is recommend that backup plans be put into place.

  1. If you discover a problem while teaching on campus, please call our office using the room’s service phone. If necessary, we will send a staff member with appropriate PPE to the classroom.
  2. If you encounter a problem while teaching online, please contact us at (902) 585-4357 | Toll Free: 1-888-609-3330.  Press or Say 1 to ensure you identify the call as a classroom emergency. We will try to resolve the issue as quickly as possible.

RESIDENCE SUPPORT:

  1. If you are experiencing Wi-Fi  issues while living in residence, contact the Service Desk or place a Service Ticket: (https://hub.acadiau.ca/TDClient/Requests/ServiceDet?ID=89).

REPORT A PRIVACY OR CYBERSECURITY ISSUE:

  1. If your account or computer is compromised (ransomware, etc.), please call the Service Desk immediately or use a different device (such as your smartphone) to request support and notify us.
  2. To report a phishing email, select the Phish-Alert Button or forward the email to phishalert@acadiau.ca. Remember when in doubt, delete the message.

 ONGOING UPDATES:

  1. All maintenance and Service Advisories are posted in several locations:  Twitter or Facebook or the TS website.
  2. Follow our #TuesdayTechTips on :  Twitter or Facebook.
  3. For an overview on Technology Services Support Protocols, please see: https://hub.acadiau.ca/TDClient/KB/ArticleDet?ID=924

CONTACT:
Acadia Technology Services
http://ts.acadiau.ca | hub.acadiau.ca
Live Chat | 902-585-HELP (4357)|  1-888-609-3330
Twitter | Facebook

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