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:
- Live Chat: ts-chat.acadiau.ca
- HUB Service Portal: hub.acadiau.ca | ts.acadiau.ca
- Phone: 902-585-HELP (4357) | Toll Free: 1-888-609-3330
- Email: helpdesk@acadiau.ca
HELP IS ALWAYS AVAILABLE:
Using the HUB Service Portal:
- Find Answers Search the Knowledge Base (KB) for help articles. The Knowledge Base is categorized help, or
- 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
- Search Using key words, search for a list of KB articles and Services.
- 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.
- 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.
- 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:
- 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:
- 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.
- 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:
- All maintenance and Service Advisories are posted in several locations: Twitter or Facebook or the TS website.
- Follow our #TuesdayTechTips on : Twitter or Facebook.
- 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