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If you have a question, a request or problem that you think IT Services can help you with, here is a short guide as to different options and when you should use which. |
If you are looking for the answer to a question, have you checked the IT Services documentation and the Questions service? Both are actively maintained so you may well find what you are looking for there. The Search box (top right of the web page) can help if you aren't sure how to navigate around the web site.
If you can't find the answer, or if you've got a request or problem that you need assistance with, the preferred way to ask for help is via there are a number of options:
- If you have a quick question and work for Linaro, try our Slack channel: https://linaroltd.slack.com/messages/it-help/. However, be prepared to be asked to ...
- Submit a request via Linaro's Service Desk.
- If you can't access that, you can email your request or problem to it-support@linaro.org. Please do not CC anyone at IT when sending email to it-support@linaro.org and please do not email us directly to ask for help. All support requests have to be handled as support tickets.
Please note that IT Services have introduced some automated requests, i.e. where the request can be fulfilled automatically if appropriate. These are documented /wiki/spaces/IKB/pages/14324303332as a reminder of what can be done through the Service Desk web interface rather than asking for help by email. In addition, you can easily identify the automated request types when looking at the portal because they have (A) at the end of their name.
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- First response to tickets within 14 hours for general issues (working hours as above).
- First response to tickets within 2 hours for degraded service issues (working hours as above).
- First response to tickets within 15 minutes for business critical issues (24/7).
- First response to tickets within 24 hours for all other issues (24/7).
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