Support Contacts and Escalation Procedures

Service Changes

Changes to IT Services (Blue Boar Court) services , including new service requests are under Change Control. If you need a change please complete a Request for Change Form (RFC), in collaboration with your local Change Manager. Contact details for Change Managers are given below.

Support contact details

1. UAS (including Development Office)
   • Core Support hours: 09:00 – 17:00
   • Tel: (01865) 2-70007
   • Email: itsupport@it.ox.ac.uk
   • Status Page: UAS Service Status
   • UAS Change Manager (Niall Hedderley): change-admin@ict.ox.ac.uk
2. Bodleian Library (including OUED)
   • Core Support hours: 09:00 – 17:00
   • Tel: (01865) 2-80020
   • Email: itsupport@it.ox.ac.uk
   • Change Manager (Maggie Howe): change-bodleian@ict.ox.ac.uk
3. IT Services (Banbury Road)
   • Core Support hours: 10:00 - 16:00
   • Email: itsupport@it.ox.ac.uk
   • OUCS Change Manager (Bridget Lewis): change-oucs@ict.ox.ac.uk

Escalation Procedure

If your issue is not dealt with in a timely fashion please escalate your support request. There are currently 3 manual stages of escalation process in place:

1. Stage 1
   • Contact the Helpdesk and ask about the status of your support request. Please quote the incident number that you received when you first logged the problem
2. Stage 2
   • Report concerns to the User Support Team Manager, Maggie Howe (maggie.howe@it.ox.ac.uk). She will investigate the matter for you and report back. Please include details and justification for the request.
3. Stage 3
   • In the event of an unsatisfactory outcome from Stage 2 escalation, requests for Stage 3 escalation should be made to:
     • Customer Services Director – John Ireland (john.ireland@it.ox.ac.uk)