IT Support Service Commitment

Tyndale IT Support is the central point of contact for addressing all computer, network, audio-visual, and telephone related issues.

REACHING IT SUPPORT
  1. HelpDesk Request (Preferred method. Recommended where possible):
    • The HelpDesk is designed to track all support requests using a unique identifier that is assigned when a HelpDesk Request is submitted.
    • To submit a HelpDesk request go to: http://helpdesk.tyndale.ca
    • When submitting a HelpDesk Request please make it a point to provide as much information as possible (e.g. name of application and/or type of hardware, error message or procedure not functioning as planned, the action that led to the error; action taken to resolve the problem, etc.)
    • To check the status of your helpdesk request please go to the HelpDesk Request page, log in and click on History.
  2. E-mail*:
  3. Phone* :
    • 416 226 6620 Ext: HELP (4357)
  4. Walk-in*:
    • Our offices are located at Ballyconnor & Bayview Campuses

*If you submit a support request by e-mail, phone or personal visit, for tracking purposes you may be asked to submit a HelpDesk Request online. IT Support may also submit a HelpDesk Request on your behalf.

FOR IMMEDIATE ON-SITE ASSISTANCE

If you need immediate on-site assistance and are unable to reach IT Support by phone, please contact Reception (at Extension 0) who will page IT Support Staff for assistance.

TO REPORT AN URGENT IT RELATED MATTER:

Call the Tyndale HELP Extension (Ext. 4357) and press 3 for IT Support. If you do not receive a response, press 5 during the voice mail greeting and you will be directed to the cell phone of the Network Administrator.

HOURS OF OPERATION:

On-Site Technical Support will be available during these hours

Normal Business Hours: Monday – Friday 8:00 AM to 5:00 PM
After Hours*: Monday – Thursday 5:00 PM to 7:00 PM
Fridays, Weekends and Holidays: No On-Site Support

*Note: Hours of support shown above are for the Fall and Winter semesters during regular class periods. Hours will change for Reading Week, Intersession Terms and the Summer Semester. Any change in hours will be announced on http://www.tyndale.ca/IT.

IT SUPPORT ACKNOWLEDGEMENT AND RESPONSE TIMES

In all cases IT Support will endeavour to acknowledge and respond to support requests as soon as possible but not later than the times indicated below.
Time taken for resolving the problem will depend upon the nature and complexity of the problem.

Type of IT Service Time to Acknowledge Time to Respond
  • IT Services directly used within the student education experience
  • IT Services publicly accessible that reflect the overall image of Tyndale
  • IT Services that are safety and privacy related
Within 2 business hours Within 4 business hours
  • IT Services used to support the student education experience but are not directly involved
Within 4 business hours Within 1 business day
  • IT Services that primarily support the administration of the organization and are not related to the student education experience
Within 1 business day Within 2 business days

Situations in which IT Support may not be able to acknowledge/respond as indicated above:

  • IT issues caused by external factors such as electricity outage or outage at the Internet Service Provider
  • During the first two weeks of school, exam periods and in other high volume weeks response times may be longer than normal. IT Support will inform you in such cases.
  • During scheduled downtime for maintenance or unexpected outages. In such cases the IT Department will send out campus-wide emails.
EXPIRY OF REQUESTS

IT Support may at times request for additional information from you to resolve a request. If IT Support requests for additional information/clarification on the nature of a reported problem and does not receive a response within 10 business days, the HelpDesk Request will be closed.

YOUR FEEDBACK IS IMPORTANT……

To continually improve the quality of IT Support at Tyndale, the IT Department has established performance indicators and actively seek your feedback. You are encouraged to provide anonymous feedback regarding Tyndale IT Support Services at any time by responding to IT Feedback Surveys. You also have the following options:

  • Contact the IT Director at Ext. 2723
  • Call the Tyndale HELP Extension (4357) and select Option 8 to leave a voicemail for the Chief Operating Officer.

Performance indicators are monitored and reported to the Tyndale Operations Committee.