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We will be offering remote support using either Email, Skype, Zoom, and/or Bomgar. Depending on the severity of the issue and comfort of the user we will be talking people through issues, sharing screens and if need be remotely controlling the computer.
Support clients who need assistance should email one of these support emailsOur remote support hours can depend on the day as well as time and date on the academic yearAcademic Calendar. Generally if you contact us M-F between 8am-3pm with requests for SHASS IT help, one of us should be able to get back to you in short order. On some days our coverage may start as early as 6am to accommodate members of our community who work outside of the traditional 9-5 work shift. There is also and may also include the occasional monitoring and assistance on evening evenings, nights, and weekends. If one of us is available to help we will reach out to you to answer your question.
Due to the volume of spam and emails we receive we cannot guarantee a timely response if the request for assistance is not sent to one of the above 4 emails. Please update your email contacts and address books if you are using a different email address than those above 4. If possible please include a screenshot of any error messages or behaviors you see.
Due to the quantity of spam we receive and the unpredictability of the spam filter, it is important users DO NOT email us directly unless it is question intentionally meant for one of us. For best and fastest results definitely send your email to one of the 4 support email addresses above. This is the only way we can guarantee a fast response time.
How to take a screenshot on the Mac: https://support.apple.com/en-us/HT201361
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