Remote Support Portal: EITS and Client Responsibilities

This article details EITS and client responsibilities for the Remote Support Portal.

EITS responsibilities

• EITS will provide a client with support for the hosted remote support portal. Support will include representative account management, service updates, and web client troubleshooting.
• EITS will respond to client support requests business hours Monday thru Friday excluding University observed holidays and days for which the University is closed for business.
• To minimize the downtime of this critical service during business hours, server maintenance will be performed outside of UGA normal business hours as defined by the EITS standard downtimes and monthly patching schedule.

Client Responsibilities

• The client will provide user names and MyIDs for authorized users of the service.
• The client will provide point(s) of contact for technical and billing support.