The department chair, chair’s executive assistant, departmental administrator and IT liaison may contact the department’s assigned ISA, IT manager or the director of infrastructure and client services at the cell phone numbers provided to them for emergency. For escalation procedures to work effectively, it is important that requests are escalated only in emergencies.
Faculty and staff may contact the VCU Help Desk at (804) 828-2227 and ask that their service request be escalated to the SOMTech management team. Faculty and staff may contact their departmental IT liaison who can reach their IT support analyst using the emergency contact number. SOMTech will dispatch an IT support analyst immediately to provide the necessary support to resolve the problem.