Technical Assistance Center (TAC)

Available to: Undergraduate Students, Graduate Students, Faculty and Staff

The Technical Assistance Center is BIT’s initial point of contact for problem resolution, service requests, and a resource for outage and system status. TAC works to resolve problems at the point of initial customer contact. Trained and qualified staff address routine problems and service requests. TAC staff will take ownership of your issue and quickly escalates when necessary to more specialized technical professionals within BIT or UTO. TAC is the single point of contact responsible for fulfilling your information technology requests.

Phone

Call 480-965-2400 to talk with a qualified TAC technician. Many problems can be resolved during phone dialog, however if phone conversation is not working, additional resources can be engaged to provide system remote control assistance.

E-mail

Problems can be reported by e-mailing wpcarey.support@asu.edu.  During normal business hours you will receive a confirmation receipt e-mail within 1 hour after submission of the request.

Support Documentation & F.A.Q.'s

Sometimes support is just a matter of having the appropriate documentation available.  This site will provide numerous support documents,  procedures, and answers to frequent asked questions:  BIT FAQ's  Documents are constantly being added, but please feel free to request additional documentation as well.

Self-Service

Request and issues can be submitted as a case utilizing this link: Create Case.  The case will be routed to the Technical Assistance Center (TAC) for follow-up and solution.  If more specialized technical assistance it required, TAC will immediately route cases to the appropriate technical areas within BIT or UTO.

Operating Hours

Monday - Friday from 7:00 a.m. - 7:00 p.m.

Saturday is Emergency On-Call Only

Sunday is Emergency On-Call Only

Normal hours of service are Monday through Friday 7:00 a.m. – 7:00 p.m. except on university recognized holidays. Urgent calls outside this window of service are forwarded to an our off-hour support desk. The off-hour support technician will provide basic level technical support and if the technician is unable to provide a solution, we ask that you please provide immediate return contact information (e-mail, & phone) and a TAC technician will contact you by phone or e-mail within 2 hours of concluding your call, except between the hours of 12am - 6am.