ITS Outlines Best Ways to Get Help

09/16/2021

The Information Technology Services (ITS) team at Saint Louis University wants to help users get the appropriate support in the quickest time possible.

This guideline from the support team provides information on to contact ITS and how one can get self-service information. The information provided by ITS will give users a better understanding of how, when and where to contact ITS.

For quick/urgent support please call the Service Desk via phone at 314-977-4000 or chat with ITS at ask.slu.edu.

The service desk service is available Monday to Friday from 7 a.m. to 8 p.m. Classroom technology support can be reached Monday to Friday from 7 a.m. to 6 p.m.

Outside of the above hours, you can call 314-977-4000 to page the on-call service for urgent issues or put in a ticket for next business day follow up.

To provide an appropriate level of work life balance for our technicians, the following conditions below constitute an urgent call after hours:

• Unable to log into systems needed to process work or data during the weekend
• Issues related to department of public safety where the technology used to keep our community safe are inoperable
• Urgent classroom technology issues
• Issues affecting the entire campus
• Clinical Professionals (nurses, MAs, PAs, Doctors, Residents, Fellows) with urgent healthcare services impact

Questions also can be emailed to Ask@slu.edu. Please do not email ITS for urgent issues as the average response time for cases submitted via email can be up to 4 hours.

Users looking to help themselves can perform several self-service tasks from within the AskSLU Portal – ask.slu.edu. There is a global search bar on the top right where one may search for articles or services using keywords.