Escalation Procedures

 

  • All support calls and queries should be logged with the Service Desk in the first instance

  • Support tickets are assigned (depending on their nature) to the appropriate group within Information Solutions and Services.

  • Support tickets are prioritised based on impact on the entire user population.
  • If you need to escalate an urgent, priority issue or are dissatisfied with the service that you have received from Information Solutions and Services, please contact
    Wesley Reilly,  Service Desk Manager (wesley.reilly@universityofgalway.ie).  Please provide details of the relevant support ticket.  If you believe that further escalation of the matter is required, please contact the Head of Operations, Conor McMahon (conor.mcmahon@universityofgalway.ie).