To assist Information Technology Services (ITS), Board of Regents (BOR), University System of Georgia (USG) in providing the best service to our customers, please follow these guidelines when communicating with ITS for product or service support.

Emergency (Urgent Business Need)

An urgent business need is defined as a defect or major problem that completely halts a production schedule or process (e.g., payroll production is stopped, cannot issue checks (financial aid, payroll), cannot register students, etc.)

For emergency notifications, it is recommended you speak to an USG Service Desk agent.

To submit an emergency case, call the USG Service Desk (1-877-251-2644). If you call during business hours (8:00 a.m. - 5:00 p.m., Monday-Friday with the exception of BOR holidays), an USG Service Desk agent will assist you. If you leave a voicemail during business hours, your call will be returned the same business day.

If you need to report an emergency situation during non-business hours, call the same number, leave a message–including your name and where/when you can be reached–then follow instructions on the USG Service Desk Call Center menu system for leaving an emergency message.

Note: If you call the USG Service Desk (1-877-251-2644) in regards to an emergency, production down case, and you encounter a problem reaching the USG Service Desk Call Center main menu, or with Call Center menu options or features, call 1-877-251-2644 and leave (through the numeric-message feature) a 10-digit telephone number where you can be reached.

New Case (Non-emergency, non-production down)

To submit a new (non-emergency, non-production down) case, visit the ITS Customer Services web site (http://www.usg.edu/customer_services). Web cases are monitored in real-time during business hours.

Update Existing Case

To update an existing case, send e-mail to support@usg.edu and include the case number. E-mail cases are monitored in real-time during business hours.