Wednesday, July 21, 2010

SJSU Google Support Structure

Support for SJSU Google Apps and Mail is structured in the following manner:

  • First Level : Calls go to the Department and Division IT Techs. (The folks who fix your computer the same way you do it if your computer is broken.)

  • Second Level : University Technology Services (UTS) will troubleshoot problems that the IT Techs are still having issues with. The IT Techs will call UTS (to escalate to level 2.)

  • Third Level ; Google, this is in the event e-mail, google docs or the calendar are totally not functioning. UTS will make this call.

If that is not good enough...

Thanks SK for this information:
On UTS' home page under the active projects tab. It says that they are migrating to a unified e-mail system (Gmail). However it does not say who will support the migration process.

On, it only states that if you have problems logging in (SJSUOne), please contact the University Help Desk. But it does say that San Jose State University e-mail is provided by UTS. If you click on UTS, which redirects to, you can see that their number (408) 924-2340

The help desk is only authorized help with login issues via SJSUOne but not with migrating to the new e-mail system. According to the website, the e-mail system is provided by UTS and their number is listed on UTS' page. Specifically:

"According to the public facing website I'm looking at, the Google e-mail is provided by UTS and this is their number, 408 924-2340. If I were you and I did not have a Desktop support person around, and needed help, I might want to call UTS. But, don't tell them we (the help desk) told you to call them. We are not authorized to tell you to call them."

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