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 http://mail.sjsu.edu, 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 http://uts.sjsu.edu, you can see that their number (408) 924-2340

Summary:
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 mail.sjsu.edu 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."