Accessing DoTS Services
The Department of Technology Services is constantly trying to improve customer service. You can help us serve you better by initiating all your service requests through the DoTS Hotline. This will help you in several ways:
- Issues often can be resolved with the first contact.
- Issues can be escalated to the next level if they aren't immediately resolved at first contact.
- Critical issues, such as system-wide problems, can be elevated quickly to the highest priority.
- Calls are logged into a database for tracking and reporting purposes, which will help monitor the status of your request.
- We can use service-reporting software (HEAT) to assess training, software and hardware needs.
- Support technicians will have the information needed to research your problem before they arrive on site, which means less downtime for you.
- The reduction of unlogged requests for service while technicians are onsite will allow them to plan their day and close their calls more efficiently.
Here are some ways you can help:
- Copy or print out any error messages.
- Be ready with equipment type, operating system, software used, etc., before contacting the Hotline.
- Recall what you were doing when the problem arose.
- Note the steps you've already attempted to remedy the problem.
With this information, the Hotline can assist you more efficiently in resolving the issue.
There are three ways to contact the Hotline:
- Call x33888. The Hotline is staffed from 7:00 a.m. to 4:30 p.m., Monday through Friday. Messages can be left on voice mail after business hours.
- Use the Hotline web form on the Dots web page (DoTSweb.dpsk12.org).
- E-mail the Hotline at DoTS_Hotline@dpsk12.org or in Outlook using global address "Hotline, DoTS."
Help desk technicians are ready and eager to assist you with your service requests.