BCNET General Support

Universal support ticket for BCNET Members. If you are BCNET Employee, please, search for correlated category under "BCNET Staff Support"
Please choose the service related to your request/inquiry.
ATTENTION!
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DO NOT include any information that may be considered as confidential.

Brief description is enough. Our Cyber Security team will contact you to receive details.
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Type of Request
Examples:
Cyber Security Incident: An anomaly, suspected compromised or unexpected behavior.
Service Request: Adding user, device or licenses.
Technical Issue: Dashboard not working, unable to access SIEM or collector is down.
Type of Request
Third-party support
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Incident reporting and technical assistance for this service is not directly provided by BCNET staff.
For fastest support, please contact:

Desire2Learn directly. Members should email their D2L Customer Success Manager during business hours. Outside of Business hours, members can 24x7x365 support on the D2L community: https://community.d2l.com/brightspace

For more information about this service visit the BCNET service catalogue.
https://wiki.bc.net/atl-conf/display/BCNETServi...

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Third-party support
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Incident reporting and technical assistance for this service is not directly provided by BCNET staff.
For fastest support, please contact:

Kaltura directly by submitting a ticket with Kaltura Customer Care at https://kaltura2.force.com/CCPT/login or calling + 1.888.889.7005

For more information about this service visit the BCNET service catalogue.
https://wiki.bc.net/atl-conf/display/BCNETServi...

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Third-party support
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Incident reporting and technical assistance for this service is not directly provided by BCNET staff.
For fastest support, please contact:

Moodle Operations team by email, at sts-moodle-ops@bc.net

Hours of support:
Support is provided during normal business hours, except statutory holidays and University closures, for Service Provider services and support will be 8:00 – 4:00 Mon-Fri for all incident, requests, provisioning, and support services.

For more information about this service visit the BCNET service catalogue.
https://wiki.bc.net/atl-conf/display/BCNETServi...

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Third-party support
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Incident reporting and technical assistance for this service is not directly provided by BCNET staff.
For fastest support, please contact:

PebblePad directly. Members should login to their PebblePad community site and select "Support" from the dropdown menu.

Hours of support:

BASIC SUPPORT
Basic support is provided Monday to Friday and between the hours of 9am and 5pm PST. Support is available via email and webform to which a 48-hour target first response SLA applies.

ADVANCED SUPPORT
Advanced support via telephone, email, and webform is provided 24/7 Monday to Sunday to which an 8-hour target first response SLA applies. Advanced Support is mandatory for all Designated Members whose Active Users are >= or will be 10000. For all other Designated Members Enhanced Support is optional.

For more information about this service visit the BCNET service catalogue.
https://wiki.bc.net/atl-conf/display/BCNETServi...

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Third-party support
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Incident reporting and technical assistance for this service is not directly provided by BCNET staff.

For fastest support, please contact: tiisupport@turnitin.com.

For more information about this service visit the BCNET service catalogue.
https://wiki.bc.net/atl-conf/display/BCNETServi...

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Third-party support
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Incident reporting and technical assistance for this service is not directly provided by BCNET staff.
For fastest support, please contact:

TelemetryTV directly. Members should utilize the chat-room feature built into their Digital Signage platform. Alternatively, members can contact Microserve at cmc@microserve.ca

Hours of support:
TelemetryTV Chatroom is available to members and monitored live during business hours (06:00 - 17:00 PST Monday - Friday, excluding Canadian statutory holidays).

Microserve Business hours are 06:00 - 17:00 PST Monday - Friday, excluding Canadian statutory holidays.
“Live person” at CMC team response from Microserve within 4 hours during business hours.
OR
Next business day for requests received outside of business hours.

For more information about this service visit the BCNET service catalogue.
https://wiki.bc.net/atl-conf/display/BCNETServi...

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Third-party support
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Incident reporting and technical assistance for this service is not directly provided by BCNET staff.
For fastest support, please contact:

Note that BCNET does not provide Tier 1 support for IBM SPSS. BCNET only provides maintenance support for licensing servers operated by BCNET. Tier 2 support is on a best effort basis and the team can be contacted at sts-spss-ops@bc.net

Hours of support:
09:00 - 17:00 PST, Monday - Friday, not including statutory holidays.

For more information about this service visit the BCNET service catalogue.
https://wiki.bc.net/atl-conf/display/BCNETServi...

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Third-party support
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Incident reporting and technical assistance for this service is not directly provided by BCNET staff.
For fastest support, please contact:

LinkedIn directly. Members should email their LinkedIn Learning Cutomer Success Manager.

For more information about this service visit the BCNET service catalogue.
https://wiki.bc.net/atl-conf/display/BCNETServi...

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Third-party support
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Incident reporting and technical assistance for this service is not directly provided by BCNET staff.
For fastest support, please contact:

support@teamdynamix.com, by phone at 877-752-6196, or through TeamDynamix's Main Support Page:
https://solutions.teamdynamix.com/TDClient/1965...

For more information about this service visit the BCNET service catalogue.
https://wiki.bc.net/atl-conf/display/BCNETServi...

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Third-party support
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Incident reporting and technical assistance for this service is not directly provided by BCNET staff.

For technical support, contact Ellucian directly. Members are to contact Ally Matejcek at ally.matejcek@ellucian.com or Conrad Bartels at conrad.bartels@ellucian.com.

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Third-party support
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Incident reporting and technical assistance for this service is not directly provided by BCNET staff.

For technical support, contact Oracle Directly. Members can submit a support ticket to Oracle at https://support.oracle.com/portal/

Hours of support:
Support is available 24/7.

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Third-party support
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Incident reporting and technical assistance for this service is not directly provided by BCNET staff.

For technical support, contact BCNET's DATA-SAFE Operations Team by emailing bcnet-datasafeop@bc.net

Hours of support:
Support is provided 9:00 – 16:30 PT Monday to Friday.
For more information about this service visit the BCNET service catalogue.
https://wiki.bc.net/atl-conf/display/BCNETServi...

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Third-party support
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Incident reporting and technical assistance for this service is not directly provided by BCNET staff.

For technical support, contact BCNET'S EduCloud Operations Team by submitting a ticket at https://web.it.ubc.ca/forms/bcnet/

Hours of support:
These requests will be addressed during regular business hours between the hours of 8:30 am through 4:30 pm PT Monday to Friday.
For more information about this service visit the BCNET service catalogue.
https://wiki.bc.net/atl-conf/display/BCNETServi...

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Third-party support
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Incident reporting and technical assistance for this service is not directly provided by BCNET staff.

For technical support, contact BCNET'S EduCloud Operations Team by submitting a ticket at https://web.it.ubc.ca/forms/bcnet/

Hours of support:
These requests will be addressed during regular business hours between the hours of 8:30 am through 4:30 pm PT Monday to Friday.

For more information about this service visit the BCNET service catalogue.
https://wiki.bc.net/atl-conf/display/BCNETServi...

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If service is degraded, please select the level of impact to your operations.
- Low / Inquiry (we strive to respond within the next business day) [this is the default]
- Medium (we strive to respond in less than 4 hours)
- High (we strive to respond in less than 2 hours)
- Critical (we strive to respond in less than 15 minutes)
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