Scope of Support - AudienceView

AudienceView Support posture within UHCL

Tiers of support for a UHCL user who contacts OIT Support Center for assistance with the AudienceView event ticket purchasing application rolled out by UHCL Theater Dept.

Tier 1 Support

Issues (general):
- Local AudianceView account assistance.
  - Refer to Cultural Arts Dept.
- Ticket purchase assistance.
  - Refer to Cultural Arts Dept.

Issues (equipment):
- Scanners (2)
  - Create work order and assign ticket to Tech Services.
- Printers (2)
  - Create work order and assign ticket to Tech Services.
- POS Machines
  - Create work order and assign ticket to Tech Services.
- Laptop (2)
  - Create work order and assign ticket to Tech Services.
- Phone
  - Create work order and assign ticket to Tech Services.
Issues:
- ~~UHCL Password assistance.~~
- ~~GoUHCL assistance.~~

Tier 2 Support

OIT Tech Services:

Scanners
- Rentals
Printers
- NOTE: Out of warranty
- Driver assistance
- Network issues
POS devices
- NOTE: Out of warranty
- Network issues
Laptop
- UHCL Devices
Phone
- UHCL Devices

OIT Network:

Networking issues

OIT AppDev/SysAdmin:

~~Active Directory issues~~

Tier 3 Support

Cultural Arts Dept will engage with Vendor on behalf of user.

Local AudianceView account assistance.
Ticket purchase assistance.
AudianceView equipment assistance.

Contact Details:

Cultural Arts Dept.

https://uhcl.universitytickets.com/
(281) 283-3024
BayouTheater@uhcl.edu

SLA

AudianceView:

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