Emergency HELP Line Protocol

**During Office Hours (Monday - Friday, 9:00 AM - 5:00 PM):**
DMs should contact their assigned IT technician directly.

**After Hours and Weekends (5:00 PM - 10:00 PM):**
DMs or DOs should call the main HELP line phone number. Your call will be routed directly to the on-call technician's cell phone.

**After 10:00 PM:**
If you experience an issue that you cannot triage after 10:00 PM, please reach out to Global Care.

Borrows are completed automatically all day, every day; however, if it is an emergency, you can call these in to IT every night after 8PM or on weekends before noon.


Unlocks must be called in to IT by a DM and are to only be called in after 8PM every night or on weekends before noon. A technician is guaranteed to be able to process them immediately on weekends between 9AM and 11AM when you call within that time frame.

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