Research Support Service Management Procedures

Service Request, Tracking and Completion

Is initiated via RT queue specific to the lab <your lab acronim>-gripe@fas.sfu.ca. Well defined tasks get assigned to appropriate person in RCG by RT administrator. Status of RT ticket should be kept up to date.

Where funding or service changes are needed, Lab Techical Contact person will discuss with lab PIs and management committee as appropriate. Lab Technical Contact person should deal with more complex requests.

Forum to discuss and design service changes

Management committee

reviews and approves service changes that fall within the scope and budget of current operations.  Coordinate requirements with service providers.

Advisory committee

review and approves current and proposed services, sets directions for FAS research support,  allocate resources, set broad timelines, initiate discussions with clients and service providers

Availability and contact information for RCG

Contact information for FASnet technical Support Stuff

Techical Support Stuff is available in the following working hours (PST):

Monday - Friday: 9:00am -- 5:00pm

Outside of our normal working hours we have limited weekends and holiday support that covers network infrastructure and server outages.

If you are unable to contact us via e-mail gripe@fas.sfu.ca (preferred method) you can leave a message on voice mail