We set standards to meet your needs and expectations when receiving a service from us. We want you to know what to expect. We are committed to creating an environment where everyone is treated with dignity and respect at all times.

Information Services Technical Support Hours of Operation

Monday – Friday, 8:00am to 5:00pm

24/7 Emergency call line available for Law Enforcement and 24/7 agencies.  

Information Services Technical Support General Communication and Office Coverage Expectations

Telephone Inquiries:

1. Telephone Inquiries (269-673-0470, Ext 2600)
   1. Calls will be answered as promptly as possible.
   2. When voicemail is necessary or should a customer prefer to leave a voice-mail, IS personnel checks the voicemail box every 15 mins. 
   3. If the individual you are contacting is out of the office, their phone will be forwarded to another department staff, but if you do reach the original individuals voicemail, a message will be left on their machine notifying the customer of the individual’s return to work date and an alternate contact.

Email/Website Inquiries:

1. All e-mail and/or website inquiries, will be acknowledged within 2 business days.
2. If the individual you are contacting is out of the office, an automated email notification will be sent to the customer. This notification will include the individual’s return to work date and an alternate contact.

Front Desk (in person) Inquiries:

1. Monday – Friday 8:00am to 5:00pm
2. IS will staff a technical resource in the office Monday-Friday 8:00am to 5:00pm.  Depending on workload, the resource may be able to triage your issue.  If they do not have availability, requestor will have a work order entered on their behalf and scheduled for a later date/time
3. Customers will be informed of the normal process time for their inquiry, when they can expect completion and any delays that may arise in the process.
4. Customer will be provided the contact information of the person who is to follow up with them and guide them through the process.
5. Customer will be informed if there are alternative options.

Information Services Technical Support Delivery Standards

Priority 1:

• Affecting Service to Customers
• Affecting multiple services/staff
• No alternative or backup service is available
• Need Resolution within 4 hours
• TSS Response Time
  • First contact within 20 minutes
  • Specialist is dispatched within 1 hour

Priority 2:

• Default Priority for General Service Requests
• Does not require advanced scheduling
• TSS Response Time:
  • First contact within 4 business hours
  • Specialist dispatched within 2 business days

Priority 3:

• Advanced Scheduling Required
• Loaner equipment requests
• TSS Response Time:
• First contact within 2 business days.
• Resource dispatched according to scheduled need.

To provide additional feedback or speak with a representative, please fill out our Customer Service Survey. For priority matters that require immediate assistance, please contact  Randy Vanatter, Technical Services Manager, at 269-673-0470, Ext 2600 or infoserv@allegancounty.org