Winter Recess Support 2017

Full technical and functional assistance for all systems, hardware, and software supported by FIS will end at 5:00 PM on Thursday, December 21, 2017 and resume at 8:00 AM on Tuesday, January 2, 2018.  As in prior years, only emergency technical and functional support will be available during the Winter Recess and will not include such things as development work, web updates, equipment moves and installations, loaner equipment requests, application configuration, software deployments, training, or new account creations.

To receive timely service, it is important to follow the instructions below to initiate a request for service. Please do not call, leave a voice-mail message, or e-mail a FIS staff member directly to initiate a request for service. All requests will be responded to during the hours listed below according to the levels outlined in the Service Level Agreement. When requesting service, it is important to provide a telephone number where you can be reached during the support hours.

Support Hours

Date Hours of Operation
Friday, December 22 Closed
Monday, December 25 Closed
Tuesday, December 26 9:00 AM – 3:00 PM
Wednesday, December 27 9:00 AM – 3:00 PM
Thursday, December 28 9:00 AM – 3:00 PM
Friday, December 29 9:00 AM – 3:00 PM
Monday, January 1 Closed
Tuesday, January 2 Resume full operations at 8AM

To initiate an FIS request for service, use the following methods:

Online Phone*
During Operating Hours
Outside Operating Hours
FIS Support Portal
Submit a ticket for all requests
FIS Emergency Support Hotline
Dial 412-624-FIS1 (3471)
FIS After Hours Critical Support Hotline
Dial (866) PITT-FIS

*Please call this hotline if the portal is unavailable or there is a critical issue that needs attention immediately.
**Please call this hotline outside of operating hours for issues that severely impact immediate productivity.

To initiate a PRISM request, use the following methods:

Online Phone
Submit a Help Ticket Dial 412-624-HELP (4357)

Happy Holidays from FIS!

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