New hours of operation for WaTech’s Support Center will go into effect on Sept. 1.
The Support Center, which fields customer phone calls for all types of issues regarding services and systems managed by WaTech, will continue to be fully staffed from 6 a.m. to 6:30 p.m. Monday through Friday. Between 6:30 p.m. and 6 a.m., the Support Center will switch to automated on-call support, where a caller will be prompted through an interactive voice system to a technical staff expert equipped to handle the issue.
On weekends, automated on-call support will be in place.
Deputy Director Scott West said the change from around the clock on-site support is based on usage data showing when support services are the most critical. Although some of WaTech’s customer agencies may have to perform more monitoring of their individual applications that are tied to the state’s IBM mainframe, WaTech will continue to manage and be ready to address any network outages or issues that develop with hardware or software 24/7/365.
The 18-member Support Center is the main customer-facing nerve center of WaTech. Its staff use an incident management system to log, track and monitor incidents, and are able to help customers directly through a knowledge base of past issues and solutions. The team also helps prepare and distribute service alerts and notifications to agency customers.
The Support Center currently averages about 4,500 calls per month and about 15,000 “tickets” that reflect requests for help with WaTech services through the agency’s online support system.
Here’s how to reach WaTech Support Center:
By phone: 360.586.1000
By email: firstname.lastname@example.org