Contact Us

Washington Technology Solutions

1500 Jefferson Street SE
Olympia, WA 98504

WaTech Support Center

Submit a request for service through our Customer Portal.

• Phone: 360.586.1000 or 1.855.WaTech1 (1.855.928.3241)
• Email: support@watech.wa.gov

If you are experiencing an outage or a service is degraded please call the Support Center directly:

• 360.586.1000
• 1.855.WaTech1 (1.855.928.3241)

Support Center Operating Hours

NOTICE OF NEW OPERATING HOURS: 

Starting Dec. 29, 2024, the Support Center will be available from 7 a.m. to 6 p.m., Monday through Friday. This is a change from the current hours of 6 a.m. to 8 p.m., Monday through Friday.

This decision was made after analyzing call and case data to better understand customer needs during early morning and late evening hours:

• Call volume analysis: Fewer than two calls per week were recorded on average before 7 a.m. and after 6 p.m., with most issues resolvable via the After-Hours Phone Tree.
• Case analysis: Issue cases submitted during these timeframes averaged just 1–2 per day
• Issue assessment: A review of call transcripts and tickets indicated the majority of inquiries during these off-peak hours could have been addressed without direct intervention from Support Center staff.

Please rest assured that we remain committed to supporting you 24/7. Our on-call staff will continue to handle critical incidents, including hardware or software outages, at any time. Emergency calls outside standard hours will be routed through the automated system to connect you with a WaTech technician promptly.

Thank you for your understanding and continued partnership. Should you have any questions or concerns regarding this change, please feel free to reach out to us.

CURRENT HOURS:

Monday through Friday:

• 6 a.m. - 8 p.m.
• 8 p.m. - 6 a.m. Automated on-call support

Saturday/Sunday/Holidays - Automated on-call support

Process for escalating service tickets

To help ensure customer needs are met as quickly as possible, WaTech has an internal process to escalate issues brought to our attention. There are four levels described below for escalating a ticket with the WaTech Support Center. Each time a customer calls on a status of a request, the WaTech Support Center staff will escalate anywhere from Level 1, up to Level 4 - which is the highest level and includes life safety, security, and other critical issues. If an agency identifies a request as a critical issue, it automatically goes to Level 4.

Under the following levels, WaTech Support Center staff will:

Level 1: Contact the technician working the request to have them contact the customer. We also follow up with an email to the technician, manager and Support Center leadership team.

Level 2: Contact the service owner to have someone contact the customer as soon as possible. We will also follow up with an email to the technician, service owner, manager and Support Center leadership team.

Level 3: Contact the area Manager/Assistant Director to have someone contact the customer as soon as possible. We also follow up with an email to the technician, Manager/Assistant Director, service owner, and Support Center leadership team.

Level 4: Contact the Deputy Director to have someone contact the customer as soon as possible for emergent, life safety, security, and other critical issues. We will also follow up with an email to the technician, service owner, manager, deputy director and Support Center leadership team.

Visiting the building?

Parking options:

• Visitor parking in front of the building (2-hour maximum)
• Jefferson & Maple parking lot (parking fees apply)
• Plaza Garage visitor parking (parking fees apply)
• Streets around the building (2-hour maximum)

More parking information for the Capitol Campus is online at: Capitol Campus Interactive Map | Department of Enterprise Services (DES) (wa.gov)