IPTel Support and Escalation

All SoC users should direct technical support and administrative queries to SoC Technical Helpdesk via email (helpdesk@comp.nus.edu.sg) or call +65 65162736. SoC Technical Helpdesk will provide 1st Level support in SoC. Please do not call NUS ITCare as they are not equipped to assist and troubleshoot IPTel issues within SoC.

Escalation Structure

1st Level
All SoC users should contact SoC Technical Helpdesk. SoC Technical Helpdesk will provide support over phone and email. If onsite support is required, SoC Technical Workshop will assist.

2nd Level
If SoC Technical Helpdesk or Technical Workshop cannot resolve an issue, the matter will be escalated to SoC Network Team.

3rd Level
If an issue cannot be resolved by SoC Network Team, the matter will be escalated to NUS IPTel Operation Team.