Services & Support
Our goal is to provide the best service to Student Affairs departments within the shortest period of time. This page outlines the guidelines we follow when responding to requests.
How to Contact SAIT for Services
Report a Problem in an Existing Application
What is a critical bug?
A critical bug has a severe impact on business operations. It means that the application is down or is not functioning properly and is preventing you from doing your job. There is no work around or other solution.
How does that affect my request?
If the problem that you reported is a critical bug, the application development team will include your request in their workload right away.
On the other hand, if your request is not critical, we will wait and keep your request until we work on a new version of the application.
How to report a problem?
Send SAIT a Request
Email sait@uconn.edu or use the online request system. Include the following information:
What application are you using?
Explain to us exactly what part of the application does not behave as expected.
Describe the problem
We need details, lots of them! If we cannot reproduce the problem or do not have enough information to understand the problem, we will not be able to correct the problem and help you. Explain what you are doing, step by step. Here are some tips:
- Explain what the problem is and copy the exact error you're seeing.
- Tell us what you are expecting.
- Include a screenshot: If you do not want to include an image in your email, you can use the UConn Dropbox at dropbox.uconn.edu
- Your ticket
After you submit your request, you will receive a confirmation email that includes a link to your ticket. One of the application developers will acknowledge that we have received your request.
We will evaluate and determine if it is a critical bug and will let you know if we're going to work on it right away or pool it until the next version.
- Work in Progress!
We are working on your request. You can now start to track our progress by viewing the ticket link!
We may ask you some follow-up questions as we work.
- Test and Approve
Once we have fixed the problem, we will ask you to review the behavior of the application. You are the best person to verify that the application is working the way that you are expecting. We may need you to do this several times. It is important for you to take the time to test and approve our work.
- It is Live!
Once you approve the changes, we will make the new version available in production.
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