After-Hours IT Support and Emergency Contact

Questions

  • How do I get IT help when the Service Desk is closed?
  • Is IT support available after hours or on weekends?
  • What number do I call for 24/7 software support?
  • How do I report a major IT emergency outside of business hours?
  • What counts as an IT emergency that warrants an after-hours call?
  • Can I get help with Microsoft Office or Adobe apps after hours?
  • What should I have ready when I call the after-hours emergency line?
  • Who is Alithya? Who is Vitalyst?

Environment

This article applies to all Bowdoin College faculty, staff, and students who need technology support outside of regular Tech Hub and Service Desk business hours. Two after-hours options are available depending on the nature of your issue: 24/7 general software support and after-hours IT emergency escalation. For current business hours, see Technology Support Options and Hours in the Related Articles section.

Resolution

24/7 general software support

Around-the-clock support is available for general “how-to” questions about common software applications, including Microsoft 365 (Word, Excel, PowerPoint, Teams), Adobe applications, and smartphone support for iPhone and Android. This service is provided by Alithya (formerly known as Vitalyst), Bowdoin’s after-hours software support partner.

To reach 24/7 software support, call (207) 725-3030 and press 5. This option is available at any time, including evenings, weekends, and breaks. If you call outside of regular business hours, you will be transferred automatically.

Bowdoin-specific applications: Alithya cannot assist with most Bowdoin-specific systems such as Polaris, Canvas, or The Raiser’s Edge. For those systems, contact the Bowdoin Service Desk during regular business hours or submit a ticket through the Service Catalog.
Before calling: Many common questions can be resolved by searching the Knowledge Base. Use the search bar at the top of any KB page to look for articles on your topic before calling.

After-hours IT emergency contact

If you need to report a major technology emergency affecting the Bowdoin campus outside of normal business hours, call (207) 725-3030 and press 5. A live operator will take your information and contact the appropriate on-call IT staff member, who will return your call as soon as possible.

Campus-wide emergencies only: Individual technical issues — a laptop that won’t start, a forgotten password, a single application not working — are not emergencies. Report those through the Service Desk during regular business hours or submit a ticket through the Service Catalog.

What qualifies as an IT emergency

An IT emergency is a technology problem that meets all of the following criteria:

  • Affects the entire Bowdoin community or a large group of people
  • Involves a Bowdoin IT-managed service (not a third-party website or remote server)
  • Prevents access to resources essential for faculty, student, or college work

Examples of IT emergencies:

  • The Bowdoin website (www.bowdoin.edu) is inaccessible
  • The Bowdoin network is down across campus
  • Bowdoin’s phone system is not working
  • The Microwave file server is inaccessible
  • Canvas is inaccessible
  • Many users cannot send or receive Bowdoin email
  • A web-based system essential to college business is inaccessible
  • Many Bowdoin computers cannot be logged into

Information to have ready when you call

The operator will ask for the following when you call the emergency line:

  • Your name and a phone number where you can be reached
  • What time the problem started
  • Whether the problem is occurring on campus or off-campus
  • Your Bowdoin username
  • The application or service affected
  • Whether you are using a Bowdoin-issued or personal device
  • Whether the same problem occurs on more than one device
  • The exact step you were at when the problem occurred
  • The exact error message you received — leave it on screen so you can read it to the operator

Additional Help

If you need further assistance, you have several options:

  • Bowdoin Bot: Chat with Bowdoin Bot directly from any KB page for instant answers.
  • Phone: Call the Bowdoin College Service Desk at (207) 725-3030.
  • In person: Visit the Tech Hub in Smith Union during business hours.
  • Submit a ticket: Request assistance through the Service Catalog.
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Technology Support Options and Hours
Overview of all ways to contact Bowdoin IT for technology support, including walk-in, phone, live chat, and email options. Includes current hours for the Tech Hub, Service Desk, and live chat. Applies to all students, faculty, and staff.
The Tech Hub
Information about the Tech Hub, Bowdoin IT's walk-up support service located in Smith Union. Covers who the Tech Hub supports, what services it offers, operating hours, and how to make an appointment or join the waitlist.