Connecting Windsor-Essex™

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  • Service Availability
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      Service Availability  
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    x) SmartNote: If you find an issue or something isn’t working, report it! Learn how in this section.

    The table below provides details for Portal service availability and appropriate escalation procedures. For definitions associated with the service levels, please see the extended version of this document.

    TimeService LevelCourse Of Action
    12:00 midnight – 8:00 a.m.
    7 days per week    		 Maintenance Window Do not escalate or report issues.
    8:00 a.m. - 12:00 midnight
    7 days per week    		 Basic Service Availability 8:00a.m. – 4:30 p.m. Monday – Friday
    1. Call 519-253-3000 ext. 4800
    2. If you hear a message that indicates an issue exists do NOT escalate.
    3. If no issues are reported on ext.4800, initiate an escalation:
    8:00 a.m. - 12:00 midnight
    7 days per week    		 Basic Service Availability 4:30 p.m. – 12:00 a.m. Monday – Friday and 8:00 a.m.- 12 Midnight EST on Weekends/Holidays
    1. Call 519-253-3000 ext. 4800
    2. If you hear a message that indicates an issue exists do NOT escalate.
    3. If no issues are reported on ext.4800, initiate an escalation:

    Individual follow-up to users will not be made to report that an issue has been resolved. Please note that all users are encouraged to check the automated message at 519-253-3000 ext. 4800 to determine the status of any reported issues.

    y) SmartNote: Call the above number anytime to find out if the Portal is experiencing technical difficulties.

    Once the issue has been corrected, the recorded phone message will be changed to indicate that the Portal is functioning normally.