From e3f8c99cb4b7c2e12e2ccbfe49b7180f429d42b3 Mon Sep 17 00:00:00 2001
From: Rich Wareham <rjw57@cam.ac.uk>
Date: Wed, 1 Dec 2021 10:58:54 +0000
Subject: [PATCH] update contact page with guidance from @ajc322
---
docs/contact/index.md | 30 ++++++++++++++++++++++++++----
1 file changed, 26 insertions(+), 4 deletions(-)
diff --git a/docs/contact/index.md b/docs/contact/index.md
index d23f2bc2..870e9010 100644
--- a/docs/contact/index.md
+++ b/docs/contact/index.md
@@ -1,9 +1,28 @@
# Contacting the team
-The generic email address for the team is
-[devops@uis.cam.ac.uk](mailto:devops@uis.cam.ac.uk). We have some
-service-specific contact addresses which should be used when contacting us about
-the corresponding service:
+First contact should **almost always** be made through the UIS service desk.
+Their contact details are available on a [UIS Intranet
+page](https://universityofcambridgecloud.sharepoint.com/sites/UIS_Staff_Intranet/SitePages/Incident-management-process.aspx).
+If you are not a member of UIS, we re-publish the details below but note that
+the intranet site is canonical:
+
+* **To log an incident** contact
+ [servicedesk@uis.cam.ac.uk](mailto:servicedesk@uis.cam.ac.uk).
+* **To escalate a ticket or contact the Service Desk Manager** contact
+ [servicedeskmanager@uis.cam.ac.uk](mailto:servicedeskmanager@uis.cam.ac.uk).
+
+!!! tip
+
+ If you are a DevOps member wishing to give the service desk a "heads up",
+ the correct contact is
+ [servicedeskmanager@uis.cam.ac.uk](mailto:servicedeskmanager@uis.cam.ac.uk).
+
+The remaining contact details should ordinarily only be used by the service desk
+when escalating an incident. _Please do not attempt to circumvent the process by
+emailing us directly._
+
+We have some service-specific contact addresses which should be used when
+contacting us about the corresponding service:
* GitLab support requests should be [raised as an
issue](https://gitlab.developers.cam.ac.uk/uis/devops/devhub/docs/issues) on
@@ -30,3 +49,6 @@ the corresponding service:
You can send us GPG encrypted files or email by using our [GPG public
keys](./public-keys.md).
+
+The generic email address for the team is
+[devops@uis.cam.ac.uk](mailto:devops@uis.cam.ac.uk).
--
GitLab