Skip to main content

more options

Submit a Help Request

When submitting a help request, you can set the priority of the request. Keep in mind the severity of your request. Only help requests specified as Critical will be handled off business hours. Note that the response times below are not a guarantee that the issue you are having will be resolved in that time, but you will be contacted and have someone working to resolve the issue by the time listed. Feature requests will be resolved in a timely manner depending on the need of the request. There is no charge for any help request sent to Access Control, but there may be charges from other departments if hardware or network maintenance must be performed.

Please check if the following documentation can answer any questions before submitting a Help Request:
Logging into BASIS Holidays & Timezones
Access Levels Managing Cardholders
Alarm Monitoring Basics Video Systems
Connecting to BASIS from Off-campus

Submit a Help Request


Our Help Request Priority Assignments and Response times are listed below. Please note that due to end of semester activities such as Commencement, Senior week and Alumni week our ability to resolve issues may be impacted. We will still maintain response time to Critical issues. Thank you in advance for your understanding.

  • Low
    • Low priority is mainly for feature requests, and questions about Access Control not related to a particular issue.
    • Examples:
      • You would like someone to be trained on the Access Control system.
      • You would like to have a custom report or tool written that is not already in BASIS or in Tools & Reports
    • Response time: 8 hours, 8:00 AM-4:30 PM Monday-Friday
  • Medium
    • Medium priority is the default priority when submitting a help request. It is a good choice when you need a response to an issue or modification to BASIS users, but it doesn't not have to be done by the end of the business day.
    • Examples:
      • Pin requests that are not needed immediately
      • General issues that are not interfering with your Access Control needs currently
      • Cardholder issues that do not need to be remedied immediately
    • Response time: 4 hours, 8:00 AM-4:30 PM Monday-Friday
  • High
    • Please select high priority if the issue needs to be handled as soon as possible, but not immediately.
    • Examples:
      • Cardholder issues that are affecting access that needs to be remedied quickly
    • Response time: 2 hours, 8:00 AM-4:30 PM Monday-Friday
  • Critical
    • Please select critical if you are experiencing an issue that needs to be resolved immediately, a card access device is offline, or if a modification to the users on your segment is critical in nature.
    • Examples:
      • A panel, camera, reader, or other device is offline or not responding
      • Immediate need to make modifications to Access Control in your facility and you are having issues using BASIS applications
      • Time-sensitive BASIS user changes
      • Issues that may affect the security or safety of your facility
    • Response time: 1 hour, 24/7 support

Submit a Help Request