CareFirst Service Desk

Associates utilizing the CareFirst Virtual Workplace, will be provided problem support as follows:

IT Service Desk Number: 410-998-6400 or 202-680-6400

Service Desk Business Hours of Support for Remote Access Problems:

Monday - Friday 6:00 a.m. through 6:00 p.m.

AFTER HOURS Support for Remote Access Problems:

Monday - Friday: 6:00 p.m. through Midnight
Sunday: 6:00 a.m. through 6:00 p.m.

PLEASE NOTE: Calls received after hours are triaged by the CareFirst IT Data Center Operations team who will escalate the problem to the appropriate IT support staff. Those calling to report remote access problems outside of the stated hours above will be advised to call back the next day during stated support hours.

STATED LEVELS OF RESPONSE TIME:

• After escalation to the support team, the customer reporting the problem may expect a call back within ONE HOUR
• The support team commits to resolution or alternative access method provided for the reported problem WITHIN TWO BUSINESS DAYS

EXCLUSIONS:

• Support will not be provided for the hardware and operating system associated with a customer’s personal PC.
  In this case, the associates will be referred to an external support source
• Support will not be provided for problems experienced with an associate’s personal ISP
• “House calls” will not be provided as a general rule

For more details on service level expectations, refer to the "Casual User Server Level Expectation Document" located in the Remote Access Data Repository