Service Group


Service Dependencies

Colleague, Ethos Single Sign-On, Firewall Policy, and Internet

Service Department:

Operations and Enterprise Management

Service Description

Brief Description:
eCommerce is a software used to process credit card payments via cashiers or online through official payments/ACI.  
eCommerce is a credit card payment software.
Available Hours:
eCommerce services are unavailable 1am-2am nightly, 5am-7am Fridays, 10pm-12am 3rd Saturday of each month.


How to Access:
The cashiers access eCommerce via Colleague and other users access via WebAdvisor/Self-Service/Destiny One. 
Contact the Service Desk for questions about errors with cashier payments otherwise, everything else is controlled by the Business Office.



All service level requests will be initially handled by the Service Desk. 

Priority Levels and Response Times:
A priority system will be applied to all calls and tickets by the Service Desk and routed to the appropriate department according to the following criteria:
Priority, Impact, Definition, Response Time, and Resolution Time

Priority: 1
Impact: Critical
Definition: A number of college systems impacted or affects multiple people significantly
Response Time: Within 30 minutes
Resolution Time: 4 business hours or until fixed
Priority: 2
Impact: High
Definition: Affects small number of people significantly
Response Time: Within 1 business hour
Resolution Time: 10 business hours
Priority: 3
Impact: Normal
Definition: Affects small  number of people, but work can still be performed
Response Time: Within 3 business hours
Resolution Time: 24 business hours
Priority: 4
Impact: Low
Definition: Affects One person, but work can still be performed
Response Time: Within 1 business day
Resolution Time: 48 to 72 business hours


Report a Problem

Problems with this service should be reported to the ITS Service Desk. The Service Desk is available Monday-Friday 8:00am-5:00pm. You can contact us directly by calling 704-216-7200 or by visiting our Service Desk Portal site. A ticket will be created to track this issue and provide further communications. 


Creation date: 11/22/2021 8:46 AM      Updated: 6/13/2023 11:49 AM