WaitWell queue support

Request assistance with WaitWell

WaitWell provides the following for how-to resources and assistance:

• Self serve resources available from their website 
• Email support for general enquiries and enhancement requests. You can expect a response within 24 hours.

Access WaitWell’s services through the following channels:

• WaitWell Knowledge base website
• Email: support@waitwell.ca  

Cost

This service is free for current WaitWell subscribers.

Requirements

Must be a current WaitWell subscriber. The subscriber must already have the service provisioned. The service can be initiated via a Request provisioning queue ticket. On this page, select the Request provisioning queue tab for more information.

Need additional WaitWell support?

If you require additional support, create an IT ticket outlining your request.

Request additional support

Request consultation for WaitWell

Request time with an IST technical representative to discuss your physical queue management needs. Some requests may require you to consult directly with other university departments such as the Access and Privacy Office.

Cost

This initial consultation service is free. Provisioning of any services resulting from the consultation are fee based.

Requirements

None

Request consultation with an IST technical representative

Create an IT ticket to request consultation with an IST technical representative.

Request consultation

Request provisioning WaitWell queue management

Cost

This service is fee based at $10,000 per annum; including:

• Access to WaitWell's full feature set
• Up to 200,000 SMS messages for your subscription
• 1 hour training for queue administrators by WaitWell

Requirements

• Must have funding to pay annual cost.
• Must have staff available to administrate and work the queues. Read WaitWell Software Roles and Parameters (PDF).
• All configuration is completed by the WaitWell vendor.
• Queue must be for the purposes of supporting students, staff or faculty at UM campuses

Submit request for provisioning WaitWell queue management

Create an IT ticket to request provisioning a queue for WaitWell. A specialist will review it with you to finalize requirements and provide estimates. Some requests may require you to consult directly with other university departments such as the Access and Privacy Office.

If a consultation was previously requested, please provide all details or your previous service request ticket number. 

Request provisioning queue

Purchase WaitWell kiosk

What is a WaitWell kiosk?

A WaitWell kiosk provides the capability to join a WaitWell queue for those who are unable to use a mobile device or computer. A typical kiosk includes a desk, tablet, monitor and mouse. View an example of a kiosk.

Cost

• The consultation and setup of software is free.
• The vendor will charge for the kiosk ($2000 - $3000 is the typical range).
• Physical Plant costs may be incurred if infrastructure changes are required.

Requirements

• Must have the appropriate space with power available and approval to install
• Must be a current WaitWell subscriber. The subscriber must already have the service provisioned. The service can be initiated via a Request provisioning queue ticket. On this page, select the Request provisioning queue tab for more information.

Request kiosk purchasing assistance

Create an IT ticket to request kiosk purchasing assistance. Someone from the Service Desk will ask you for more information and assist you.

Please provide the following information in your ticket:

• How many kiosks?
• FOAP

Request purchasing assistance

Report a problem with WaitWell

Cost

This service is free for current WaitWell subscribers.

Requirements

Must be a current WaitWell subscriber. The subscriber must already have the service provisioned. The service can be initiated via a Request provisioning queue ticket. On this page, select the Request provisioning queue tab for more information.

Report a problem with WaitWell

Create an IT ticket to report a problem with WaitWell queue management or kiosks. A technical representative will review the issue and attempt to resolve any performance issues.

Please provide the following information related to the problem:

• Name of Queue
• Faculty / Department
• Issue Experienced
  • Slow Performance; Description
  • Unable to Access; Description
  • Other issues; Description

Report a problem