New CWS-CARES Service Desk Hours – Monday – Friday 8:00 a.m. to 5:00 p.m.

To all County CWS SPOCs, CWS Technical Contacts:

Effective July 1, 2019 the CWS-CARES Service Desk hours will change from 24/7/365 support desk to Monday – Friday 8:00 a.m. – 5:00 p.m., excluding state holidays. The change in hours is a result of minimal service desk support call/ticket volume( 2% of service desk calls within the past year) during afterhours and weekends. As communicated to counties in various county forums, over the next six months, the CWDS team will transition from the custom development of CARES to the development of CARES using a CRM based application within a Platform as a Service. Over the next six months, the CWDS Project will be procuring a system integration vendor and obtaining licenses for the selected platform. During that time, counties will continue to assist with CARES business requirements through the continued refinement of the product blueprint. Reestablishing the Service Desk extended hours of support for future CARES development activities will be reevaluated when CARES implementation planning under the new development model indicate that the support will be needed.

During non-working CWS-CARES Service Desk hours the counties may email the CWS-CARES Service Desk at Servicedesk@cwds.ca.gov and a CWS-CARES service desk representative will contact you the next business day. Please note, if you call the service desk during non-working hours, you will be prompted to email or call back during business hours.

Action Required

Email the CWS-CARES Service Desk for any after hour support needs at Servicedesk@cwds.ca.gov and a Service Desk representative will contact you the next business day.