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After-Hours Support
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The following procedures are in place for after-hours support for offices supported by Electronic Student Services. We understand the need for support beyond the normal workday. After discussions with the Division's administrative staff it was determined that support from 6:00 am to 10:00 pm, 7 days a week is adequate to meet the needs of the Division. We have defined the following support structure:
- Normal support hours are from 8:00 am to 4:30 pm
- After-hours support is from 4:30 pm to 10:00 pm
- Early morning support is from 6:00 am to 8:00 am
Prior to calling for after-hours support please do the following:
- First try to shutdown, then reboot to see if that takes care of the problem (you may need to hold the power button down for up to a minute to do a hard shutdown).
- Determine if the problem needs to be addressed right away or if it can be addressed the next morning.
- Make sure that the problem is work-related.
- Please be prepared to give as much detail as possible, not just that "the computer is not working".
Items that are critical that should be paged immediately:
- Can't access the Division's servers (can't login)
- Can't access GroupWise
- Can't use a specific system that is maintained by ESS. (i.e. RecTrac, Fore Reservation, CS-GOLD, TCR, WEB, Hotel, Conference Programmer, ETC.)
The duty pager phone number is 800-512-3621 and is only to be used for these critical cases after 4:30 pm until 10:00 pm or 6:00 am to 10:00 pm on weekends and holidays.
If the problem is identified after 10:00 pm and before 8:00 am in addition to contacting the duty pager leave a voicemail for Robert Emmert at 298-3160, for support the next morning.
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