While our goal is to have no network outages, they will occur from
time to time – and sometimes they occur outside normal work hours.
Hopefully, most off-hour problems will be resolved prior to users becoming
aware of the outage. The Office of Technology and Information Services has implemented
new procedures for providing emergency network support outside normal
work hours.
Computer problems are classified into three categories:
Type 1 failures are those relating to what are considered
to be “core” infrastructure components of the network. These
include services such as email, the web server, the main file server
(Grey), the remote dial-in device and VPN devices, and other vital components
which if not working prevent employees from doing their job or make the network inoperable. These devices
are actively monitored and failure results in a page being made to network
analysts. In most cases, an outage of these core services will be addressed
the moment we become aware of the outage.
Type 2 failures are those that are more limited in
scope. Perhaps a switch that affects only a single floor of a building.
Since often these devices can be out of service without actually impacting
workers, these outages are of lower importance and will be responded
to only if reported. Otherwise they will be addressed at the beginning
of the next work day.
Type 3 failures are those that affect an individual
desktop PC. During off hours these will be responded to only if reported
by the user and if it is determined that this presents a true emergency
situation for the University.
OFF-HOURS HELP PROCEDURE
While our goal is to solve most problems before you become aware of
their existence, if you become aware of a network outage, please call
the Support Desk. Audix will answer and you will receive instruction on
how to access off-hour support. Remember: any time there is a computer
problem, call 512/499-HELP – even after hours or on the weekend
or holidays.
Problems with core services will be addressed immediately. Problems
of more limited scope will be addressed based on the circumstances and
the immediacy of the problem. In some cases department management will
be contacted to determine the severity of the situation in order to
determine the appropriate off-hour response.
If you have questions about these off-hour network support procedures,
please contact the Support Desk.
