ITS Server Support Policy

Service Goal:

All Network Services are operational by 7:30 AM Monday through Friday, and by 1:30 PM on weekends.

Procedure:

Monday thru Friday, all servers and services will be inspected between 7:00 AM and 7:30 AM to ensure operational status. (On Saturdays and Sundays this inspection will occur at 1:00 PM when the Helpdesk opens and will be completed by 1:30PM.)

If a server must be rebooted due to an error noted during inspection or emergency, that will occur immediately. Reboots take approximately 5 minutes.

Service Goal:

Minimize Customer Interruptions

Procedure:

If a server must be taken off-line for maintenance or tuning for an hour or two, that will be primarily scheduled between 5:30 AM and 7:30 AM Friday, between 5:30 AM and 7:30 AM on Saturday, and between 8 AM and 10 AM Sunday.

On very rare occasions, the servers may be taken off-line during the week; if so, this will occur after 10PM Monday through Thursday nights. If a server must be taken off-line at night:

  • Permission must be granted by the Executive Director of Information Technology Services
  • The Helpdesk and the campus community will be notified 72 hours in advance by e-mail and via the home page " News & Events ."

Other Procedures:

  • E-mail servers are equipped to send a page to a Network Team member if fatal or non-fatal hardware and software problems occur. This alerts network Team members to problems before servers cause users problems.
  • Helpdesk Staff will be equipped with a web-based server monitor so they can keep an eye on server operations
  • If an emergency reboot is needed during the day, the Helpdesk will be notified immediately after the reboot is started.
  • If maintenance is planned, the Helpdesk and the campus community will be notified 72 hours in advance by e-mail and via the home page " News & Events ."


First Adopted March 7, 2002