ITS Server Support Policy
Effective March 7, 2002
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 (~20) servers and (~31) 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."