Technology Support Center 888-818-5465 Room 009 Stalker Hall M-Th 7:30am to 9:00pm Friday 7:30am to 6:00pm Saturday 12:00pm to 9:00pm Sunday 12:00pm to 9:00pm
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Instructional Tools Support Center |
Telecommunications
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Classroom and Event Technology Support
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Responsibilities
Concept
When an event occurs:
In our environment, a technical area or the TSC may discover an event (1). The technical area is typically the group that knows what’s going on (2). The technical area and the TSC must collaborate to decide that an incident should be communicated and what information to provide (3). The TSC is designated as the area to send communications (4).
Steps – During Business Hours of the Technology Support Center:
1a. If a technical unit discovers the event: as soon as the event is discovered, call or arrange for a person to call
the TSC and report:
Parties to this interaction should arrange a time for a second contact if the event persists for 30 minutes.
1b. If the TSC begins taking phone calls and other contacts (5 or more) that suggest a problem is occurring, a
supervisor will contact the technical unit that is implicated in the issue based on what is known (i.e. if it appears that the network is down, the network support team will be called). The Operations Call List is to be used to identify office and cell phone numbers for the first and second contact. If neither can be reached, begin calling up the chain of supervisors, using office and cell phone numbers, as well, until someone is reached who can contact the appropriate technical personnel.
Once a person is reached, the TSC and the technical contact will establish:
Parties to this interaction should arrange a time for a second contact if the event persists for 30 minutes.
2. The technical unit involved proceeds to troubleshoot and attempt to resolve the problem.
3a. If notified by the technical unit within 15 minutes (approx.) of the initial communication that the problem is being or has been resolved, the TSC will create an outage ticket.
3b. If not notified by the technical unit within 15 minutes (approx.) of the initial communication that the problem is being or has been resolved, the TSC makes an initial communication that there is or may be a problem:
3a. At the 30-minute point (approximately), a TSC supervisor will call the technical contact to check the status of the problem. If the problem is not on its way to being fully resolved, the TSC will
4. If the problem continues, updates will be posted on the System Status Page at specific points: 7:30 a.m.,
11:30 a.m., and 3:30 p.m.
5. Immediately upon resolution of the problem, the technical area will contact the TSC. The TSC will:
a) post a resolution message on the System Status Page
b) send an OIT alert that the problem has been resolved
c) send an e-mail using connect communicating resolution of the problem
Steps – Outside Business Hours of the Technology Support Center:
Technical area: upon becoming aware of a technical event, or upon being informed of such an event by
the Operations staff, do the following:
Operations staff (if directed to post a System Status Page update as noted in b above):
Steps – Campus Event Impacting All Network or All E-Mail Access
We need to rethink how we will communicate is no one can get to the Internet or to e-mail
Steps – Campus Event of Significant Importance
This includes the following levels of service outage:
Actions to be taken, in addition to the appropriate actions above:
Either the TSC (or the responding technical area
Responsible Office: OIT
Contact: OIT Help Desk, (812) 237-2910
Website Address for this Procedure: None
Related Documents: None
Keyword Index: None
Appendices: 2
Appendix 1
Sample Wording for the System Status Page and the OIT Alert
Initial message:
[Date of Message] [Time of Message]
[Basic problem description]
[User group(s) impacted.]
[State a workaround if one is available.]
An update will be provided [at 11:30 a.m./3:30 p.m./7:30 a.m.] if the problem persists at that time.
Update message (11:30/3:30/7:30 a.m. as necessary)
[Date of Message] [Time of Message]
[Basic problem description]
[User group(s) impacted.]
[Describe at high level any actions taken by OIT to address]
[State a general expectation for when the problem will be resolved, if known]
[State a workaround if one is available.]
An update will be provided [at 11:30 a.m./3:30 p.m./7:30 a.m.] if the problem persists at that
time.
Post-resolution message:
[Date of Message] [Time of Message]
Problem resolved.
From [date/time] to [date/time], describe the problem and the user groups impacted.
Note: this can be a repeat of the initial message text, if that works.
If you believe you are still experiencing this problem, please call the Technology Support Center at
812-237-2910.
Note: Generally speaking, a post-resolution message should be left in place for five (5) business days.
Appendix 2.
Template for Creating a Technical Event Alert
General guidelines:
Standard Template:
What is happening?
Describe the issue and its impact: what is happening in non-technical terms
Who is impacted?
Describe the group(s) of customers that are experiencing the problem, or will experience it if
they attempt to use the system that is having a problem. For example: all students, all Banner users,
all faculty who attempt to enter grades
How does this impact me?
Describe the result of the issue, in non-technical terms. For example:
Is there a workaround?
Describe what to do while the issue is occurring, for example:
There is no known workaround.
Students who have an Ethernet cable may connect to the wired network on the ports in their rooms.
When and how will I be updated with a status on this issue?
Let our customers know how to get information on what is going on. Two paths, generally:
“For status on this technical event, see the OIT System Status Page at: [URL]”
An e-mail will be sent when the issue is resolved.
What do I do if I have questions or problems?
Contact the OIT Technology Support Center @ 812-237-2910 if you require more information or assistance.
For status on this event, check the OIT System Status Page at [URL].
All systems normal.
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Indiana State University
Terre Haute, IN 47809
Get Help:
(812) 237-2910
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