 Service
Level Agreement
Call the ISU Helpdesk at 502-1919 or contact
us via email.
- In most cases, a technician will be available to answer your call
during Business Hours.
- If a technician does not answer your call, please leave a voicemail
message with a description of the problem and your contact information.
- If your call is urgent during Business Hours OR on Saturday and Sunday
7 AM - 6 PM, please key 1-1-2 at the end of your message to mark the
call as urgent and automatically page an ISU technician.
Note: High Priority Response and Resolution
Times will be honored only if 1-1-2 is keyed at the end of your
message.
- If your call is urgent during other Off-Hours, the Helpdesk voicemail
message will provide you with a pager number for the on call support
technician. Call that pager directly to contact a technician.
Note: This service is only intended for
Priority 1 outages. Fixes for lower priority outages will be addressed
the next business day.
- Contact us via e-mail
for reporting non-critical outages and requests. Email messages will
be reviewed periodically during Business Hours.
|
Response and Resolution Times |
| Problem
Severity |
**Business
Hours |
|
| Initial
Response: |
Initiate
Fix: |
Resolution: |
Initial
Response: |
Initiate
Fix: |
Resolution: |
| Priority
1 |
30
min. |
1
hr. |
ASAP |
1
hr. |
3
hrs |
ASAP |
| Priority
2 |
30
min. |
8
hrs. |
24
hrs. |
*1
hr. |
*Addressed
next business day using Business Hours support guidelines. |
| Priority
3 |
2
hrs. |
16
hrs. |
48
hrs. |
*1
hr. |
| Priority
4 |
8
hrs. |
1
wk. |
TBD |
*1
hr. |
** Note:
Hours stated in terms of business hours, e.g., 48 hours equal 6 business
days.
*Note:
This service is only intended for Priority 1 outages. Fixes for lower
priority outages will be addressed the next business day.
See a full list of application
and server priorities.

| Business Hours: |
Monday through Friday 7 am – 6 pm. |
| Off Hours: |
Monday through Friday 6 pm – 7 am,
Weekends and Holidays |
Customers may contact the ISU Helpdesk with one-week lead-time to make
special arrangements for more responsive after hours support for a specific
period of time for unique projects or activities. For example, it may
be imperative that a certain application has high availability over a
specific weekend. In this situation, additional on call technicians may
be assigned over the weekend and put on high alert to respond to problems
in a more timely fashion.
E-mail, file/print, Web, application, database, and other hosted services
This includes:
- priority 1 server crashes,
- priority 1 application and database failures
- systems that contain sensitive data including patient or student information
- other critical problems impacting one or more end-users
Desktops:
During Business Hours, includes:
- desktops disabled to the extent that the end user cannot function
or perform the basic tasks required for the position. The source of
the problem may be hardware, software, server, or the network.
- systems that contain sensitive data including patient or student information
During Off-Hours, includes:
- desktop problems related to campus network or Priority 1 server outages.
All other problems specific to the desktop hardware and software will
be addressed as a Priority 2 outage the next business day.
- systems that contain sensitive data including ePHI or student information
E-mail, file/print, Web, application, database, and other hosted
services
Includes:
- priority 2 server crashes
- inability of a production server to serve a subset of end-users or
properly render a portion of services and/or applications provided by
the server, i.e., partial server failure; new account creation
- and priority 2 application or database failures.
Desktops
Includes:
- desktops disabled to the extent that the end user cannot perform
all of the tasks required for the position but is able to perform other
tasks, e.g., unable to access e-mail
- locked accounts
- account password resets.
Includes:
- priority 3 server crashes
- non-critical problems
- "how do I" questions
- software extensions
- new hardware, and
- training related problems.
Includes:
- future requests
- maintenance
- software exceptions, and
- requests for applications/database development and enhancements.
Initial Response: Time allotted to respond
to an end-user after receiving a support call.
Initiate Fix: Time allotted to begin work
on a problem after receiving a support call.
Resolution: Time allotted to resolve
a problem after receiving a support call.
-
An Initial Response will consist of a phone call or email to the
requester to confirm the request, discuss details, assign a priority,
and issue a ticket number.
Note: Ticket numbers may not be assigned
during Off-Hours.
-
Targeted e-mail and/or phone distribution lists are maintained to
notify the appropriate parties affected by server and application
outages. During high priority outages, problem status will be communicated
periodically to the affected parties as new information becomes available.
During off-hours status updates will be communicated through the Helpdesk
voicemail system.
-
As reasonably required, feedback on lower priority support calls
will be communicated via e-mail or phone to the affected parties.
-
The time required to resolve a Priority 1 outage will be dependant
on the severity of the problem and number of Priority 1 calls in the
queue.
-
Resolution of Priority 2 calls will be addressed in the order received
and after all Priority 1 calls have been addressed.
-
Some Priority 2 server outage calls are related to a subset of users
in a single network (i.e., a building or floor) or user population
(e.g., Macintosh users) unable to access the server. If the problem
is determined to be a network segment outage, the call will go back
to the departmental CSC to open a ticket with OAAIS or ISU will initiate
the service call to OAAIS.
-
Scheduled Outages: An e-mail or voicemail notification will be sent
to the appropriate parties 2-5 days in advance of a scheduled integration
or production server outage.
- Website Monitor: An automated computer program called "Site
Probe" checks the accessibility of the SOM website every 5 minutes,
7 days a week, 24 hours a day. If the program finds that the site is
inaccessible from outside the UCSF network for a sustained period of
10 minutes or more, the Site Probe program pages an ISU technician.
A Priority 1 action will be initiated if the “Site Probe”
fails to render either of the following pages:
- http://www.medschool.ucsf.edu
- http://www.medschool.ucsf.edu/medstudents/
- http://missinglink.ucsf.edu/sitefinder/XcDirectory.asp
- https://somowa.ucsf.edu/exchange/logon.asp
Server Outage Priorities
|