Description:
Maintain Instructional Linux Systems (SQL, Web and Oracle Servers) in ITS WEB Lab includes the following:
- Receive and log user report.
- Perform initial triage/troubleshooting by phone, and if possible, using remote access tools
- If necessary, schedule on-site visit by support technician
- Repair or replace Linux based systems
How to Submit a Request:
Call or email ITS Web Lab.
Turnaround Time:
During regular business hours, ITS Web Lab addresses support requests on an immediate basis. If an on-site visit is required, that response is dependent on user availability, urgency of the issue, and call volume. ITS seeks to resolve 90% of all issues within 2 business days.
During extended support hours (evenings and weekends), ITS provides phone support on an immediate basis, but non-emergency on-site activities may be deferred to the next business day.
Required User Input:
- User's contact information and department
- Description of the issue, including time elapsed, type of system, etc..
- Level of urgency and impact
Prerequisites or Restrictions:
NA
