On-Call Voicemail: (816) 271-4566
Due to the increased use and dependency upon information technologies used at MWSU, it has become necessary to provide on-call support during non-business hours for the major computing and network technologies. The IT Services office offers the following plan to provide problem resolution for major equipment and system failures outside of the Monday – Friday, 8:00 a.m. to 4:30 p.m. business hours. The purpose of this support coverage is to expedite the notification of IT Services personnel of problems during non-business hours, and to expedite the resolution of problems.
Supported Problems
Problem reports will be accepted for system failures dealing ONLY with primary central systems (Banner, TouchNet, Goldlink, storage server including N:, O:, & P: drives, and main web site), the campus network infrastructure (multiple wired network port failures or WiFi failure), and the Internet connections.
It will be imperative to the success of this system that support calls related to problems outside of these areas be placed to the Information Technology Services office during regular business hours. Support service calls related to desktop computing such as software applications, hardware problems including computers, cables, network cards, printers, and problems isolated to individual or departmental systems or servers should be reported during REGULAR BUSINESS HOURS ONLY to the Help Desk (271-4555).
Support Schedule
| Day(s) | Call Received | Response Call |
|---|---|---|
| Monday – Friday | 7:00 a.m. – 8:00 a.m. | By 8:00 a.m. |
| Monday – Friday | 4:30 p.m. – 11:00 p.m. | Within 1 hour or by 11:15 p.m., whichever occurs first. |
| Monday – Thursday | 11:01 p.m. – 7:00 a.m. | By 7:15 a.m. |
| Friday | 11:01 p.m. – 9:00 a.m. | By 9:15 a.m. (Sat.) |
| Saturday | 9:01 a.m. – 11:00 p.m. | Within 1 hour or by 11:15 p.m., whichever occurs first. |
| Saturday | 11:01 p.m. – 10:00 a.m. | By 10:15 a.m. (Sun.) |
| Sunday | 10:01 a.m. – 11:00 p.m. | Within 1 hour or by 11:15 p.m., whichever occurs first. |
| Sunday | 11:01 p.m. – 7:00 a.m. | By 7:15 a.m. (Mon.) |
Support Exceptions
No support will be provided on major holidays; New Year’s Day, Martin Luther King Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, and Christmas Day. Any problem report calls received on these holidays will be responded to within 15 minutes of the beginning of support coverage on the following day.
Support Procedure
Support coverage will assure telephone response from the Information Technology Services employee designated as “on-call”. For each problem that is reported using voice mail at telephone number, a call will automatically be placed to our on-call personnel. The “on-call” designate will return the call within the time frame listed above, depending on the day and time of the problem report. The on-call Information Technology (IT) staff person will return the call within the designated time frame and discuss the problem with the originator of the problem report. If the problem is determined to be a central computer system or network problem, then the IT staff person will begin to contact the appropriate Information Technology staff person to fix the problem or the IT staff person will respond to the problem if it is within their area of expertise. When the IT on-call staff person is able to develop a plan for resolution, a return call will be placed to the originator of the problem report for a status update.