Users/Customers
Faculty & staff
Service Provisioning
ithelp.siu.edu request fulfilled by OIT Enterprise Systems
Supported Environment/Services
Windows and Linux based servers – service availability dependent upon application
SLA Response Times
SLA response times operate on a continuum and the department assigned to your incident will select the SLA based on the details you include in the incident and the number of individuals impacted.
Service Request Response:
|
Service Request
|
Response
|
Resolution
|
|
Routine Request for New Service
|
1 business days
|
10 business days
|
Incident Response (Get Help):
|
Severity
|
Response
|
Resolution
|
|
Emergency Incident*
|
1 business hour
|
3 business hours
|
|
Work Stoppage Incident
|
2 business hours
|
1 business day
|
|
Inconvenience Incident
|
2 business days
|
5 business days
|
For customer submitted issues:
*Emergency incidents require that the customer be reachable via phone and that the phone number is documented in the incident. Any customer that does not respond to phone queries will have their ticket downgraded. If the issue requires us to rely on an outside vendor for assistance, we may be unable to meet the posted response times.
For service related issues:
Our services are monitored. We are notified upon most service failures, and treat service outages as critical events require the service managers / process owners to begin working on the problem within 30 minutes of notification unless we deem the problem to be low impact (little to no client impact).
Maintenance Schedule
Backend infrastructure will be done during the Standard IT maintenance window and should not impact any VM servers. However, the VM server itself will require patching in these manners:
- Windows servers can be placed on our monthly maintenance cycle in line with Microsoft patches, typically the 2nd Friday, Saturday, or Sunday of each month at the VM server owners’ request. Optionally the owner may patch the system themselves.
- Linux servers are updated on the second Saturday each month in all cases.
Service Targets: 99% uptime
This service is governed under SIUC Change Advisory Board. Please see this site for details:
https://oit.siu.edu/routine-maintenance-periods.php
