On-Call Services
816-271-4566

Due to the increased use and dependency upon computerized 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 Information Technology (IT) office offers the following plan to provide problem resolution for equipment and system failures outside of the Monday - Friday, 7:00 a.m. to 4:30 p.m. business hours.

Problem reports will be accepted for system failures dealing only with primary central computer systems (Banner, TouchNet, Goldlink, WebCT, GroupWise, 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, modems, 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 (x4555).

Information Technology Services will provide a problem reporting procedure by which a Information Technology Services employee will be on-call during non-business hours. Problem reports will be accepted for system failures dealing only with the central computer systems, (i.e. the administrative, library, academic, and e-mail/Internet systems), the intra-campus network, and the external Internet network.

A problem report voice mail number (816-271-4566) is available for our campus computer users (faculty and staff). Information Technology Services will offer a guaranteed response to the caller within one hour of receiving the call, based on the following schedule. The hours of support call coverage will be Monday - Friday 6:00 p.m. to 11:00 p.m. Return calls to the person reporting the problem will be no later than 11:00 p.m. for problems reported before 11:00 p.m. or 7:15 a.m. for calls placed between 11:01 p.m. and 7:00 a.m. Weekend hours of support call coverage will be Saturdays from 9:00 a.m. to 11:00 p.m. and Sundays from 10:00 a.m. to 11:00 p.m. Calls received between 11:01 p.m. on Fridays until 9:00 a.m. on Saturdays will be responded to by 9:15 a.m. on Saturday. Calls received from 11:01 p.m. on Saturday until 10:00 a.m. on Sunday will be responded to by 10:15 a.m. on Sunday. All calls received during coverage hours will be responded to as soon as possible within one hour of receiving the call or by the end of the coverage period, whichever occurs first. Coverage hours and response times are as follows:
 

No support will be provided on major holidays; New Year's Day, President'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 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 816-271-4566, a call will automatically be placed to our on-call pager number. The pager will record all problem calls. 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.

This support coverage guarantees that a IT staff member is available to be notified of problem reports. This support coverage does not guarantee that the appropriate IT staff person is available to come on-site and fix the problem on an immediate basis.

The purpose of this support coverage is to expedite the notification of IT personnel of problems during non-business hours and to expedite the resolution of problems.

Prepared 9/25/96, Edited for Web Page 10/06/09