Document Name: NCSA Networking Contact Process Version: 1.0 Accountable: David Wheeler Authors: David Wheeler Approved: ???? |
Urgent Priority
Networking Incident or concern that is of a critical nature and requires immediate response.
- Examples: Key resources managed by Network Engineering are down (e.g., routing or basic network connectivity is down), or a networking outage on a production system is in progress.
NCSA has a 24/7/365 operations help desk that can in an emergency direct any networking incidents and issues to the appropriate Network Engineers. You can contact the help desk at (217) 244-0710, or email "help ( at ) ncsa.illinois.edu".
Help Desk Instructions
High Priority
Needs to be addressed in a timely manner, i.e., in the next couple hours during business days.
- Examples: A new user needs access to a system controlled by Network Engineering, or you think that your laptop or web site may have been compromised.
- Send a note to "help+neteng ( at ) ncsa.illinois.edu"
- Flag the note as High Priority
- List Subject as High Priority
- Clearly state the issue or need
- List when this request needs completed
- Provide contact information
This reaches the Network Engineering team.
Non-emergency
- Examples: Questions, configuration change request, meeting requests, etc
- Send note to "help+neteng (at) ncsa.illinois.edu"
- Clearly state the issue or need
- List when this request needs completed
- Provide contact information
This creates a ticket for the Network Engineering team.