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Cal Poly Pomona

Service Hours

I&IT is committed to providing continuous support for its key services. These include centralized electronic mail, the campus wide area network and key enterprise applications such as PeopleSoft, BroncoDirect, the university’s home web page, campus-wide voice services and Blackboard.

As the world of higher education moves from the old model of 8 a.m. to 10 p.m. classes to one of 24/7 online instruction, I&IT strives to keep all key services available.

“Although we do not have staff available 24/7, we respond off hours when a key service fails,” Debra A. Brum, I&IT vice president said. “We also have added monitoring capability to alert our staff when a key service is not working, and we respond accordingly.”

I&IT would like to explain service hours and what responses are expected during off-hours. I&IT has published an explanation of support hours for key services along with information as to when I&IT staff respond to service failures. The explanation is provided below.

A key service failure is defined as one that affects a significant portion of a centralized campus IT service.

For example, if a network switch serving a large portion of the campus fails, the repair will be undertaken off-hours.

On the other hand, if a network switch that serves part of a building fails on a weekend, this will be fixed the next business day.

If the university’s main Private Branch Exchange (PBX) is working but a satellite PBX with no off-hours users fails, that will be fixed the next business day.

If a significant portion of the campus with after-hours voice users fails, such as in the student residence halls or apartments, that will be fixed as soon as possible.

Hours of support are:

Mondays - Fridays, 8:00 AM to 6:00 PM  

  • All key campus services are supported. Any service failures connected to the centralized service are repaired.
  • University holidays are excluded from this schedule.

Weekends, after hours and holidays

  • If a key service fails in its entirety, or is problematic for most users, this will be fixed as soon as possible after hours.
  • For issues affecting a small group of users, a best effort will be made to fix the problem if the staff is able to do so remotely. If not, the problem will be fixed the next business day.

Extended holidays (such as the end of year campus break)

  • Same as weekends and holidays.

Users experiencing problems may call the Help Desk at 909.869.6776 Monday -Thursday, 7:30 AM to 6:00 PM and Friday, 8:00 AM to 5:00 PM.

Users may leave a message on 6776. If there is no answer during off hours, the users’ calls will be handled the next business day. If a major outage occurs off-hours, I&IT management personnel will leave a message on the 6776 voice mail, informing callers of the specific outage.

I&IT regularly performs upgrades and maintenance during its normal maintenance windows. These are Thursdays, 9:30 PM to 12 midnight., and Sundays, 5:00 AM to 8:00 AM. During these times, a key service may not be available because it might be in the process of an upgrade. (Note the Sunday morning window may be extended beyond the 8:00 AM ending point with sufficient, written prior notice to the campus community).

I&IT will not be able to address problems deemed to be end-user related during off hours. Examples of these include:

  • If the campus network is fully functional but the user cannot reach it from home, the user needs to work with his or her Internet Service Provider.
  • The same is true with BroncoDirect, if it is determined BroncoDirect is working for other users.
  • If voice mail is working campus-wide, but not for one user, this will be addressed the next business day. 

Questions concerning hours of support should be addressed to Denny Mosier, Director, I&IT Support at dbmosier@csupomona.edu or 909.979.6334.

 

This page was last updated on August 28, 2008.