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Emergency Support - After Hours

Posted: March 17, 2015

As technology becomes more and more crucial to our program delivery – for both faculty at University Park or Educators in county locations – the loss of crucial services can be crippling. While AgIT is ready to help with service loss on weekdays from 8 until 5, what can you do after 5:00 or on weekends?

IT staff are on-duty to help you with your technology troubles Monday through Friday, 8:00 a.m. to 5:00 p.m.  But what about emergencies after hours and weekends, when you may have a serious interruption?  Beginning April 1 we will be expanding your ability to contact us during evenings and weekends with network, e-mail and shared files failures.

Our standard helpdesk phone number – 814-865-1229 will be answered by AgIT staff until 5:00 on weekdays.  After 5:00 calls will be answered by Penn State’s call-center/operator service until 10:00 p.m., at which time calls will be directed to our voicemail for response in the morning.  On weekends calls will be answered by Call Center staff from 8:30 a.m. to 4:30 p.m.

On-call IT staff will be contacted by the call center when crucial services outages are reported.  These services include county office or UP building network loss, county server failure, and system-wide email, SharePoint or network shared-folder access.  In the event of these service outages please call 814-865-1229 and indicate that you have an emergency and briefly explain the nature of the outage.  This information will be passed to on-call IT staff to help you.  Non-emergency requests received outside of normal business hours will be entered as a routine helpdesk ticket and will be responded to the next business day.

The web-based help request and e-mail should not be used for emergency requests since there is no process in place to monitor these requests off-hours.