Share

After Hours Emergency Support

AgIT has established a process to contact us when you experience critical service outages outside of normal work hours.

To report the evening or weekend unavailability of a network service provided by IT, call the normal  AgIT Support phone number of 814-865-1229.

The service is available:

  • Monday through Friday: 5:00 p.m. - 10:00 p.m.
  • Saturday and Sunday: 8:30 a.m. - 4:30 p.m.

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.