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315-859-4169
315-859-4185 (fax)

Reporting Critical Service Outages During An Academic Term


During normal business hours (Monday - Friday, 8:30 a.m. - 4:30 p.m.), members of the College community should notify the ITS Helpdesk (x4181) of suspected problems with computers, networks, and related information technology resources. The Helpdesk will investigate the problem and determine corrective action. If the Helpdesk staff determines that the problem is related to the campus network or a server they will notify ITS personnel who will take appropriate action. Resolution of critical service outages (defined below) will be a top ITS priority and will be resolved in a timely manner. Non-critical problems will be investigated and resolved as soon as is feasible.

Outside of business hours and on college holidays suspected critical service outages should be reported as follows:

4:30 p.m. - 10 p.m. (Monday - Friday) and
10 a.m. - 10 p.m., Saturday and Sunday

Any suspected critical service outages should be reported to the student on duty in the Burke Computer Lab (x 5672) The student will follow prescribed diagnostic routines to determine if the problem is indeed of a critical nature. If so, s/he will call the appropriate ITS staff member to resolve the problem. No member of the community should call ITS staff outside of normal business hours.

Outside of these times, suspected critical service outages should be reported at the next designated time the following day.

A critical service outage is defined as one or more of the following:

• Failure of the campus network equipment or Internet connection making it impossible for a majority of users to access on-campus or off-campus resources.
• Campus-wide printing failure (not individual printers).
• Failure of a majority of computers in a public computer lab.
• Failure of the campus web server affecting the entire campus.
• Failure of the campus telephone system making it impossible for a majority of users to make outgoing calls or receive incoming calls.
• Failure of the college e-mail system affecting the entire campus.
• Failure of the college administrative system affecting the entire campus.

For questions about these Policies, Procedures, Plans and Standards, contact:
David Smallen
Vice President for Information Technology, Hamilton College
(315) 859-4169

Key Resources

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Audiovisual Services (x4231) Benefactor (x4633) Cable Television (x4120) Colleague (x5247) Computer Repair (x4171) Helpdesk (x4181) Instructional Support (x4877) Laptop Loaner (x4169) Network (x5638) Phones - Employees (x4160) Phones - Students (x4160) Training (x4178) Web Support (x4932)