• Service Users: See Supported applications/services in the PCI network .

• Availability: 24 x 7 x 365; 1 hour response time

• Server Information: All back-end hardware is hosted in the DoIT data center with a failover site off campus.

• Unique Support Conditions:

  • DS provides 24/7/365 on-call support for PCI applications listed in this document; for details see DoIT Departmental Support SEAM On Call Staff: PCI, Select Agent, Papercut. On-call information should never be given out directly to a customer. 
  • When unsure if an incident is PCI related, please consult HDQA first. Do NOT forward the customer to DS, repair, or any other group. Do NOT contact DS directly via chat.
  • All PCI incidents should be escalated to HDQA with complete required call handling information.
  • PCI customers in the Fluno Center are supported by US-DS Technical Services. Please use the technical service DoIT Departmental Tech Support to escalate: DoIT Departmental Tech Support - Handling Information (Contract Partners). Credit card devices in the Fluno Center are not on this PCI network and therefore not supported by the PCI team.
  • Issues reported to the Help Desk might include:
    • Requesting addition/removal/changes for devices on the PCI network
    • Needing assistance with a malfunctioning point of sale, hypercom terminal, printer, or other endpoint for both payment and non-payment related functions.
    • Reporting a possible outage of one or more services related to PCI such as WisCard payments using Sequoia for laundry, printing, etc.

Using the Technical Service below, select an appropriate category and subcategory from the options provided in WiscIT.

• Technical Service:  PCI-Support 

Required call information (other than the usual problem symptom, troubleshooting and contact info, etc):

Click the text box to select all, copy with Ctrl+C.

Example Case:

• What product caller is using: Sequoia
• Does the End User have another way to perform the function (yes or no): No
• Verify contact callback information (Name, phone number): Buckingham Badger; (608) 555-1234
• Location(s) of machine having issue (If it relates to a library or dorm, specifically which ones are affected?): Rheta's Market at Barnard Hall
• How widespread is the issue? (Single computer/printing station/laundry machine/gate/etc., or many?): Affects one cash register
• Name of the computer having issues ("n/a" if caller is unable to provide the information): N/A
• When caller noticed the issue: Tuesday at 2PM
• How long the issue has been occurring: ~20 minutes
• Is the customer still able to take payment on the affected machines or any machines: No

1. Contact SNCC in the Service Support Chat Room immediately for any issues related to the eValidation system.
2. Escalate non-OUTAGE issues to IPK group "US-DS-PCI". When an incident is escalated to this group, it also sends an automatic pager alert to the oncall DS Technologist.
3. OUTAGES are created and managed by SNCC following established outage procedures.
4. When unsure if an outage is PCI related, please contact DS directly via chat or phone. Do NOT forward the customer to DS or send phone agents to the DS office for a consult.

For a visual depiction of this workflow, see the following image: Process Diagram

1. The Help Desk receives one or more customer contacts for an issue that is identified as a potential outage.

2. HDQA checks the outages page for any related open planned outages. HDQA then chats SNCC via Service Support Chat Room and confirms an outage should be declared.

3. If an outage is identified, SNCC should immediately begin creating an Outage.

4. HDQA receives the Incident from the agent(s) who handled the initial contact(s).

5. HDQA creates a problem in Cherwell by selecting New > Problem. HDQA then fills out the fields in the Identify and Classify section of the Problem with the information they gathered from the Incident(s). For assistance with Problem creation, reference: Help Desk Training - Create a Problem in WiscIT without the Problem Manager or Help Desk Training - Create a Problem in WiscIT with the Problem Manager.

   

6. When the Problem has been created and saved, HDQA clicks the team name in the Owned by pane and assigns the Problem to 'SNCC-Sysops' or 'SNCC-Network' as directed by the service handling doc or SNCC staff.

   

7. SNCC receives the Problem and links the Problem to the Outage from the Problem screen.

8. HDQA links the original Incident(s) and any additional relevant Incidents they have received to the Problem. For instructions on performing this step, see WiscIT - Linking an Incident to a Problem.

9. As calls continue to come in, Help Desk agents should link the Incidents to the Problem themselves. Level 1 agents should simply save the Incident at this stage; do NOT resolve these Incidents or escalate them to HDQA.

10. When the outage is resolved, SNCC will go into the open Problem and select the Resolve Attached Incidents link on left side of screen; this will email all customers that their Incidents should be resolved. The email will direct customers to contact the Help Desk if they believe the issue is still occurring.

    

11. If the problem needs follow-up investigation, SNCC will assign the Problem to the appropriate team.

DS provides 24/7/365 on-call support for PCI; for details see DoIT Departmental Support SEAM On Call Staff: PCI, Select Agent, Papercut. All incidents should be escalated to HDQA with complete handling. Do not transfer the customer to DS or Repair.