DoIT Departmental Support SEAM On Call Staff: PCI, Select Agent, Papercut
Staff members are on rotation and is subject to change. This document should always be referenced to determine what staff members should be contacted with PCI, Select Agent, or Papercut issues. On-Call hours are 5:30PM -> 7:30AM
Current On Call Staff
Mike Juszczyk
608.333.1180
Workflows for Departmental Support, Help Desk, and SNCC
DS Staff:
Make sure you are adjusting your phone settings so you are adequately alerted to on-call events.
Help Desk Staff:
Escalate through WiscIT to alert on-call staff, and let the customer know. You do not need to call on-call staff.
When a ticket is escalated to Pay-for-Print, Select Agent, or PCI outside of the 8am-5pm timeframe, on-call staff will be alerted. This includes all customers using these services, both "coned" DoIT Contract Partners and non-coned customers.
Do not give customers the phone number of the on-call staff. This information is internal only.
If the issue is considered urgent, HDQAs should alert SNCC. Pay-for-Print (Papercut) urgent issues are primarily outages, and not cases like individual refund requests. PCI and Select Agent services are generally responded to by on-call staff as soon as they come in, since they are considered critical infrastructure.
SNCC Staff:
If the issue is urgent, please call the current on-call staff listed above.
Pay-for-Print (Papercut) urgent issues are primarily outages, and not cases like individual refund requests. PCI and Select Agent services are generally responded to by on-call staff as soon as they come in, since they are considered critical infrastructure.