Russell Labs Computing Service Level Agreement
Topics Map > IT
Summary of RL Computing Services
Services | Description | |
Hours of operation (regular business hours and after hours support) | Urgent Support Line: 469-7762 Support Email: help@russell.wisc.edu | |
Normal Business Hours: 9 AM to 4 PM Monday to Friday, excepting UW holidays | After Hours Support: Leave a voice mail or send an email after regular business hours. | |
Regularly scheduled maintenance | Regularly scheduled maintenance is performed on the third Sunday of each month from 6-8 pm. Email reminder notifications are also sent to all users. | |
Incident and Problem Management
All support requests should be reported to help@russell.wisc.edu
and use the phone number (608)469-7762 for urgent matters to ensure proper handling, recording and tracking.
Russell Labs IT commits to the following service performance targets:
Priority | Description | Response time to begin working on issue | Mitigation | Status | Target Metric/ Measurement |
Priority 1 Incidents | The entire buildings ability to perform mission critical business functions is in jeopardy or unavailable, or class is stopped(Example: Network is down, cooling to servers is down) | Within one hour from time reported | 2 business days | Status changes and every 24 hours until mitigation | 100% Status Update and Tracking System |
Priority 2 Incidents | A department or individual’s ability to perform a mission critical function is in jeopardy or unavailable but a workaround is or can be established within a reasonable time. (Examples: Only staff can access their home directories on Russell fileserver, website down due to server issues) | Within two hours from time reported | 2 business days . | Status changes and every 24 hours until mitigation | 100% Status Update and Tracking System |
Priority 3 Incidents | A department or individual’s ability to perform a job function may be impacted or inconvenienced, but can continue business as normal operations. (Example: A fileserver is down) | Within 24 hours from time reported | 2 business days | Status changes or agreed upon timeframes | 100% Tracked/measured in Tracking System |
Questions
If you have questions about email lists, please contact: Paul Gunther.