Russell Labs Computing Service Level Agreement
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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 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 Status changes or agreed upon timeframes 100% Tracked/measured in Tracking System If you have questions about email lists, please contact: Paul Gunther.
and use the phone number (608)469-7762 for urgent matters to ensure proper handling, recording and tracking.
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