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Russell Labs Computing Service Levels

Hours of Operation, How to Request Support, Who is Eligible for Support, Service Call Prioritization

Hours of Operation:

Normal business hours: 8 AM to 4:30 PM, except UW holidays
After hours support: Not available
Maintenance window: Scheduled Repairs:

We reserve the 3rd Sunday of each month, 6-8pm, for planned maintenance.

RLIT will email Russell Labs clients a reminder of this maintenance window so they can plan accordingly.

Unscheduled Outages:

In some situations, there may be network or server outages due to emergency unscheduled repairs.

If this happens during normal business hours, we will email Russell Labs clients about the outage.

How to Request Support:

 Email: help@russell.wisc.edu

Please use this email so we can track requests.
 Walk-in: 436 Russell Labs

Note:  there may be a waiting time - our tech also performs onsite service calls.
 

Who is Eligible for Support: (Russell Labs IT Clients)

Entomology, Plant Pathology, Forest and Wildlife Ecology faculty, staff and students, including Emeritus faculty and staff.

Service Call Prioritization

Priority Level Impact Examples How to Report It How We'll Notify You and Update You About the Incident
1 Entire Russell Labs Building loses critical functionality; workarounds don’t exist.

OR an individual class is stopped
Russell Labs logins are down (multiple people can’t login to workstation, or Russell1).

Russell Labs network is down (multiple people can’t print to Sharp printers, can’t access files on Russell1, can’t access Internet).

Licensing server is down (ArcGIS; Palisade/@Risk).

Software is not working for an in-progress class.
Email help@russell.wisc.edu

or stop by 436 Russell Labs and speak with technician
Building-wide email
2 Department or individual loses critical functionality, but a workaround exists A person or unit’s printer breaks, but they can still print to another printer in a different area. Email help@russell.wisc.edu

or stop by 436 Russell Labs and speak with technician
Department-wide email or email to individual
3 Department or individual’s work is inconvenienced, but the work can still get done.

Non-essential items with no critical deadlines .
Computer is slow and is scheduled to be replaced in the future.

“How do I” questions without tight deadlines (e.g. teaching, financial, grant deadlines). Installing a new piece of software on a computer without tight deadlines.
Email help@russell.wisc.edu or

stop by 436 Russell Labs and speak with technician
Department-wide email or email to individual




Keywords:Computing   Doc ID:97455
Owner:Dixie L.Group:Russell Labs Hub
Created:2020-01-29 10:55 CDTUpdated:2020-01-29 11:56 CDT
Sites:Russell Labs Hub
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