Response Levels
ITS will monitor service health and respond to failures and significant performance problems with any of the systems supporting the service according to the following schedule:
|
System Interruptions Occurring |
Target Response Time |
|---|---|
|
Monday-Friday 8:00 am to 4:30 pm |
Within 20 minutes of initial pager alert |
|
Monday-Friday 4:30 pm to 1:00 am |
Within 1.5 hours of initial pager alert |
|
Saturday-Sunday & Stat holidays 10am to 8pm |
Within 1.5 hours of initial pager alert |
|
All other times |
Next coverage period |
Notification will occur using the Notification process, including posting to the Notifications panel of the ITS website . Repair of failed system components and restoration of service can normally be expected to be completed within one business day under the terms of negotiated service contracts for this equipment.