4CE53030-CF0C-67E7-7D845E0B5CDEC0DD
A59D77AC-A4F6-EB13-8ED11F0EE3A74420

We encourage you to contact us with any questions or concerns.

Burke Library - 3rd Floor
helpdesk@hamilton.edu

859-4181
859-4185 - fax

Policies - Reporting Critical Service Outages

When college is in session, members of the College community should notify the ITS Help Desk at x4181 (hours of operation are listed below) of suspected problems with computers, networks, and related information technology resources. The Help Desk will investigate the problem and determine corrective action. If the Help Desk staff determines that the problem is related to the campus network or a server they will notify ITS personnel who will take appropriate action. Resolution of critical service outages (defined below) will be a top ITS priority and will be resolved in a timely manner. Non-critical problems will be investigated and resolved as soon as is feasible.

Help Desk Hours of Operation

When college is in session: Monday - Friday, 8:30 a.m. - 10 p.m., Saturday & Sunday, 10 a.m. - 10 p.m.
Breaks: Monday - Friday, 8:30 a.m. - 4:30 p.m.

Outside of business hours during breaks and on college holidays, suspected critical service outages should be reported as follows:

 4:30 p.m. - 10 p.m. Monday - Friday and
10 a.m. - 10 p.m., Weekends and Holidays 

Any suspected critical service outages should be reported to Campus Safety at x4141. Campus Safety will call the appropriate ITS staff member to resolve the problem. No member of the community should call ITS staff outside of normal business hours.

Outside of these times, suspected critical service outages should be reported at the next designated time the following day.

A critical service outage is defined as one or more of the following:

  • Failure of the campus network equipment or Internet connection making it impossible for a majority of users to access on-campus or off-campus resources.
  • Campus-wide printing failure (not individual printers).
  • Failure of a majority of computers in a public computer lab.
  • Failure of the campus web server affecting the entire campus.
  • Failure of the campus telephone system making it impossible for a majority of users to make outgoing calls or receive incoming calls.
  • Failure of the college e-mail system affecting the entire campus.
  • Failure of the college administrative system affecting the entire campus.

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