All MCAD COVID-19 updates will be posted below and at mcad.edu/covid19

All MCAD COVID-19 updates will be posted below and at mcad.edu/covid19

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All MCAD COVID-19 updates will be posted below and at mcad.edu/covid19

All MCAD COVID-19 updates will be posted below and at mcad.edu/covid19

ITS Escalation Policy

Overview

1. Outages can be expensive and disruptive. It is also expensive and disruptive for Information Technology Services (ITS) to respond during non-business hours unless the matter is an emergency or critical troubleshooting. The following guidelines will help ensure Technology related issues are handled with maximum efficiency during non-business hours for Vendor Supported Resources.

1.1 Vendor Supported Resources

For systems that rely on vendor contracts, please be aware that ITS may not be able to fully participate without assistance from your vendor. Please see ITS Support Levels Overview for the current list of Vendor Supported Resources.

1.2 Immediate Emergencies

The following emergencies should have obvious symptoms and require immediate notification of ITS:

  • Main 205 Data Center power loss or damage
  • Main 207 Network Closet power loss or damage
  • Fiber Cut (ex. backhoe operator error along Stevens Ave)

2. Minor Troubleshooting

Before seeking assistance, ensure you have done minor troubleshooting. Minor troubleshooting includes rebooting and comparison testing. For example, if there appears to be a connectivity issue, try a different application or a different workstation. Of course, some emergencies have very obvious symptoms.

3. Contact HelpDesk

3.1 Create a HelpDesk Ticket

First, create a HelpDesk ticket by emailing Computer Support to formally document the problem and to track all future resolution. Please include: Who, What, Where, When. Be specific and avoid making assumptions or guesses. CC your department manager. Please also include priority response assumptions - immediate resolution, next business day, etc.

An emergency help request web form will be designed and coded in the future.

3.2 HelpDesk Assistance

Next, please visit the HelpDesk for assistance while they are open. Technology systems are very complex. Even if the HelpDesk staff can not resolve the issue, they can help define it and provide a head start for ITS or other Technology staff. If the HelpDesk is closed, proceed to Contact Department Manager after creating a HelpDesk ticket.

4. Contact Department Manager

If the issue has not been resolved and will have a significant negative impact on the academic, business, or safety operations of MCAD, it will need to be escalated to ITS. A department manager should make this determination and contact ITS.

4.1 Vendor Supported Resources

For systems that rely on vendor contracts, the department manager should also contact the vendor if appropriate. Please see the ITS Support Levels Overview for the current list of Vendor Supported Resources.