Any interruption in the normal function of a service or a system is an incident. The following matrix outlines how clients should report an incident.
|
Incident Type |
Clients' Action |
|---|---|
|
Web site is down |
Contact ACT Help Desk at 534-1853. |
|
CMS is inaccessible |
Contact ACT Help Desk at 534-1853. |
|
Access, editing, publishing, or related issues to CMS |
Send email to campusweboffice@ucsd.edu |
Typical hours of coverage are from 8:00 AM to 5:00 PM, Monday through Friday. Help Desk hours for incidents are 7:00 AM to 7:00 PM, Monday through Friday.
For after-hours incidents, call (858) 534-1853 to reach the Operations Center at Torrey Pines Center South, and appropriate technical staff will be contacted. On weekends, incidents logged with the Help Desk will be triaged to the necessary points of contact for investigation.
Based on the severity of the incident, and current state of known issues, response time will vary. Generally, one day turnaround should be expected for lower level incidents and up to 48 hours during increased call volume.