What is this service?
This service provides assistance during network and system downtime incidents to minimize disruption, restore services promptly, and ensure business continuity. This service aims to identify, diagnose, and resolve issues causing network or system outages efficiently.
What are the benefits?
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Reduced Downtime: Prompt response and resolution of network and system outages minimize downtime, ensuring uninterrupted access to critical services and applications.
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Improved Reliability: Proactive monitoring and rapid incident response enhance network and system reliability, minimizing the impact of outages on productivity and customer experience.
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Enhanced Troubleshooting: Expert assistance from skilled technicians and engineers facilitates quick and accurate diagnosis of outage causes, expediting resolution efforts.
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Mitigated Impact: Effective outage management strategies mitigate the impact of network and system failures on business operations, revenue, and reputation.
What is covered?
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Incident Response: Immediate response to outage incidents, including identification, triage, escalation, and coordination of resolution efforts to restore services as quickly as possible.
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Diagnosis and Troubleshooting: Thorough investigation and analysis of outage causes, including network infrastructure, hardware, software, and configuration issues, to determine the root cause of the outage.
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Resolution and Recovery: Implementation of corrective actions, configuration changes, software patches, or hardware replacements to resolve outage issues and restore normal network and system functionality.
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Communication and Coordination: Timely communication with stakeholders, including end-users, management, and vendors, to provide updates on outage status, resolution progress, and expected downtime.
What is not covered?
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Routine Maintenance: Scheduled maintenance activities, such as software updates, hardware upgrades, and preventive maintenance, are not considered outages and are typically handled separately through maintenance schedules.
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End-User Support: While assistance may be provided for system-related issues, direct end-user support for software applications or user-specific issues is typically handled by the IT Service Desk or user support teams.
How is this service requested?
We've made contacting us easy and convenient! Choose the method that best suits you:
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Online: Open a ticket through this self-service portal for prompt assistance
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Phone: Call the UCO Service Help Desk at 405-974-2255 and speak directly to a technician.
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Chat: Click Here to chat with a technician.
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Walk-in: Visit the IT Support Center on the first floor of the Chambers Library or at the Tech Express in the Nigh University Center for in-person troubleshooting and advice.
What happens next?
Upon receiving an outage report, the IT support team prioritizes and initiates incident response procedures, including investigation, diagnosis, resolution, and communication with stakeholders, to restore services and minimize disruption.
Additional notes:
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Continuous Improvement: Post-incident reviews and analyses identify opportunities to improve outage response procedures, enhance network and system resilience, and prevent future outages.
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Proactive Monitoring: Proactive monitoring and alerting systems are implemented to detect potential issues and mitigate risks before they escalate into outages, improving overall system reliability and performance.