On-Call Service Support (Urgent and Emergency Requests only*)
Network Operations personnel provide a best-effort service to the University of Washington, Bothell that includes urgent and emergency response support to Sev1 and Sev2 Services. This service is normally available 24 hours/day, 7 days/week. Exceptions to this coverage will only occur in extreme or unforeseen circumstances (weather, illness, disaster, etc.).
NetOps monitors core services and responds to automatic paging in the event of a service disruption on Sev1 monitored services. In the case where a Sev1, Sev2, response service is down/disrupted, and NetOps has not been notified, NetOps staff members should be contacted using the IT outage escalation policies or after-hours outside of IT via the Network Operations Coverage Policy. During IT Helpdesk hours, please contact the IT Helpdesk to begin triage and escalation.
Requesters should expect a phone response within 10-15 minutes after paging NetOps oncall staff.
When a staff member responds to the request, they will ask the contact for all available information and testing conducted to verify the issue and attempt to solve the problem immediately from their location. If it is determined that the issue requires on-site staffing, response time to campus will normally take 30-90 minutes before further troubleshooting can be accomplished. Your patience is appreciated.
*Urgent or Emergency Requests are defined as an issue that is preventing a network user from completing critically important work on any available UW Bothell service, and that must be addressed before next normal network service hours begins (see below for these times).
Network Operations Contact Information
Login with your uwbid or uwnetid.
IT Helpdesk: (425)352-3456
UW1 Data Center: (425) 352-5483
IT Helpdesk firstname.lastname@example.org
Work requests and notifications
Network Outage Paging: email@example.com
Pages all NetOps staff
Computer Security Report firstname.lastname@example.org
Computer Abuse Report email@example.com Reporting misuse of e-mail/computing
Normal Hours of Operation: 9:00am – 6:00pm, Monday - Friday
Network Operations personnel are normally available “on-site” during these times and are available to service all network related requests. This assumes non-holiday, non-weather related schedules and can also be shortened by illness or vacation schedules.