Staff availability

Lab staff is available in Evans 149 and Smith 326 according to the schedule listed on the calendar.

Help request system

Unless you need immediate in-person assistance, please used the Help Request System.

Disclaimer

During business hours (8AM-5PM M-F), a response to «problem» tickets will be sent within 2 hrs. During non-business hours, the submitter should assume that the issue may not be addressed until the next business day, but issues are usually addressed before that. «Problem tickets» are those to report a failure of something that was previously working, and is no longer working in that previous fashion.

Note from your department chairs:

Our staff maintains a high level of up-time, including during evenings and weekends. Their time to solve problems on off hours is offered on a strictly voluntary basis, out of their pride and dedication to our systems. However there will be times when none of the staff is available for immediate response to a problem. The combination of low frequency of off hours failures, size of our staff, and cost do not justify having a staff member on call at all times. Off hours responses are performed on an «as available» basis. The response policy stated above is designed to allow you to rationally work around outages. If the service request system itself is down or in other extreme cases, contact your department chair or associate chair.

Email Notification Lists

There are several self-service notification email lists that users can subscribe and receive notifications without constantly checking the Help System.

ececis-helpsystem

This list will receive copies of all Global Posts on the Help System. Help System Global Post mailman listinfo
When scheduled outages are planned, or unscheduled outages occur, a Global Post is created to alert all users so hundreds of individual tickets are not created. If you are a frequent user of ECECIS computer/networking resources, you should subscribe to this list if you don’t access the Help System often.

‘This list is «read-only» and is for notifications only. It is not a replacement for the Help System and any posts by subscribers will not be seen or addressed by the staff.‘

ececis-datactrnotice

This list will receive copies of all Help System posts related to the ECECIS datacenter. data center notice mailman listinfo
When scheduled outages are planned, or unscheduled outages occur that affect the ECECIS datacenter (116 Evans Hall), a Help System Post is created to alert affected system owners. Not all equipment in the datacenter is public or ECECIS, you should subscribe to this list if you have private equipment in the datacenter and don’t access the Help System often.

‘This list is «read-only» and is for notifications only. It is not a replacement for the Help System and any posts by subscribers will not be seen or addressed by the staff.‘