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ISC Networking and Telecommunications Email Services: Guaranteed Service Level

Generally, the ISC Networking mail servers (like ben.dev.upenn.edu, dolphin.upenn.edu, mail.dental.upenn.edu, mail.med.upenn.edu, pobox.upenn.edu ) are available 24 hours a day, 7 days a week. When a service outage occurs, ISC staff attempt to restore service as quickly as possible. During weekdays (Monday through Friday) from 8:00am through 5:00pm ISC staff are available to monitor, diagnose, and correct any system failures that might occur. After-hours support (University work days, 5:00pm to 11:30pm and Saturday 8:00am to 11:30pm) is performed remotely by on-call staff members. During all other hours ISC staff monitor and respond on a "best effort" basis only.

If you experience problems with a service, please contact your LSP so that he/she can escalate to the ProDesk, if necessary. A trouble ticket will be opened and your LSP will normally receive a response within one working day.
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