Service Level for Web-based help requests
How to submit a request
To ensure your requests submitted via the Remedy Web form are processed in the most efficient manner, it is essential to include as much detail as possible in the description part of the form.
Requirements for Network Administration
Requests for administrative services such as IP Address range increases should include things such as the beginning and end of the IP Address range along with the building where the range is needed. Requests for Assignments Access should include the PennKey of the LSP for whom access is being requested along with the subnets for which he or she requires access.
Requirements for PennNet or PennNet Phone issues
ProDesk is required to include certain information when submitting cases to Networking & Telecommunications for various network maintenance requests. When submitting networking specific cases via the Remedy Web form please include:
- 3 letter building code (found on each Wallplate ID, if unavailable building name will suffice)
- Room number
- Media type (10 BaseT, 100BaseT, etc.)
- Wallplate ID information (abc-123-1-u1,u2)
- IP Address
- PennNet Phone Number (for Voice over IP issues)
If possible, please include the MAC Address of the affected system, and a destination IP address (especially in cases where connection problems are isolated to specific servers or subnets).
Including this information will allow ProDesk to submit the case to Networking as quickly as possible without needing to contact the requestor to obtain additional details.
Response Times
Requests for assistance submitted to ProDesk via the Remedy Web form will be responded to Monday through Friday between the hours of 9:00 AM and 5:00 PM. ProDesk will respond to all web-based requests within 4 business hours of the time the case was submitted. Web-based requests submitted between the hours of 5:00 PM and 9:00 AM and on weekends will be responded to no later than 1:00 PM the following business day.
Prodesk response process
All cases submitted to ProDesk via the web form are initially submitted to the "CSG ProDesk" helpdesk in Remedy. ProDesk will review the specifics of the case and either:
- Submit the request to the appropriate ISC helpdesk or
- Contact the requester to obtain additional information necessary to route the case to the appropriate ISC helpdesk.
Response to Critical Network outages
To ensure prompt service in the event of a Priority 1 (P1) Critical Infrastructure Problem on PennNet, LSPs are advised to contact ProDesk via telephone during normal business hours. In the event of a Critical Infrastructure Problem during "off hours" (See above) LSPs should contact ProDesk via telephone and follow the prompts to issue a page to the on-call network technician.
Full details of the basic PennNet SLA can be found at http://www.upenn.edu/computing/pennnet/sla/
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