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ProAlert - Service Level Agreement

The Pro Alert voice-mail notification system has been developed by ISC in response to requests from local support providers for improved communication when there are major service disruptions on PennNet. Local support providers who subscribe to the service will be notified via voice-mail when there is a "major" outage (see criteria below). The messages sent will be marked urgent, and participants will be able to initiate outcalling to a pager or alternate phone number by setting the appropriate options within their voice mailbox.

Major Outage Conditions:

  1. More than 20% of the network is down due to equipment failure or power loss. This equates at a minimum to 1 router card, which serves up to 10 subnet networks. Those networks or buildings that are affected by this outage will be listed in the contents of the voice message that is recorded and sent out.
  2. Loss of Campus Routing Core (full or partial)
  3. Loss of DNS (Domain Name Service)
  4. Loss of full Service to the Campus Dialup Modems (PAS or Radius Server down, or power outage in 3401 Walnut 2fl Computer room.
  5. Loss of Connectivity to the 128.91.0.0 networks in CHNR and WAL 2fl Computer Room
  6. Loss of External Connectivity to the Internet
  7. Loss of a Main Fiber Trunk (provided resulting outage meets criteria #1).

Reporting an Outage

Local Support Providers often play an important role in identifying and helping to trouble-shoot service disruptions on the network. If you are aware of any problem on the network please contact the Provider Desk at 215-573-4017.

Notification Schedule

An initial Pro Alert message will be sent within thirty minutes from the time of the outage. During this time the nature and scope of the outage will have been confirmed.

Follow Up Notification

A follow up message will be sent within thirty minutes from the time that the affected network services are restored.

On Call and Off Hours Support

Between the hours of 11:00 p.m. and 6:00 a.m. the automated voice-mail notification system will not be used. The voice-mail notification message will go out only if a problem still exists after 6:00am. As such, an email notification only will go out to all LSP's during these hours.

Related Resources

Network Engineering, Systems, and Services Service availability: monitoring and reporting

ISC Provider Desk

The Provider Desk is a phone and e-mail support service designed to serve the needs of Local Support Providers (LSP). It can be reached by phone or by e-mail. It is staffed by experienced IT support specialists, who work with other units in ISC to route service requests and resolve technical support problems.

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