On Call Service
Overview
The Department of Pathology Information Technology Group provides an on-call service to receive alerts and respond to critical problems on mission critical servers. This service is designed to get failed or failing servers back online during typical usage hours using a pager to reach the IT staff member on-call.
Supported Systems
The on-call service is designed to address problems on failed servers and networks. Failures with the following systems would warrant reporting:
- G: and Z: drive access
- Network printing
- Network failures affecting two or more computers
We will also support workstations during on-call hours if a grant deadline is imminent (due within 4 business days). However, please realize that this only includes UF-owned workstations that are on campus. We cannot come to your house to fix your computer.
If the repair to a problem could wait until the next business day, it does not warrant reporting. Example:
- If you can't print to your printer, but you can print to another printer, then on-call service is not necessary.
Note that while we do not run the network wiring and cannot actually fix these systems we will be your advocate in getting this system repaired initiating calls to HealthNet on-call staff.
Hours of Operation
The on-call hours will be 5 p.m. - 10 p.m. Monday - Friday, 8 a.m. - 6 p.m. Saturday, Sunday & holidays (exempt holidays are Thanksgiving Day, Christmas Day and New Year's Day).
Where to Call
The on-call service is provided through an email address that is forwarded to the on-call pager. If email is down, then just call the pager number. We prefer the email route first, as we can get a description of the problem which will allow us to diagnose/fix the problem and then let you know the service has been restored. If it will take some time (> 30 minutes) to fix, we will call you and let you know.
Be aware that there is a limit on the number of characters (144) you can send to the pager. Be as brief as possible to be sure your contact info makes it through.
Please only use these means and do not contact someone from IT directly, as the pager will be rotated around the group on a weekly basis.
Who Should Call
The on-call service is provided to all faculty members. If the on-call number has not been provided to you, please contact the Chair and ask him to alert us.
Response
After you make an on-call request, expect a response within 15 minutes. The on-call staffer will get to a console for diagnosis and repair within 30 minutes.
Given the wide variety of possible failures it is impossible to estimate the required repair time. A typical reboot of a sick mail server is about 20 minutes. A full restore of a large disk could take a full day. Even knowing the diagnosis, repair times can vary widely.
Who Responds
The on-call IT staff in Pathology is comprised of Doug Spinney, Jason Noll and Ric Charris.