On-Call Support
The Division of Technology Services has worked with their business partners in creating support for servers that are needed after regular business hours. This criteria for support comes from the agencies SLA and product descriptions that are critical to the core functionality of the agencies.
This support model is only focused on the enterprise & shared pool support for the agencies listed below.
With the complexity of application to any specific agencies best effort will be applied to maintaining the server environment outside of typical business hours. The current staffing levels do not allow for the ability to support agencies that are outside of this list.
Anytime an agency needs to contact the support staff please call the help desk number at (801)538-3440. Having a single phone number to call will allow us to track incident tickets and help notify the appropriate on-call team.
Billing
There will not be an additional charge to the agencies to have someone from the shared pool be on-call. However, due to the billing model starting in FY22 any agencies that needs to have work done after hours will be billed for the time spent fixing the issues.
Supported Agencies
Agency |
On-Call Group |
Help Desk Number |
|
DAS |
DTS – Hosting |
(801)538-3440 |
|
GOED |
DTS – Hosting |
(801)538-3440 |
|
UID |
DTS – Hosting |
(801)538-3440 |
|
Commerce |
Shared Pool |
(801)538-3440 |
|
Labor |
Shared Pool |
(801)538-3440 |
|
PSC |
Shared Pool |
(801)538-3440 |
|
DFI |
Shared Pool |
(801)538-3440 |
|
UDC |
Shared Pool |
(801)538-3440 |
|
BOP |
Shared Pool |
(801)538-3440 |
|
ABC |
Shared Pool |
(801)538-3440 |
|
DNR |
Shared Pool |
(801)538-3440 |
|
DAF* |
Shared Pool |
(801)538-3440 |
|
DEQ |
Shared Pool |
(801)538-3440 |
The following agencies have asked for help in augmenting their DevOps teams.
Agency |
On-Call Group |
|
Tax |
The Devops group will call Cordell’s group if there are Linux issues. |
*Once DAF is moved to TSOB ~Oct 2021 the agency might fall into different IT Dir & different support group
Currently Listed Products that Require After-Hours Support
Agency |
SLA and Product Listing that Require 24×7 |
|
DAS |
Financial Data Warehouse Saturday 12:OO a.m.-8:00 p.m. All other application are listed as business hours |
|
GOED |
No product need after hours support |
|
UID |
No product need after hours support |
|
Commerce |
LES eGov Websites Controlled Substance Commerce & Document Imaging |
|
Gov Office |
On-call during the election process. ~10/1-11/15 |
|
Labor |
Potentially Web Services, EDI Claims, Wage Claims, Doc Search & Miner certification. |
|
PSC |
No product need after hours support |
|
DFI |
No product need after hours support |
|
UDC |
O-Trac UDOCA |
|
BOP |
O-Trac UDOCA Website |
|
ABC |
Warehouse management system POS 7 a.m.-11:00 p.m. Mon-Sat AS/RS 4:00 a.m.-10:30 p.m. Mon-Fri, 8:00 a.m.-noon Sat Voxware 4:00 a.m.-5:00 p.m. Mon-Fri, 4:00 a.m.-noon Sat Video Surveillance 7:00 a.m.-11:00 p.m. Mon-Sat Website |
|
Tax |
Web Services |
|
DNR |
Potentially Wildlife CDA and FFSL FBS |
|
DAF* |
No product need after hours support |
|
DEQ |
Potentially Documentum |
Features Not Included
Agency Application Support
Hosting Services does not include application support for application and database functionality, fixes and modifications. Best effort will be extended to support the server and application with the understanding that development staff might need to be engaged to resolve issues. If the development staff does not have an on-call person an incident ticket will be created or reassigned to the appropriate staff.
Problem Resolution
Problem resolution does not include re-writes, fixes, or modifications to applications. It is not the responsibility of administrators to fix deficiencies inherent to the operating systems, other server support systems, or security patches approved by the customer for deployment or ordered by the customer to address security or system compatibility.
