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On-Call Support for Enterprise and Shared Pool Support Cloud and On-Premise Services

On-Call Support

The Department 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
MLO

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.