Phone Support The Database Administration - Enterprise Systems (DBA-ES) group provides technical support to developers, Operations, and Production Control during both standard and non-standard hours via the DBA-ES cell phone (814-777-4321). Standard work hours begin at 7:45 am and end at 4:45 pm, Monday through Friday.  Most days, however, at least one DBA-ES staff member is onsite from 6:30 am until 5:00 pm, though these extended hours are not guaranteed. Non-standard hours are defined as all hours outside of the standard hours of 7:45 am - 4:45 pm, Monday through Friday.  DBA-ES provides phone support over the weekend as well . Each of the three members of the DBA-ES staff rotates to "On-Call" status as assigned by a prearranged, weekly schedule. The on-call designation requires that staff member to respond to all phone calls in a timely manner.  If the support issue requires additional expertise, the staff member calls the Manager of DBA-ES services. In the event that the support issue is of a critical nature (unavailability of service), the on-call individual initiates the AIS Outage Notification process, bringing Manager and Director level staff into the information loop. Whether a support call involves minimal system specific interruption, or major system wide problems, it is the goal of the DBA-ES staff to treat each incident as "critical", and to resolve the issue as quickly as possible.

Printer friendly view