The Pennsylvania State University - Administrative Information Services, a unit of Information Technology Services

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 a.m. and end at 4:45 p.m., Monday through Friday.  Most days, however, at least one DBA-ES staff member is onsite from 6:30 a.m. until 5:00 p.m although these extended hours are not guaranteed.

Non-standard hours are defined as all hours outside of the standard hours of 7:45 a.m - 4:45 p.m, 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 staff members to respond to all phone calls in a timely manner.  If the support issue requires additional expertise, then the staff member will call 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.

Content Questions: Bill Cook | Support Questions: OAS-DBA@LISTS.PSU.EDU