Desktop Network Services(DNS)

Policies and Procedures

How DNS Responds to Requests for Assistance

Urgent Problem - No alternative is available; problem significantly interferes with department mission. See How to Request Assistance for examples of urgent problems. (See Note 1)

Non-urgent Problem - an alternative is available; department mission can continue. (See How to Request Assistance... for examples of non-urgent problems.)

Notes

1. Departmental missions differ. They may be reference service, processing, circulation, etc. It is up to each department to determine what equipment and software it deems urgent to its overall mission and to share this information with DNS.

2. Reference Center indicated that 10:00 am - 3:00 pm were their peak hours of service, but that it was necessary to attempt to address problems that occur late in the day so that evening staff (6:00 pm - 9:00 pm) have minimal time without urgent problem support.

3. Systems operations duty on the weekend currently covers all but a few Sunday hours. The Systems staff cannot provide the same level of service as DNS and may not be able to resolve a problem or reach the appropriate DNS staff person, but they will inform DNS of unresolved problems. If there is significant frequency or volume of problems requiring DNS support on the weekend, arrangements to provide DNS coverage will be made.

4. DNS is normally staffed from 8:00 am - 6:00 pm, Monday - Thursday and 8:00 am - 5:00 pm on Friday.











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