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)
- UH Manoa Library staff report urgent problems to 956-2478.
- DNS staff/students monitor the main office number 956-2478
9:00 am - 5:00 pm, Monday - Thursday;
9:00 am - 4:45 pm on Friday. (See Note 2)
- Problems called in after phone service ends are handled as soon as possible the next morning, Monday - Friday.
- DNS staff check 956-2478 voice mail by 8:00 am, Monday - Friday to retrieve urgent reports from the previous evening.
- During DNS service hours, urgent problems are resolved with two hours, or the caller is notified that DNS is working on the problem. (See Note 4)
- Notice of pending response or outcome is left at a location determined by each department. This notice includes brief detail on problem resolution. If extensive detail is required, followup email is sent to one departmental contact to distribute as appropriate.
Non-urgent Problem - an alternative is available; department mission can continue. (See How to Request Assistance for examples of non-urgent problems.)
- UH Manoa Library staff report non-urgent problems to the DNS Web Help Desk
(Sinclair use: Web Help Desk).
- DNS staff monitor the "micro" address throughout the day, Monday - Friday.
- An web help desk reply acknowledging receipt of a non-urgent problem report is sent to the sender, departmental contact and DNS staff responsible for resolving the problem.
- DNS staff attempt to resolve or begin response to non-urgent problems within one work day, Monday - Friday. For example, if a report is received by midday, the problem is normally responded to/resolved by 6:00 pm the following day. If a report is received after Noon, the problem is normally resolved within two business days, if not earlier. If a problem cannot be resolved within this time frame, the sender of the report and the departmental contact are notified by email or web help desk reply.
- Progress on issues that require longer responses may be followed by the reporter logging in to the Web Help Desk and checking the most recent comments on the ticket. Staff included as "cc" on the original Web Help Desk ticket cannot view the ticket status.
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. BHSD has indicated that 10:00 am - 3:00 pm are 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 at least 8:00 am - 6:00 pm, Monday - Thursday and 8:00 am - 5:00 pm on Friday.