Normal support hours:
Our hours of regular service are Monday through Friday from 7:30am to 4:30pm. During these hours a team member will be available to answer the telephone at 322-7073 and staff will be available to respond to problems and requests. During these hours we actively monitor problems submitted to iNFoRM system.
After-hours numbers:
- LITS Main Number (rolls to monitored line): 322-7073
- VU ITS Network Operations Center: 322-2954
After Hours and Emergency support hours:
We provide emergency support any time the libraries are open other than our normal support hours. During these hours, at least one team member can be contacted by cell phone and will be available to come in to resolve critical failures. The Network Operations Center of Information Technology Services (ITS) provides support for problems relating to the campus network 24 hours a day, seven days a week (with some exceptions for holidays). During these hours we do NOT actively monitor problems submitted to the iNFoRM system. However, the main telephone number (322-7073) will be set to roll-over to a monitored number.
Types of problems eligible for Emergency Support:
We ask that library staff exercise reasonable judgment on the types of problems for which they request emergency support. The types of failures that might require this level of attention might include:
- Problems which cause a critical library resource not to be available to library users.
- Problems which interrupt the abiltiy to perform circulation of materials to users.
- Major failures which prevent library staff from accomplishing their work.
- Any other problem which would be classifed as a "Priority 1" problem by our regular criteria.
Non-emergency problems can be enter into the iNFoRM Problem Tracking System. We will respond to these request at the beginning of the next business day according to there relative priority.