On Call Service

Overview

The College of Public Health & Health Professions Information Technology staff provides an on-call service to receive alerts and respond to critical problems on mission critical servers. This service is designed to get failed or failing servers back online during typical usage hours using an automated alerting system and a phone number to reach the IT staff member on-call.

Supported Systems

The on-call service is designed to address problems on failed servers and networks. Failures with the following systems would warrant reporting:

  • Outlook/Exchange
  • Web server outage for any web site within the phhp.ufl.edu domain
  • H:, S:, and P: drive access
  • Networked printing
  • Terminal Server (ts.phhp.ufl.edu)
  • Network failures effecting two or more computers
  • Phone failures effecting two or more phones

If the repair to a problem could wait until the next business day, it does not warrant reporting.

Note that while we do not run the network wiring or the phone system and cannot actually fix these systems we will be your advocate in getting these systems repaired initiating calls to HealthNet and Shand Net-Services on-call staff.

Hours of Operation

The on-call hours are 5 p.m. – 10 p.m. Monday – Friday, 8 a.m. – 6 p.m. Saturday & Sunday.

Where to Call

The on-call service is provided through a single phone number, 273-6382, that is forwarded to the home phone or mobile phone of the staff member currently on-call. We ask that you call this number and only this number during the on-call hours. Please do not call IT staff directly unless you have already called the on-call number and failed to get a response in a reasonable time period.

Response

After you make a call to the on-call number expect a response within 15 minutes. The on-call staffer will get to a console for diagnosis and repair within 30 minutes.

Given the wide variety of possible failures it is impossible to estimate the required repair time. A typical reboot of a sick mail server is about 20 minutes. A full restore of a large disk could take a full day. Even knowing the diagnosis, repair times can vary widely.

Who Responds

The on-call IT staff at PHHP is comprised of those staffers with experience running servers. Currently that list is Geof Gowan and David Cortes.

Automated Alerts

Aiding the watchful eyes of our customers is a monitoring system that checks our servers every 5 minutes, 24 hours a day, 7 days a week. This system sends out alerts to our email accounts and telephones. This system does simple health checks on almost all of our systems.

The alerting system is watching constantly for problems. It knows what things should be running on what servers and can generally tell when something has broken. Often times it tells us about problems before we notice them ourselves.