After Hours Support (Included) 

If our customers detect a problem with their service or application that they feel could be helped by involving an EI-CAS administrator, they are encouraged to follow this process to get after-hours support: 

1. Call the ITS HelpDesk (ITS-HD) support desk at 319-384-HELP. This is a 24x7 service. 
2. When talking with the ITS-HD support staff (or leaving a message for callback), please let them know the following information: 
   • You are a customer of EI-CAS and need after-hours support 
   • Your contact information (phone preferred) for the EI-CAS on-call admin to contact you 
   • The name of the service having issues 
   • Description of the issues you are experiencing 
   • Impact of the problem 
3. The ITS-HD support staff will create an incident in the ticketing system and contact the EI-CAS on-call administrator for the on-call admin to take action 
4. Within 60 minutes of the contact from ITS-HD, the EI-CAS on-call will begin working on the issue and will be in contact with the customer via the contact information provided in step 2 above.  
   • A responsible party, likely the person that contacted ITS-HD, will need to be available to test and verify application functionality with the EI-CAS on-call administrator 
5. Once resolution is reached and verified by the customer, the EI-CAS administrator will close the ticket 
6. Within 24 hours of incident resolution, the EI-CAS administrator will write a brief summary of the work performed and the number of hours required to fix the issue(s) and send it to the EI-CAS Director