This page explains how to request assistance from the ITS SQL Server Database Administration (DBA) team for standard database services and how to report emergency incidents that impact availability, security, or data integrity.

This guidance helps ensure requests are routed correctly, prioritized appropriately, and resolved as efficiently as possible.

 

What the ITS SQL Server DBA Team Supports

The ITS SQL Server DBA team supports centrally managed Microsoft SQL Server platforms, including but not limited to:

  • Microsoft SQL Server database engine (production and non-production)
  • Backup and recovery services for supported databases
  • Database security, access, and permissions
  • Database migrations and upgrades
  • Performance troubleshooting and operational incidents
  • Database-related infrastructure changes coordinated with other ITS teams

Note: Requests outside this scope may be redirected to the appropriate IT group.

 

Standard Priority Requests (Non-Emergency)

Use this option for routine work that does not require immediate response and does not impact active production services.

Examples of standard requests include:

  • New database creation or deletion
  • User access or permission changes
  • Scheduled maintenance requests
  • Backup or restore requests for non-urgent use
  • Schema changes, configuration questions, or general consultation
  • Planned project work or migrations

How to Submit a Standard Request

Please review the following ITS service support pages for the most common standard priority SQL Server requests:

For all other non-emergency requests, use the instructions on this support page:

Regardless of the request type, please provide as much detail as possible, including:

  • Database server name and environment (Production, Test, Development, etc.)
  • Name of impacted database(s) on that server
  • Account names and security requirements (if applicable)
  • Description of the request
  • Requested timeline or deadline
  • Application or departmental contact

Response Expectations:

  • Requests are triaged during standard business hours
  • Work is prioritized based on impact, complexity, and existing workload
  • A SQL Server DBA will follow up if clarification or scheduling is required

 

Emergency Incidents (Immediate Attention Required)


Use this option only for critical production service issues with wide campus impact that require immediate DBA involvement.
 

Examples of emergency incidents include:

  • Production database outages or unavailability
  • Active data corruption or data loss
  • Security incidents involving database access or data exposure
  • Failed backups where recovery is immediately required
  • Severe performance degradation impacting production applications or services

 

How to Report an Emergency Incident:

If you are a OneIT staff member on campus or using the VPN, you should have access to the Splunk On-Call dashboard (HawkID login) which lists the latest on-call information for all ITS support rotations. 

The SQL Server DBA team’s workgroup has 2 support rotations.

SQL Server DBA Rotation Groups

 

If it is currently standard business hours, first attempt to contact the person in the OneIT-EI-TPS-SQLhelp support rotation. 

If it is outside of business hours, or the person in the OneIT-EI-TPS-SQLhelp rotation does not respond in a timely manner, then contact the person in the OneIT-EI-TPS-Data-Monitoring support rotation.

 

Preferred Contact Methods

  • During standard business hours, please first attempt to contact the support person via Chat on Microsoft Teams if they are online (e.g. with a status of Available or Busy).
    • DO NOT expect a quick response if the support person is set to: In a call, Do not disturb, Away, or Offline
  • If outside of business hours, or the support person does not respond via Teams in a timely manner during business hours, the support person should be contacted directly by phone.
    • Some database customers will have direct access to this person’s phone number by clicking on the support person’s name in the Splunk On-Call Dashboard.
    • If you do not have permissions to the contact lookup pages, contact the ITS Help Desk for escalation, asking them to create a Halo incident ticket and to directly notify the person listed in the OneIT-EI-TPS-Data-Monitoring rotation on their on-call phone number. Use the After-Hours Support instructions if it is outside of ITS Help Desk support hours.

For all emergency incident contacts, clearly state that this is a production-impacting SQL Server database issue.

Be prepared to provide:

  • System and database affected
  • Description of the impact
  • Time the issue was first observed
  • Application or business function affected
  • Preferred method of contact to coordinate incident response

 

Important Notes About Emergency Use:

  • Emergency escalation is reserved for time-sensitive, currently active incidents with broad campus impact
  • Non-urgent issues submitted as emergencies may be reclassified
  • Planned work should not be submitted as an emergency
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