During Business Hours Support (Billable)

1. Contact ITS-EI-MAS-Flex team (via phone, email or IM), MAS-Flex Team Lead, or staff member directly. Within the contact method, provide the following information:
   • Server or service that is impacted and scope of the issue or outage
   • When did the problem begin and when did it last work correctly
   • Contact information to communicate with team requesting support – phone and email preferred
   • MFK on file will be charged for the hourly charges for support ($95/hour)
2. EI-MAS-Flex on-call admin will review the initial request and contact the customer if appropriate or discuss with IT Director to determine who is available to help with troubleshooting.
   • Availability to provide support is dependent on staff availability but existing SAS customers have priority service
   • It is our goal to be able to respond within 60 minutes to requests, but there may be times when it takes longer due to other issues getting resolved.
3. EI-MAS-Flex staff will work on the issue at hand and will communicate with the provided service contacts. At times it will be more efficient to be on a joint call to resolve the issue. 
4. Upon successfully correcting the problem, the EI-MAS 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-MAS-Flex Team Lead in order to enter into the billing system for payment of the rate of $95/hour

After Hours Support (Billable) 

If our customers detect a problem with their service or application that they feel could be helped by involving an EI-MAS 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. Details on their process are located here: https://its.uiowa.edu/contact
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's SAS service and need after-hours support 
   • Your contact information (phone preferred) for the EI-MAS-Flex 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-MAS-Flex on-call administrator for the on-call admin to take action.
4. Within 60 minutes of the contact from ITS-HD, the EI-MAS-Flex 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-MAS-Flex on-call administrator. 
5. Once resolution is reached and verified by the customer, the EI-MAS administrator will close the ticket 
6. Within 24 hours of incident resolution, the EI-MAS 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-MAS-Flex Team Lead in order to enter into the billing system for payment of the rate of $125/hour.