During Business Hours Support (Billable)

  1. Contact its-ei-sas team (via phone, email or IM), SAS IT Director, 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-SAS 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-SAS 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-SAS 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-SAS Director 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-SAS 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-SAS and need after-hours support 
    • Your contact information (phone preferred) for the EI-SAS 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-SAS on-call administrator for the on-call admin to take action 
  4. Within 60 minutes of the contact from ITS-HD, the EI-SAS 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-SAS on-call administrator 
  5. Once resolution is reached and verified by the customer, the EI-SAS administrator will close the ticket 
  6. Within 24 hours of incident resolution, the EI-SAS 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-SAS Director in order to enter into the billing system for payment of the rate of $125/hour 
Article number: 
121596
Last updated: 
December 8, 2022