INFORMATION TECHNOLOGY EXCHANGE CENTER
Obtaining Support and Assistance from ITEC
(revised July 2018)
following procedures were developed collaboratively between ITEC personnel and
the Executive Board of the ITEC Advisory Committee.
Member: A Member is a fee-paying organization and institution that
receives services from ITEC.
1. General Considerations and Requirements
following identifies who can request support, service, and assistance from the
Information Technology Exchange Center (ITEC); how assistance can be requested;
where a request for assistance is sent; how a request is recorded, responded to
and reported on; and procedures for off-hour support.
2. How to Contact ITEC
ticketing system is the preferred method for contacting ITEC. All requests for
ITEC assistance must eventually be, regardless of the manner initiated,
transferred to ServiceNow.
monitored during normal business hours. SMS alerts are sent to the ITEC
team for priority 1 (production down) incidents 24 x 7.
and requests can be created and viewed by going to https://suny.service-now.com.
In the event that ServiceNow is not
available, please email firstname.lastname@example.org.. Email
messages should not be sent to an individual. Individuals may not be available,
but this email account is monitored during normal business hours.
and the Executive Board realize that certain circumstances may evolve where initiating
or pursuing a request for assistance may become impractical and/or impossible
via ServiceNow or email.
Under these conditions, voice contact with ITEC should be used. When voice
contact with ITEC is used, both ITEC and the Member requesting assistance are
obligated to subsequently initiate or maintain the electronic form and
principal context of the voice communication.
Regardless of the method used in a request for assistance, make sure the
impact level (see section 4) is identified along with the area of problem.
- Indicate the impact in the Impact field of your ServiceNow incident. The problem
should be elaborated upon in the description field of your incident. Note:
The quality of our service to you depends upon your proper categorization
of the issues. If you need help determining the proper impact
level, see section 4 for the definition of each level.
- When using email, indicate the area of the problem, if a
production service is down, and the impact (per section 4) level in both
the subject and the body of your message.
- When a voice contact is required, the Member request
for assistance should include the primary phone number (and alternate) and
name of the individual to address in the response.
If the supported Member has been able to post the incident to ServiceNow, the ITEC person will first
check there. If the issue can be solved immediately, the support person will
update the ServiceNow incident
with the solution (followed immediately with a phone call to the requester of
service if this is a "critical” issue). If the ITEC support person does
not have access to a computer, or have a solution available, then the Member
would be contacted directly by phone.
For ‘URGENT’ issues, that occur during off
hours, it is important to call ITEC’s main number (716-878-4832) for
2.A. Support During Normal Business Hours
ITEC’s normal business hours are 8:30 a.m. to 4:30 p.m., Monday-Friday. ITEC
is generally closed on most legal holidays (and some snow days in Buffalo). The
above procedures should be followed during normal business hours.
It is expected that the Member will have exhausted the resources of its
local support group before ITEC is called for assistance unless other specific
agreements have been made with the Member.
2.B. Support During Off Hours: Planned and Emergency Conditions
These support calls are expected to be from the same persons who would call
during normal business hours (i.e. System Administrators, Systems Managers,
License Managers, and Database Administrators).
In addition to the procedures outlined above, the following points are to be
addressed for “off” hour support.
2.B.1. Planned Conditions
Planned support objectives: To provide direct ITEC support for planned tasks
that require a weekend and/or evening schedule. For example, upgrading an
operating system or a major product on a Saturday or Sunday. The upgrading of
ORACLE from one version to another would be such a task. In these situations
the Member would have notified ITEC beforehand.
In development of the time-frame to perform these tasks, the Member must
contact ITEC to make arrangements for personnel to be available. This contact
should include a description of the tasks to be accomplished so that all
prerequisites, such as upgrades to software, of the tasks are met.
Procedures for Planned Tasks:
The appropriate ITEC support group (Middleware, Database Administration, or
Systems and Networking) would get the following information from the Member via
- Name of individual requesting assistance (E.g., DBA)
- Primary and secondary phone number
- Operating system version
- Product version (E.g., ORACLE V 12c)
- Urgency level / Date needed
- A brief task description
- A planned time to perform the task
Support from ITEC for the task would then be scheduled based upon mutual
agreement between ITEC and the Member and formalized via ServiceNow.
2.B.2. Emergency Conditions
Off-hour emergency support objectives: To provide direct ITEC and/or vendor
support for ONLY critical calls. See section 4, "Severity Level of
Requests for Assistance," which describes severity levels.
located at ITEC
Hardware not located at ITEC
Procedure for calling ITEC during off-hour emergency conditions:
- The Member should collect the following information
- Name of person
requesting assistance (E.g., DBA)
- Primary and secondary
- Operating system
- Product information
(E.g., ORACLE V 12c)
- Severity level (High)
- A brief problem description
- The Member should open a support ticket via ServiceNow (or by email to Services@itec.suny.edu if they
can't access ServiceNow) with a
detailed description of the problem.
- The Member having an urgent problem should then contact
the ITEC general office 716-878-ITEC (4832) and follow the “off” hour
instructions in the message.
As with all technologies there is no way to
guarantee a message can get through. E.g., a cell phone may not be in service
if in a large building. Only wait 10-15 minutes before calling again. If all
else fails, call another person and let them get the right person.
If this problem is new to the ITEC staff, the
appropriate vendor support system would be notified by the ITEC support person.
This would be done even if the ITEC support person were able to resolve the
problem with the Member. The reason for this would be to determine from the
vendor if there was a preferable method of problem resolution.
3. Who Can Request Assistance (Member requests)
As noted earlier, each Member of ITEC is expected to establish a local
Member support group. The local support group can be developed along the lines
of the ITEC organizational structure or any other organizational approach which
best meets the needs of a Member. Only local Member support group designees are
authorized to contact ITEC.
At this time it is not the intention of ITEC and the Executive Board to
dictate or suggest the specific number of individuals composing a local support
group. This approach should allow for maximum flexibility at the Member site to
adjust to individual Member size, diversity, and organizational structure.
However, it is expected that the Member ITEC Advisory Committee representative
will use discretion in the number of local individuals allowed to contact ITEC.
Those individuals identified as being a member of a local support group should
be reported to ITEC. It is believed that the more organized/structured the
local support group is, the easier it will be for a Member to direct, analyze,
respond, and record local problems and resolutions. This, in turn, should lead
to more effective utilization of both Member and ITEC resources. It is also
expected that when a problem occurs, the local support group for that product
would make sure no one in the group knows the answer.
As a Member of ITEC, you have an obligation to have appropriately trained
staff. ITEC will accept requests for assistance only from Members that have
received appropriate training at the SUNY Center
for Professional Development (Syracuse) or an approved alternative. (See
4. Severity Level of Requests for Assistance
Four levels of severity have been established and one of these levels should
be applicable when requesting assistance from ITEC. ITEC will respond to ServiceNow requests for assistance on a
first-in first-out basis within descending order of severity level, i.e.,
triage method. The four levels of severity are:
Low - All systems are operational and no known problem
exists. However, we request assistance in how to do something, where to look
for additional information or, is an approach to a problem solution viable.
Normal - Assistance is needed regarding a known problem.
The function/component is operational; however, assistance is needed.
High - A critical component of a system is not operational.
A Member may request escalation of a previously submitted ServiceNow request. The first step
towards resolution of such a request should be between the requesting party and
ITEC individual handling the original request. If mutual agreement cannot be
achieved, the requester should contact his or her ITEC Advisory Committee
representative. ITEC personnel should notify the ITEC CIO. If these parties
cannot reach agreement, the matter becomes an issue for the ITEC Executive
Board to resolve, as stated in the ITEC By-laws.
ITEC is not responsible for maintaining the appropriate engineering change
level for hardware you own and/or maintain. This is a Member responsibility.
5. Responses To and Recording of Requests for Assistance
In general, ITEC will respond to a request for assistance within one hour
during normal business hours. ITEC is required to acknowledge receipt of a
request for assistance within one working day. Response time is relative to
severity level and total requests received by ITEC.
When a request or update is made, an email alert is sent to the requester
and ITEC support group notifying them that the ticket has been created or
updated. Where appropriate, ITEC will indicate what reference sources were used
in developing the response.
6. Summary of Member Potential Action Items
Establish a local Member support group and its policies and procedures.
Notify ITEC of the initial and subsequent members (user ids) of the local
support group who can contact ITEC.
Maintain a Member file of requests for assistance and responses that users
have addressed to their local support group.
7. Customer Service
ITEC is performing special services for some Members for an additional fee.
These Members have primary/secondary contacts for these customer services. When
a problem occurs, the Member may contact the primary/secondary contact or use
the procedures described herein. Should there be any problem, feel free to contact:
- Mike Notarius, CIO
- Mike Radomski, CTO
- Don Erwin, CSM
If you dial the general office number, 716-878-ITEC (4832), the phone
numbers of these individuals should be there.
In addition each Member/program manager (the person responsible for the
service ITEC is providing) may request a list of all staff.