After Hours / Urgent Need
Requesting help with technology after hours or when urgent
Call the Service Desk at 971-722-4400 and follow the instructions for urgent calls. Our 24-hour network operations team will be paged immediately and if unable to answer, will return your call.? If the request is not urgent, you may also choose to leave a call-back request to be returned on the next business day.
Scheduled maintenance
IT strives to ensure that all computer and telecommunications hardware and software is operational 24 hours a day, 7 days a week. Scheduled maintenance is planned so that impact on staff and students is minimal and notifications are sent before interruptions to service.
If it is necessary to interrupt any service, prior notification is given wherever possible and interruptions are scheduled to minimize the impact on users. You can see scheduled maintenance events on the Maintenance Calendar.
Please use the Service Desk to report all computer-related issues or to inquire about IT services. Service requests are tracked using an online tracking system. Once the request has been entered into the system, customers may view the request status (administrative PCC Intranet connection required) by logging into Service Desk. (Your username and password are the same as your MyPCC username and password.)
Hours of Operation and Contact Information
End user responsibilities
All employees are expected to familiarize themselves with?PCC’s College Policies.
Security is the responsibility of all computer users and users are cautioned not to share system logins and passwords with others.
Computer users should also participate in related courses and training opportunities to ensure they have the necessary skills and understanding of the technology tools they use.
All employees are expected to follow copyright laws.?PCC College Copyright statement, rules, and guidelines
Services Priorities
The Service Desk prioritizes all requests according to the following table.
High
District-wide or entire campus problems causing a stoppage of work. Problems causing a complete stoppage of work for a classroom, department, or workgroup.
Within 15 minutes of the call being received, an appropriate technical expert or team will attend to the issue and begin working on the problem. TSS staff will attempt to inform key individuals in affected departments of the status of the problem within 30 minutes, with status updates following.
Emergencies of this nature will take precedence over all other work.
Examples:
- Failure of an enterprise application such as Banner or email
- Classroom instruction cannot continue
- Departmental loss of network connectivity
- Network printer failures when jobs cannot be rerouted
- Application software problems that prevent multiple users from the performance of work (i.e. failure of server-based applications).
Medium
Department or group work impairment, or individual workstation failures resulting in complete stoppage of work for one individual. Individual work impairment.
Within 4 hours of the call being received, an appropriate technical expert or team will attend to the issue and begin working on the problem. TSS staff will attempt to inform key individuals in affected departments of the status of the problem within 4 hours, with status updates following.
Issues of this nature are frequently resolved by the Service Desk.
Examples:
- Work-related application failure such as an office application.
- Technology failure preventing productivity such as a broken keyboard.
- Loss of individual network connection
Low
Scheduled services, non-time sensitive requests, and information requests.
Within a few days of the call being received, the appropriate technical expert or team will contact you.
Requests of this nature are handled as time allows.
Examples:
- Upgrading an existing computer
- Supported software installations and upgrades
- Install computer equipment
- Office moves
- New user ID request