Reduced IT Support March 25-26 and April 5-9

March 10, 2021

To our One IT community,

Many IT facilities and services will be closed or operating on modified schedules March 25-26 and April 5-9 as Information Services and Technology (IST) will be participating in an optional curtailment program. Most offices will be closed and services will not be available unless otherwise noted below. Support from Research, Teaching, and Learning will be fully available the week of April 5.

The week of March 22 is UC Berkeley’s spring break and March 26 is a University holiday. March 25 will be a curtailment day. A week-long curtailment is also scheduled April 5-9 which matches most local K-12 spring breaks (e.g. Oakland, Berkeley, Castro Valley, etc.). We chose this week because the feedback from staff has overwhelmingly been supportive of having this time off with their kids. 

During curtailment dates, assume only emergency support will be available for most campus systems and IT services until the following Monday except as outlined in the table below.

The IT Client Services (ITCS) Service Deskwill be operating with reduced staff on curtailment dates between 9 a.m. to 3 p.m. and is available to provide urgent support only via email or online. Requests will be prioritized by urgency. Updates to system outages and maintenance will be available on the System Status page

IT Service

Emergency Contact

BearBuy

BearBuy will be up 24x7 during curtailment. Automated processes (auto-approval, PO dispatch, voucher build) will run as normal. Online support will be limited to unscheduled system failures and life-safety purchases. Visit SupplyChain.berkeley.edu for further information.

Berkeley Financial System (BFS) & Blu

BFS will keep regular online hours during curtailment, but there will be limited technical support. Batch jobs will run automatically as normal.

Blu will be available 24/7 during curtailment. Online support will be limited.

CalTime

CalTimewill be available 24/7 during curtailment. Employees should reach out to their supervisor for initial assistance. If further assistance is needed, emailcaltime@berkeley.eduor call the Help Desk at 510-664-9000 (option 1 followed by option 4).

Database

Email dbaoncalloracle@berkeley.edu, or dbaoncallother@berkeley.edu(depending on the database type) to contact the appropriate DBA on call.

Data Center

The Data Center Operations desk will have limited staffing, please call 510-642-3043 for assistance. If unable to reach anyone, please leave a message and someone will return your call. For after hours emergencies, call 707-410-6717.

Engineering & Integration Services

Staff will respond to any critical operational issues with Integration hub and DevKit systems similar to normal evening and weekend support; please email eis-support@berkeley.edu

Enterprise Storage and Backup

Critical problems with these services should be reported to storage-ticket@berkeley.edu and ucbackup-ticket@berkeley.edu respectively.

Information Security Office (ISO)

The information security team will respond promptly to all urgent requests and will monitor network and host-based alerts throughout these curtailment dates. ISO will respond to standard security tickets that appear to have some time-sensitivity, but our response will be slower than usual due to reduced staffing. For after hours emergencies or urgent alerts, please send an email to urgent@security.berkeley.edu and call 510-390-2580.

Network Operations and Services (including Wi-Fi)

The campus data network will be supported at the weekend/after hours level only during curtailment. Critical problems with network services should be reported to ITCS at 510-664-9000, press 2 for Telecom support, then press key 3 to report a building or department-wide network outage. Individual support needs will be addressed after curtailment.

Productivity & Collaboration Services

Support will be limited for individual support tickets for Productivity Suite software and services including Gmail, Calendars, Drive, Box, MS Office and Adobe.

Research, Teaching and Learning (RTL)

RTL teams will be operating on modified schedules March 25-26 but fully operational the week of April 5

Student Information Systems (SIS)

EA-SIS applications, CalCentral, and Campus Solutions will be available 24/7 during curtailment. The SIS Service Desk has limited availability at sishelp@berkeley.edu. We will prioritize responding upon return to business.In case of an urgent matter, an escalation process has been defined and shared with our SIS campus partners for all days included in curtailment dates. 

Student Affairs IT

Student Affairs systems and applications will be available during curtailment. Emergency support will be routed to ITCS Service Desk as usual.

Student Technology Services

The Student Helpdesk will be open during curtailment dates, except March 26 (campus holiday).

Unix Team

Unix Team managed servers will be supported at the weekend/after hours level only during curtailment. Critical issues should be reported to ITCS at 510-664-9000.

Windows Team

Windows Team managed servers will be supported at the weekend/after hours level only during curtailment. Critical issues should be reported to ITCS at 510-664-9000.

Voice Operations, Products and Services

Support for voice problem resolution ​will be reduced during curtailment dates. Problems with campus voice services should be reported to ITCS at 510-664-9000. Press 2 for IST Telecom Support then press key 2 for major Telecom service outages, A voice technician will be contacted immediately for major outages and critical issues. Lower impact support needs affecting individuals will be addressed ​after curtailment.  

During the curtailment, we will have reduced staff to cover password resets, work orders and other day to day incidents and questions, please call 510-664-9000 option 2, then 1 or open an incident ticket at telecom@berkeley.edu and we will respond accordingly. 

Regards,

Jenn Stringer
Associate Vice Chancellor for IT and Chief Information Officer