Reduced IT support for the week of Nov. 22-26

November 8, 2021

To our One IT community,

Many IT facilities and services will be closed or operating on modified schedules during the week of Thanksgiving from Monday, Nov. 22 through Friday, Nov. 26, 2021. Most offices will be closed and services will not be available unless otherwise noted below. 

Information Services and Technology (IST) will be participating in the optional campus-wide curtailment program to extend the break along with other central administrative units. Note: Thursday, Nov. 25 and Friday, Nov. 26 are already administrative holidays. 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 ­4 p.m. and is available to provide emergency support 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 soft 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. VisitSupplyChain.berkeley.edu for further information.

Berkeley Financial System (BFS) & Blu

BFS will keep regular online hours during soft 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.

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 from 8 a.m. to 5 p.m. from Monday, Nov. 22 through Wednesday, Nov. 24. 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 sent to urgent@security.berkeley.edu 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 may be slower than usual due to reduced staffing.

Network Operations and Services (including Wi-Fi)

The campus data network will be supported at reduced levels between Nov. 22-24, potentially delaying response to incidents. Requests for new network services will not be processed until the following week.

Research, Teaching and Learning (RTL)

RTL teams will be operating with reduced staff on curtailment dates. Updates to system outages and maintenance will be available on theSystem Status page

Student Information Systems (SIS)

SIS applications, CalCentral, and Campus Solutions will be available 24/7 during curtailment. The Service Desk will have limited services during curtailment and will be closed Thursday-Friday for the academic holiday.

Student Affairs IT 

Student Affairs systems and applications will be available during curtailment. Routine Tier 2 Desktop Support requests will be responded to on the following Monday. Emergency support will be routed to ITCS Service Desk as usual.

Student Technology Services

The Student Helpdesk will operate as usual Monday-Wednesday, 9 a.m. to 5 p.m. but will be closed Thursday-Friday for the academic holiday.

Voice Operations and Telecom Support Services

Support for voice problem resolution ​will be reduced Nov. 22-26. Telecom Voice and Data orders placed starting Nov. 19 will not be processed until Nov. 29 when TSS consultants are back in the office.

Problems with campus voice services should be reported to ITCS at 510-664-9000, press 1 for IT, when prompted press 1 for individual support needs; press 2 to report a high impact voice services problem affecting a large number of people. A voice technician will be contacted immediately if major outages or critical issues arise. Lower impact support requests will be addressed ​after curtailment.

Regards,

Jenn Stringer
Associate Vice Chancellor for IT and Chief Information Officer