Reduced tech support for the week of Thanksgiving Nov. 23-27

November 9, 2020

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. 23 through Friday, Nov. 27, 2020. 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 Thanksgiving break along with other central administrative units (Note: Thursday, Nov. 26 and Friday, Nov. 27 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) Help Desk will 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

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 8:00 AM to 5:00 PM from Monday, Nov. 23 through Wednesday, Nov. 25, 2020. 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 will be slower than usual due to reduced staffing.

Network Operations and Services (including Wi-Fi)

The campus data network will be supported at the weekend/after hours level only between Nov. 23-25. Critical problems with network services should be reported to ITCS at 510-664-9000, press 1 for IT, press key 3 to report a building or department-wide network outage. Individual support needs will be addressed after curtailment.

Production Control (PCSSC)

PCSSC will provide 24x7 Coordinator staff support during curtailment for monitoring of batch and MFT, ad hoc requests to run unscheduled jobs/MFTs, and Tier 1 support of job failures. Contact PCSSC anytime using our Call Center at 510-664-4770 or by sending email requests to uc-pcssc-tickets@berkeley.edu.

Research, Teaching and Learning (RTL)

RTL teams are in the process of solidifying plans for the Thanksgiving holiday and will post information on the RTL news page when available.

Student Information Systems (SIS)

SIS applications, CalCentral, and Campus Solutions will be available 24/7 during curtailment. The Service Desk will be closed from Nov. 23-27.

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 Thanksgiving holiday.

Voice Operations, Products and Services

Support for voice problem resolution will be reduced Nov. 23-27. Telecom Voice and Data orders placed starting Nov. 20 will not be processed until Nov. 30 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 for major outages and critical issues. Lower impact support needs affecting individuals will be addressed after curtailment.


Regards,

Jenn

Jenn Stringer

Associate Vice Chancellor for IT and Chief Information Officer