Obtaining Support and Assistance from ITEC
procedures were developed collaboratively between ITEC personnel and the
Executive Board of the ITEC Advisory Committee. Although the procedures
were developed with primary reference towards ITEC, it is intended that
they could be used in near-facsimile form at each of the member
institutions to establish local institution support group policy and
General Considerations and Requirements
following identifies who can request support, service, and assistance from
the Information Technology Exchange Center (ITEC) previously called the
Common SUNY Support Center (CSSC); 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.
Section 19.6.2 of the SUNY-wide/Compaq (formerly Digital or DEC) contract
#CM00224 indicates that the Common SUNY Support Center is responsible for
support to institutions that are part of its domain. The contract further
states, "Each campus within the support domain of a Common SUNY Support
Center shall develop a local support group to interface with the Common
SUNY Support Center and to assist in providing support to systems on the
campus and systems at organizations which support the mission of the
campus." As such, there is an obligation on the part of ITEC as well as
each participating member campus of the ITEC. The contract indicates that
a campus end-user having a problem will contact their local campus support
group for assistance. If a local campus support group requires assistance,
it will contact ITEC. In turn, if ITEC requires assistance, it will
contact the appropriate vendor(s). The contract also reflects that ITEC
will maintain a record of requests for assistance from the local campus
support groups and periodically report on this service to vendors as
required by the contract.
your institution is one that is receiving customer service from ITEC
(Oracle DBA, system administration -- VMS, UNIX/LINUX, or NT), see
Section 8 for special contact information.
How to Contact ITEC
Remedy Help Desk application is the preferred method for contacting ITEC.
All requests for ITEC assistance must eventually be, regardless of the
manner initiated or pursued, transferred to Remedy.
tickets can be created and viewed by following the link on ITEC’s home
in the Academic section under ITEC Quick Links. The direct URL for the
Remedy Web Access page is
event that Remedy is not available, email is the second method for
contacting ITEC. Email messages should be sent to the group and not an
individual. This way if an individual is not available the email is still
monitored. Please refer to
Section 3 for the support groups’ E-mail addresses and areas of
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 Remedy or email. Under these conditions,
voice contact with ITEC should be used. When voice contact with ITEC is
used, both ITEC and the institution requesting assistance are obligated to
subsequently initiate or maintain the electronic form and principal
context of the voice communication.
email or voice contact is used to initiate a request for service, the
Remedy duplication of the original request should note initial contact for
assistance made by email or voice communication.
Regardless of the media used in a request for assistance, make sure the
urgency level (see
section 5) is identified along with the area of problem.
the urgency level in the Urgency field of your Remedy ticket. The problem
should be elaborated upon in the problem description field of your ticket.
Note: The quality of our service to you depends upon your proper
categorization of the tickets. If you need help determining the
proper urgency level, see
section 5 for the definition of each level.
using email, indicate the area of the problem and the urgency level in
both the subject and the body of your message.
voice contact is required, the local institution request for assistance
should include the primary phone number (and alternate) and name of the
individual to address in the response.
supported member institution has been able to post the call to Remedy or
the appropriate email support account, the ITEC person would first check
there. If the issue can be solved immediately, the support person would
update Remedy/send email with the solution (followed immediately with a
phone call to the requestor of service if this is an ‘Urgent” issue). If
the ITEC support person does not have access to a terminal, or have a
solution available, then the member institution would be contacted
directly by phone.
it is important during "off" hours to call ITEC’s main number (716 878
4832) for assistance.
2.A. Support During Normal Business Hours
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.
expected that the member institution has exhausted the resources of its
local support group before ITEC is called for assistance unless other
specific agreements have been made with the institution.
Urgent requests during normal business hours, contact ITEC’s main office
and ask for the appropriate support group. The calling party should ask
for "ITEC Academic," "ITEC Administrative," or "ITEC Systems."
2.B. Support During Off Hours: Planned and Emergency Conditions
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).
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
Version 8 to 9i would be such a task. In these situations the member
institution would have notified ITEC beforehand.
development of the timeframe to perform these tasks, the member
institution must contact ITEC to make arrangements for Support Center
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:
individual requesting assistance (E.g., DBA)
and secondary phone number
Operating system version
version (E.g., ORACLE V 8.1.7)
planned time to perform the task
2.B.2. Emergency Conditions
Off-hour emergency support objectives:
To provide direct ITEC and/or vendor support for ONLY Urgent calls. See
section 5, "Severity Level of Requests for Assistance," which
describes severity levels.
Hardware located at ITEC
Hardware not located at ITEC
Procedure for calling ITEC during off-hour emergency conditions:
Name of person requesting assistance (E.g., DBA)
Primary and secondary phone numbers
Group to be contacted (E.g., ITEC Systems and Communications, ITEC
Academic, ITEC Administrative)
Operating system version
Product information (E.g., ORACLE V 8.1.7)
Severity level (Urgent)
brief problem description
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.
this problem is new to the ITEC staff, the appropriate vendor support
system (E.g., TARS for ORACLE) 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 institution. The reason for this
would be to determine from the vendor if there was a preferable method
of problem resolution.
It should be noted
that Compaq and Oracle are the only vendors that have 24 hr/day,
7-days/week technical support. Other vendors are generally available
Monday through Friday 8 a.m. - 5 p.m.
To Request Assistance From
three support groups that member institutions can contact through the
Remedy Helpdesk. These are:
referred to as academic-type support, will provide assistance for
Microsoft applications, ESRI geographic software, listserv discussion
lists, other specialized academic software and for all programming
languages supported by ITEC, with the exception of COBOL. Email: email@example.com
referred to as administrative support, will provide assistance for Oracle,
Brio, RMS, Group1, and COBOL. Email: firstname.lastname@example.org
referred to as systems and communications support, will provide assistance
for operating systems installs, system management, and networks in the
Domino Server (Lotus Notes)
are in doubt as to which ITEC area you should request assistance from,
refer your request to “ITEC Academic.” They will be responsible to
"route" the request to the appropriate support group.
Can Request Assistance (institution requests)
earlier, each member institution of ITEC is expected to establish a local
institution support group. The local institution 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 local
institution. Only local institution support group designees are authorized
to contact ITEC.
time it is not the intention of ITEC and the Executive Board to dictate or
suggest the specific number of individuals composing a local institution
support group. This approach should allow for maximum flexibility at the
local institution to adjust to individual institution size, diversity and
organizational structure. However, it is expected that the institution
ITEC Advisory Committee representative will use discretion in the number
of local institution individuals allowed to contact ITEC. Those
institution individuals identified as being a member of a local
institution support group should be reported to ITEC. It is believed that
the more organized/structured the local institution support group is, the
easier it will be for an institution to direct, analyze, respond and
record local problems and resolutions. This, in turn, should lead to more
effective utilization of both institution 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.
member institution of ITEC, you have an obligation to have appropriately
trained institution staff. ITEC will accept requests for assistance only
from member institutions that have received appropriate training at the
SUNY Training Center (Syracuse) or an approved alternative. (See
Severity Level of Requests for Assistance
levels of severity have been established and one of these levels should be
applicable when requesting assistance from ITEC. ITEC will respond to
Remedy 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:
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.
- Assistance is needed regarding a known problem. The function/component
is operational; however, assistance is needed.
- A critical component of a system is not operational.
- Entire system is not operational.
institution may request escalation of a previously submitted Remedy
ticket. 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 requestor should
contact his or her institution ITEC Advisory Committee representative.
ITEC personnel should notify the ITEC CIO/Director, currently Ron Brown.
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.
not responsible for maintaining the appropriate engineering change level
for your hardware. This is an institution responsibility.
Responses To and Recording of Requests for Assistance
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.
Remedy request or update is made, an email alert is sent to the requestor
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.
response is made through email, the text of the original request for
assistance will be included in an electronic-mail response. The individual
responding will indicate his or her name. If multiple electronic dialogues
are required for a request/response, each dialogue exchange will be
incorporated into the previous message sequence set.
Summary of Local Institution Potential Action Items
Establish a local institution support group and its policies and
ITEC of the initial and subsequent members (userids) of the local
institution support group who can contact ITEC.
an institution file of requests for assistance and responses that
institution users have addressed to their local institution support group.
performing special services for some member institutions for a fee. These
institutions have primary/secondary contacts for these customer services.
When a problem occurs, the institution may contact the primary/secondary
contact or use the procedures described herein. Should there be any
problem, feel free to contact:
CIO/Director Ron Brown
Associate Director Joe Weber
Assistant Director Mike Notarius
dial the general office number, 716-878-ITEC (4832), the phone numbers of
these individuals should be there.
addition each institution/program manager (the person responsible for the
service ITEC is providing) may request a list of all staff.