After Hours Support Policy

Information Services (IS) provides after-hours emergency support for serious network and/or systems problems only.  We ask that you recognize that IS does not have staffing to provide 7-day 24-hour support for desktop and/or general support issues.  Those types of problems will be deferred to and addressed during regular business hours. All IS staff members maintain a regular 5 day per week work schedule and the responsibilities of being on-call after normal business hours places an additional burden on staff.  Therefore, after-hour emergency support is limited to major network, system or application outages - where any such problem is widespread, affecting multiple buildings and/or multiple users on the campus.

Procedure

To report an after-hours emergency please dial 232-6999 and leave a detailed message including the nature of the problem, your name and a phone number where you may be reached.  There should be no need for you to contact any Information Technology Services staff member directly.  The IS staff member receiving the emergency message will determine the severity of the situation and what actions if any need to be taken at that time.  If the situation warrants immediate actions the IS staff member will make the contacts necessary to begin the problem resolution process.  The length of time to problem resolution is dependent on the severity of the situation and the availability of resources.  Keep in mind that all major systems and network components are supervised 7-days by 24-hours and send automatic problem notification to support personnel.

Office of Information Services
Administration Hall
Unistructure, 2nd Floor

1150 Douglas Pike
Smithfield, RI 02917

(401) 232-6196