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TOSM On-Call Contact Information

* Please be sure to specify a severity level when submitting bugs.  Severity levels and descriptions are shown below.  If this is an emergency and warrants an immediate response, please submit a "blocker" bug and the appropriate oncall staff will be paged. If you have submitted a "blocker" bug and are not contacted within 15 minutes, please call (806) 742-3649 and our 24x7 operations staff will have the appropriate on-call staff paged.


Blocker
Description Production is down and work cannot continue.
Resolution 24 hours a day - Issue must be addressed as soon as possible.
Critical
Description Production is adversely affected but able to continue processing.
Resolution During Business hours - 1 hour response time.
Major
Description Production is adversely affected but able to continue processing.
Resolution During Business hours - Within 1 business day.
Normal
Description Issues receiving this severity are for problems considered nuisances, but not preventing work from continuing.
Resolution During Business hours – Bugs will be prioritized by the Section Manager and fixed by a member of that Section
Enhancement
Description Issues that would make the application function better and more efficiently.
Resolution During Business hours