TOSM On-Call Contact Information
- For all Banner-related issues, please submit an Enterprise Systems Bug.*
- For Server-related issues, please submit a Server Support Bug. *
- For Database-related issues, please submit a Database Bug. *
- For PCI/Security-related issues, please submit a Security/PCI Bug. *
- For Data center infrastructure issues, please submit a Data Center Operations Bug. *
* 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 |