TOSM On-Call Contact Information
- For mainframe-related issues:
During normal business hours, please contact Systems Programmer On Call (SPOC). For SPOC's direct phone number, logon to Wylbur using your TechNET account and enter “TECH SPOC” or on TSO, enter "TSO SPOC". Outside of normal business hours, please call 742-3649 and our 24x7 operations staff will have SPOC paged. - 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. *
* 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 30 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 |