Contact Procedures During Computer Related Emergencies

Priority 1 issues are considered to be an EMERGENCY and will be addressed immediately:
  • Address major security issue (May involve workstation/server shutdown)
  • Install patch to stop virus (May involve workstation/server shutdown)
  • Server/Network recovery and repair (server or network is down or not functioning properly)
  • Large area of computers are down or not functioning properly
  • Request from law enforcement officers (Request may come via OIT)
  • Breach of electronic resource license (Info from vendor or CDL via Acquisitions)

 

During the IT Dept regular business hours (8:00 AM to 5:00 PM, Monday - Friday except federal holidays, University holidays, and announced University closures):

Call the Library IT Department help desk: 949-824-8535

Outside of the IT Dept regular business hours but within Library Hours:

  1. Call and report the problem to an open public service desk.
  2. The service desk personnel will contact IT via the IT department emergency contact number.
  3. IT department staff will assess/resolve the issue and notify the appropriate persons once the issue has been resoved.

Outside of Library Hours (emergency support only for Antpac and Libraries public web site):

  1. Call and report that problem to the Office of Information Technology (OIT) help desk: 949-824-2222.
  2. Identify yourself as a Library employee and indicate that there is a problem with either Antpac or the Libraries public web site (whichever the case may be).
  3. OIT will route the issue to the appropriate on call team.
  4. IT department staff will be alerted if it is not a quick fix and will assess/resolve the issue and notify the appropriate persons once the issue has been resoved.