WSAA, MSS, Windows Server Administration & Applications, Managed System Services Outages

Who do I contact if services supported by WSAA are not working correctly

Please contact the members below for server and server application emergencies related to Swanlund, FAA (College of Fine and Applied Arts), Graduate College, and the College of Law.

WSAA is responsible for managing the servers for Swanlund, FAA (College of Fine and Applied Arts), and Graduate College.

OUTAGES: Check Contacts Database. The customer reporting the outage might mention a specific person to contact but we still need to confirm the correct order in CDB (check the hours for each contact):

https://cdb.cites.illinois.edu/item/57828/

Escalate the call without question immediately.

Be sure to leave a message, the number to call back, and what is not working. You can move on to the next person after leaving a message.

Circle back once if you can't reach anyone. If you still can't reach anybody call Heidi Gharst via office (217) 244-7522 or cell 217-493-7975.

Consultants/team leads do the calling, do not hand out the above numbers please.

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WSAA Support Options for Customers

1.       Ticket requests submitted/transferred to SDM queue “TechSvcs-WSAA Infrastructure”

-       Ticket requests submitted/transferred are handled the same as all other SDM ticket requests

 

2.       Emails to WSAAsupport@illinois.edu

-       Email auto-creates an WSAA ticket request in the SDM queue “TechSvcs-WSAA Infrastructure”.

 

3.       Calls to Tech Services Help Desk at 217.244.7000 and ask for WSAA After Hours Support (only emergencies)

-       Call will be handled by the Help Desk by calling WSAA members’ cellphones listed in CDB