Out-of-hours Serious Fault Reporting
On the best endeavours basis Computing Services operates an extended service to provide emergency care for core services. This means that outside normal working hours, a serious problem with any of the core services can be reported and if resources are available will be dealt with promptly. An example of a serious outage to report might be if all the PCs in the Learning Centre suddenly stopped working,
When does the extra cover operate?
- 18:00 - 22:00 Monday to Friday
- 08:00 - 20:00 Saturday, Sunday and University Holidays
Which services are covered?
- All of the core BUCS services - e.g. the Public PC service in the library, email, web, filestore and library printing services.
- Additional services relating to administrative and departmental computing, e.g. finance systems, students services, sports booking system, etc.
- Networking infrastructure - switches, routers, firewall etc.
Which services are not covered?
- Services which are not under BUCS' control e.g. Departmental IT services
- Services which are not hosted in BUCS' machine rooms e.g. Departmental IT services
How to report a serious problem?
Anyone experiencing a potentially serious fault during the hours mentioned above should contact a member of the Security staff either in person in the library foyer, or via phone (x5349) and explain the problem as concisely and clearly as possible. Your report will then be passed on by phone to a member of BUCS staff on the on-call rota who will then assess and take appropriate steps to fix the problem.
If possible, you should also report this via the normal contact form with as many details as possible.
Please remember:
- Only report serious out-of-hours problems through Security staff, everyday problems should be reported normally via the contact form
- Please do not try to invoke the service outside of the hours detailed above.