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Desktop Network Services
Policies and Procedures
How DNS Responds to Requests for Assistance
Urgent Problem - No
alternative is available; problem significantly interferes with department
mission. See How to Request Assistance for
examples of urgent problems. (See Note 1)
- UH Manoa Library staff report urgent problems
to 956-2478.
- DNS staff monitor 956-2478
9:30 am - 5:30 pm, Monday - Thursday;
9:30 am - 4:30 pm on Friday. (See Note 2)
- Problems called in after phone service ends are
handled as soon as possible the next morning, Monday - Friday.
- DNS staff check 956-2478 voice mail by 8:00 am,
Monday - Friday to retrieve urgent reports from the previous evening.
- On weekends, calls to 956-2478 are automatically
received by Systems staff on duty. Problems they cannot resolve are
handled by DNS on Monday. (See Note 3)
- During DNS service hours, urgent problems are
resolved with two hours, or the caller is notified that DNS is working
on the problem. (See Note 4)
- Notice of pending response or outcome is left at a
location determined by each department. This notice includes brief
detail on problem resolution. If extensive detail is required, followup
email is sent to one departmental contact to distribute as appropriate.
Non-urgent Problem
- an alternative is available; department mission can continue. (See
How to Request Assistance... for examples
of non-urgent problems.)
- UH Manoa Library staff report non-urgent problems
to the DNS Web Help Desk
(Sinclair use: Web Help Desk).
- DNS staff monitor the "micro" address throughout
the day, Monday - Friday.
- An email reply acknowledging receipt of a non-urgent
problem report is sent to the sender, departmental contact and DNS
staff responsible for resolving the problem.
- DNS staff attempt to resolve non-urgent problems
within one work day, Monday - Friday. For example, if a report is
received by midday, the problem is normally resolved by 6:00 pm the
same day.
If a report is received after Noon, the problem is normally resolved
by Noon the following midday, if not earlier. If a problem cannot
be resolved within this time frame, the sender of the report and the
departmental contact are notified by email.
- DNS staff send a message confirming that a problem
is resolved as follows:
- Hardware/software troubleshooting, maintenance,
moves, adds, changes: to the departmental contact person only.
- Requests for information, scheduling, project consultation,
etc.: to the requester and departmental contact.
- Departmental missions differ. They may be reference
service, processing, circulation, etc. It is up to each department
to determine what equipment and software it deems urgent to its overall
mission and to share this information with DNS.
- Reference Center indicated that 10:00 am - 3:00 pm
were their peak hours of service, but that it was necessary to attempt
to address problems that occur late in the day so that evening staff
(6:00 pm - 10:00 pm) have minimal time without urgent problem support.
- Systems operations duty on the weekend currently covers
all but a few Sunday hours. The Systems staff cannot provide the same
level of service as DNS and may not be able to resolve a problem or
reach the appropriate DNS staff person, but they will inform DNS of
unresolved problems. If there is significant frequency or volume of
problems requiring DNS support on the weekend, arrangements to provide
DNS coverage will be made.
- DNS is normally staffed from 8:00 am - 6:00 pm, Monday
- Thursday and 8:00 am - 5:00 pm on Friday.
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