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BACS After Hours Call Procedures

Number of views : 12
Article Number : KB0011102
Published on : 2016-11-30
Last modified : 2019-07-03 23:20:32
Knowledge Base : IT Public Self Help

To report BACS trouble outside of normal business hours (8 a.m. to 5 p.m., Monday through Friday), assess the urgency of the situation and follow the protocol as detailed below.

 

Note: This information is also available as a PDF for easy printing and distribution.

 

After Hours Trouble Calls – Immediate Attention Required

Always call UTPD Dispatch at (512) 471-4441 on the following conditions:

  • Unable to secure card reader doors on the following:
    • Exterior doors
    • Lab areas (computer or research)
    • Medical/human resource areas
    • Any areas secured and monitored 24/7
  • Cannot arm intrusion detection system (Caddx keypad)
  • Card readers are not functioning normally
  • Report a trouble condition that requires critical or immediate attention (critical conditions needing immediate after hours calls would include significant risk of property loss, critical infrastructure outages, and/or compromised personal safety).

Calls that require a technician to report to campus to troubleshoot are normally resolved within 4 hours of the initial call. Some exceptions will apply.

 

After Hours Non-Critical Trouble Calls – Next Business Day Response

If customers would like to report non-critical trouble that will be resolved within the following 8 business hours, please call ITS Telecom Services trouble line at (512) 471-5711, option 1.

ITS Security Operations business hours are 7:30 a.m. to 4:30 p.m. Monday through Friday, staff do not work on shifts. After hours calls are taken by on-call staff and are for emergency response only.

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