On-Call Service

Introduction

Networks and communications provides an on-call service to support major network functions outside normal business hours of 9:00am to 5:00pm Monday to Friday. The on-call officer carries a mobile phone  and can be contacted by ANU security if the need arises. The on-call officer will attempt to respond to calls from ANU security within 15 minutes, and if necessary will attend the ANU campus within one hour. Serious faults on supported equipment trigger an automatic alarm, which is sent to the on-call officer via an SMS messaging system.

Reporting Faults

The on-call officer cannot be contacted directly. To report a fault with any of the services mentioned below please contact ANU security on 6125 2249.

Hours

On-call support is provided during the following times:

• Monday to Friday: 6:00 to 9:00, and 17:00 to 24:00
• Saturdays, Sundays & Public Holidays: 8:00 to 22:00

Service Coverage

On-call support is provided for the following services:

• External network connectivity ie: International connectivity, and connectivity to other parts of Australia via the ACT RNO and Optus.
• Connectivity to other universities in the ACT RNO.
• ANU backbone network routers: ANUhub, Huxhub, Chanhub, Cophub, Hanhub, Mnzhub and CSIThub, and the ANU central ATM switch.
• The servers anumail.anu.edu.au (e-mail) and www.anu.edu.au (ANU home site).
• Critical problems with the Leonard Huxley Building such as fire, flood etc.

On-call support is not provided for the following services:

• Local networks within buildings, including switches, concentrators and local servers.
• Services which have automatic backup processes in place, including DNS and WWWcache.
• Non-critical servers including leonard.anu.edu.au (Unix) and olams.anu.edu.au (OLAMS)

Exceptions

The on-call officer will attempt to recover supported services during the hours noted above. Some faults will require the assistance of suppliers, other parties or other Networks & Communiucations staff, and this may not always be available until the next working day. Where a fault cannot be rectified arrangements will be made to have it attended to as soon as possible, and advice will be sent to LITSS (where the nature of the fault does not preclude this).