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Support request procedures and after hours support details for Managed Servers.

This article applies to: Managed Servers, Storage Farm


Contact Systems Support

Weekdays During Business Hours

  • Userids, holding IDs, file transfer accounts, or Samba shares: Submit the Unix Account Request Form.
  • Other routine requests: Email systems-support@cornell.edu
  • Urgent requests: Email systems-support@cornell.edu with "Urgent:" as the first word of the Subject line.
  • Very urgent requests: Email systems-support@cornell.edu with "Urgent:" as the first word of the Subject line and provide as much detail as possible about the problem. Then call our On-call number - (607) 254-5700. Press "1" for server issues or "2" for storage issues. Leave a short message referencing your ticket number and with a callback number. Our On-call person will get back to you.

After Hours (Weekends plus Weekdays Outside Business Hours)

  • Urgent and very urgent requests: Email systems-support@cornell.edu with "Urgent:" as the first word of the Subject line and provide as much detail as possible about the problem. Then call our On-call number - (607) 254-5700. Press "1" for server issues or "2" for storage issues. Leave a short message referencing your ticket number and with a callback number. Our On-call person will get back to you.

Scheduling Work and Off-Hours Requests

For routine requests, please submit early enough to allow sufficient time to complete the requests during normal business hours. If it's possible your request will require attention outside normal business hours, please include that information in your request so that a schedule can be coordinated to accommodate your needs.

For more information about scheduling maintenance, see the Scheduling Maintenance page.

Urgent and very urgent requests can be completed outside normal business hours.

What Happens When you Submit a Request?

An email request creates a ticket in the Remedy queue. You should immediately receive an automated response with the ticket number.

See the Response Time and Escalation page for more information.

Get More Information

  • Mailing List (systems-users-L ): Anyone who is a user of a managed server should subscribe to this mailing list to receive information about patching, outages, and upgrades. To subscribe, email systems-users-L-request@cornell.edu with "Join" as the Subject line. (You don't need to put anything else in the message.)
  • How-To Procedures: Documentation is available to assist you with creating on-call and contact lists. See the Overview of On-Call Lists, Contact Information, and Server Monitoring page.
  • Training: CIT offers training courses in topics of interest to Systems Support clients. The course catalog is available online.

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