Information Systems

Technology Guide

Service Availability

Because disruptions in network, voice mail, or electrical power can be frustrating, Information Systems strives always to:

• Conduct preventative maintenance to avoid unexpected service disruptions.
• Maintain monitoring tools to alert Information Systems staff to problems.
• Resolve any unanticipated disruptions as quickly as possible.
• Minimize the inconvenience caused by required computing maintenance.
• Keep you informed about anticipated or unanticipated disruptions.

Why may services be disrupted?

• Hardware or software may fail unexpectedly.
• Construction projects can sever network cables or may require temporary outages.
• Installation of hardware and software upgrades that Wake Forest needs in order to maintain support from the manufacturer.
• Installation and testing of new services for students, faculty, and staff.
• Power outages (since most computing services depend on electrical power).

When are services unavailable?

• Each Saturday from 9 a.m. until noon EST. This time is reserved for maintenance and upgrades that may affect anywhere from a few to nearly all computing services.
• Other times as needed. Sometimes planned maintenance cannot be completed during the Saturday morning maintenance period. When this is necessary, Information Systems will provide notification about the service disruption.
• Unexpectedly. Hardware failure, power outages, or other problems can disrupt services without notice. When this happens, an Information Systems staff crisis response team is activated to restore services as quickly as possible.

How is systems maintenance scheduled?

• Because Wake Forest is an active campus, with events and activities going on nearly all the time, choosing the best time for computing maintenance rarely means choosing the ideal time. Given that challenge, Information Systems always works to choose the option that will cause the least disruption to campus activities.

How can you find out?

• Email messages from Information Systems. Often these messages have important information about service disruptions.

• The Information Systems status line. Call 758-HELP and select option 1 for up-to-date information and periodic updates.
• WIN Announcements on the Today page of WIN. Use this especially for information about WIN services that may be temporarily unavailable.
• Signs posted in buildings around campus about scheduled power outages.
• Voice mail messages from the University News Service. These will be sent if a major service disruption prevents access to email.

Experience a disruption?

• Check the Information Systems status line at 758-HELP, option 1, to see if an Information Systems is already working on the problem.

• Report the problem to the Help Desk (758-HELP) or via email at E-mail Us if no information is on the status line. Your report can help pinpoint and troubleshoot a problem.