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Cal Poly Pomona

Service Hours

I&IT is committed to providing continuous support for its key services. These include centralized electronic mail, the campus Internet connection and key enterprise applications such as BroncoDirect and Blackboard.

A key service failure is defined as one that affects a significant portion of a centralized campus IT service.

For example, if a network switch serving a large portion of the campus fails, the repair will be undertaken off-hours.

On the other hand, if a network switch that serves part of a building fails on a weekend, this will be fixed the next business day.

If the university’s main telephone Private Branch Exchange (PBX) is working but a satellite PBX with no off-hours users fails, that will be fixed the next business day.

If a significant portion of the campus with after-hours voice users fails, such as in the student residence halls or apartments, that will be fixed as soon as possible.

Hours of support are:

Monday through Thursday: 7:30 AM - 6:00 PM

Fridays: 8:00 AM – 5:00 PM

Between quarters and other academic sessions, I&IT Technical Support may alter the Cal Poly Pomona Help Desk hours to 7:30 a.m. to 5:00 p.m.

Exceptions: National and State Holiday

  • All key campus services are supported. Any service failures connected to the centralized service are repaired.
  • University holidays are excluded from this schedule.

Weekends, after hours and holidays:

  • If a key service fails in its entirety, or is problematic for most users, this will be fixed as soon as possible after hours.
  • For issues affecting a small group of users, a best effort will be made to fix the problem if the staff is able to do so remotely. If not, the problem will be fixed the next business day.

Extended holidays (such as the end of year campus break)

  • Same as weekends and holidays.

Users experiencing problems may contact the Cal Poly Pomona (I&IT) Help Desk.

  1. If you know your BroncoName and BroncoPassword, you can log into Web Help Desk (WHD) and submit a Help Desk ticket to the Cal Poly Pomona Help Desk.
  2. If you can't log into WHD, use the help request form.
  3. By telephone:
    1. Extension 6776 on campus
    2. +1.909.869.6776 from off-campus
  4. In person: Building 1, Suite 100
  5. By campus email

Help Desk Regular Business Hours:

Help Desk Summer Hours:

  • Monday through Thursday: 7:00 AM - 6:00 PM
  • Fridays: Closed
  • Exception: Regular Business Hours during the week of July 30, 2012 - August 3, 2012.

Users may leave a message on X6776. If there is no answer during off hours, the users’ calls will be handled the next business day. If a major outage occurs off-hours, I&IT management personnel will leave a notice on I&IT's off-site alerts page.

I&IT regularly performs upgrades and maintenance during its normal maintenance windows. These are Thursdays, 9:30 PM to 12 midnight., and Sundays, 5:00 AM to 8:00 AM. During these times, a key service may not be available because it might be in the process of an upgrade. (Note the Sunday morning window may be extended beyond the 8:00 AM ending point with sufficient, written prior notice to the campus community).

I&IT will not be able to address problems deemed to be end-user related during off hours. Examples of these include:

  • If the campus network is fully functional but the user cannot reach it from home, the user needs to work with his or her Internet Service Provider.
  • The same is true with BroncoDirect, if it is determined BroncoDirect is working for other users.
  • If voice mail is working campus-wide, but not for one user, this will be addressed the next business day. 

Questions concerning hours of support should be addressed to Denny Mosier, Executive Director, Technical Support at dbmosier@csupomona.edu or 909.979.6334.

 

This page was last updated on July 19, 2012.