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
Weekends, after hours and holidays:
Extended holidays (such as the end of year campus break)
Users experiencing problems may contact the Cal Poly Pomona (I&IT) Help Desk.
Help Desk Regular Business Hours:
Help Desk Summer Hours:
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:
Questions concerning hours of support should be addressed to Denny Mosier, Executive Director, Technical Support at firstname.lastname@example.org or 909.979.6334.