Service Request Response:
Service Request | Description | Response | Design and Assessment |
Routine Updates | Production database outages for quarterly patching (PSU patches) are planned to be 4 hours every quarter during regularly maintenance schedule (Saturday night). Non-Production database outages for quarterly patching (PSU patches) are planned to be 4 hours every quarter during Friday night maintenance. | 4 business hours |
|
Routine Request | Non-incident request for database creation, deletion, backup or other changes |
8 Business Hours |
3 Business days |
Incident Response:
Severity | Description | Response | Resolution |
Production Database Outage | Production database(s) are unavailable | 30 Minutes | 4 hours |
Critical Incident | An incident impacting one or a few users that has a major impact on production operations | 1 hour | 8 hours |
Routine Incident | An incident impacting non-production service or minimal to no impact on production operations | 4 business hours | 8 business hours |
Any clinical, practice management, research or other local systems at UNTHSC.