What Do I Do?
Can’t access the College’s website? We may have an unexpected outage. Click the button to access essential services & online forms.
Check for known outages or disruptions affecting the services you are trying to access.
We regularly maintain our systems to ensure our systems are up-to-date & secure. Our regular maintenance times are:
|
Day |
Maintenance Times |
|
Monday – Friday |
10:30 PM – 6:30 AM |
|
Weekends |
5:00 PM Saturday – 11:59 PM Sunday |
|
Public Holidays, Winter Mini & College closure |
When required. Notification of any outages will be posted on this website be & sent via email & social media in coordination with Marketing. |
The problem may be your computer & Internet connection. If you are unsure, check everything is working at your location. Click the button for a detailed checklist.
Wait for 10-30 minutes. Services are usually restored within this time. We know this isn’t ideal if you’re in class or have a deadline. We’re always aware of your situation & do our best to repair the problem as quickly as possible.
Check for announcements. Check for alerts on this support site, the College’s main website, social media, voice & text alerts on your phone. The College may have sent an emergency closure notice or we have posted an announcement if the disruption is serious & will last longer than expected.
Check your email for announcements. We will also send a global email announcement to instructors & employees if the problem lasts longer than expected. We will also send follow-up communications when service has been restored.
Bookmark this page for future convenience.
What are service Disruptions?
Service disruptions are rare & temporary technical issues with our enterprise systems such as:
Internet Access
Blackboard
Banner
Onsite Network, or
Individual software & computers.
Many of these systems are managed by our service partners.
What causes Service Disruptions?
Service disruptions are unexpected & usually caused by:
Extreme weather events
Power outages or brownouts
Software corruption
Hardware failures either onsite or in the cloud
System maintenance or upgrades
Physical damage to rooms or buildings where we have equipment
Road or construction work accidentally cutting communication lines, or
Attempts to breach our IT security.
how Long Do Service Disruptions Last?
Most disruptions last between a few minutes to one (1) hour.
In rare cases such as catastrophic weather events & disruptions to public communications or power infrastructure, outages can last several hours, days, or even weeks. In these extreme situations, our Help Desk & onsite Technical Support may be unavailable to help you until they are able to recover & safely operate.
Our usual Priority Levels, Target Response & Resolution Times are listed below:
|
Priority Level |
Description |
Target Response Time |
Target Resolution Time |
|
1 |
Unexpected outage of College-wide services Classroom technology issues preventing the class from proceeding Faculty, staff, & students are unable to access core services High-threat security breach Classroom technology issues while class is in progress
Unable to log-in to network
|
Within 15 minutes |
Within 4 hours If an immediate fix is not available to resolve a classroom issue, a temporary workaround will be provided. |
|
2 |
Standard hardware & software issues such as: Office or lab computer not booting, Printer is not working, Telephone is not working, Monitor(s) not working, Mouse and/or keyboard not working, Web browser not working, SJC approved software not working |
Within 1 hour |
Within 1 business day If the equipment cannot be repaired on-site, then it will be replaced (excluding printers). If the replacement is not in stock, a temporary solution will be provided while the replacement is ordered. |
|
3 |
Security Incidents / Stolen Equipment |
Within 4 hours |
Within 1 business day Stolen laptops will be wiped as soon as ITS is notified of the theft. |
Click here to view/download a PDF version of the San Jacinto College ITS Service Level Agreement
Appendix A - Hardware & Software Services Catalog
Appendix E - Backup & Retention Schedule
What is our process to resolve Disruptions?
We regularly maintain our systems. This reduces the risk of system failure to make sure that you experience uninterrupted services.
We have set up automated fail-overs. Most systems are set-up to automatically fail-over to a working backup system to keep you up & running while we repair the issue. Automated fail-over may take several minutes to get service back up & running.
Our systems send 24/7 automated alerts. Automated alerts warn us of problems that may cause a disruption, or if an unexpected disruption has already happened.
Our technicians immediately respond to repair the problem. When we receive an alert:
A Priority Level is assigned & a Technician is dispatched.
Our Technician determines the cause, extent of impact & time it will take to repair.
If possible, the problem is repaired immediately.
If the service disruption is with a partner service such as Comcast, Microsoft, or Blackboard, then we contact their help desk & work with them to repair the problem.
If the service disruption is caused by an extreme weather event, power, or other catastrophic failures, then we work to repair problems when it is safe to do so onsite & our service partners are available to restore their services.
We will send a communication to our customers if the problem is expected to last longer than our service levels. In severe weather events, we will do our best to send timely communication of the issues & the expected time to resolve these issues.
Need More Help?
Contact TechSupport@sjcd.edu (281) 998-6137 if you’re unsure there is a service disruption or you’re having problems With your computer or Internet.
