Winter Closure 2011/12
IT Services plans for Winter Closure 2011/12
Stanford has decided to suspend operations, where feasible, during the winter holiday season. In support of this decision, most groups within IT Services will be closed from end of day Friday, December 16, 2011 through Monday, January 2, 2012. We will resume normal business operations on Tuesday, January 3, 2012 at 8 a.m.
What does this mean?
Support for Stanford University Hospital and Clinics (SHC): Services to the hospital and clinics will continue as normal during this time, and staff will be available to provide the expected levels of support. Please submit service orders through orderit.stanford.edu. You can place other requests for service or assistance through helpshc.stanford.edu or call 650-724-4357. With the exception of the 7x24x365 IT Operations Center for critical repair and systems issues, IT Services offices will be closed on Sunday, December 25 and Monday, December 26, 2011 as well as Sunday, January 1 and Monday, January 2, 2012.
Support for Lucile Packard Children’s Hospital (LPCH): Services to the hospital will continue as normal during this time, and staff will be on hand to provide the expected levels of support. Please submit service orders through orderit.stanford.edu. You can place all other requests for service or assistance through helpsu.stanford.edu or call 650-725-4357. IT Services offices will be closed on Sunday, December 25 and Monday, December 26, 2011 through Tuesday, January 3, 2012.
Support for University Departments: The majority of IT Services offices will be closed. A small number of staff will be on hand to support university offices that must remain open. These staff members will provide operator services, monitor and support critical applications, process high-priority service orders, and provide priority response to urgent HelpSU requests. Note: You may experience longer-than-normal response times during this period.
Service order processing cutoff dates for orders needed before Winter Closure
University Departments: You can use our web portal at orderit.stanford.edu to place orders for service. If the work must be completed before Winter Closure, please submit the service order request no later than December 7, 2011. Voice orders for university departments received by Wednesday, December 7, 2011 will be completed on or before Friday, December 16. Orders received after December 8, 2011 will be completed on or after Tuesday, January 3, 2012.
Stanford University Hospital and Clinics (SHC): Staff will be available to provide services to the hospitals and clinics. Please submit service orders through orderit.stanford.edu.
Lucile Packard Children’s Hospital (LPCH): Staff will be on hand to provide services to the hospitals and clinics. Please submit service orders through orderit.stanford.edu.
The Order Management Office will be closed on December 26 and January 2.
Campus Card System: Door access scheduling and ID Card Office hours
Door access scheduling: Campus Card System administrators can set customized schedules for door access during Winter Closure. If you do not set a customized schedule, the system's default holiday schedule will override standard access schedules. The default schedule will lock doors beginning on Monday, December 19, 2011 and end on Monday, January 2, 2012. The regular door access schedule resumes on Tuesday, January 3, 2012.
If you are a Campus Card System administrator and would like IT Services to create a customized Winter Closure door access schedule for you, please submit a HelpSU request no later than December 3, 2011. Be sure to list the days and hours that are different from the default holiday closure schedule described above. You will also need to include your PTA on the request, as there is a $75 schedule change charge per request.
ID Card Office hours: The ID Card Office in Forsythe Hall will be closed during Winter Closure. Normal operations will resume on January 3, 2012.
Cell Support Office hours
The Cell Support Office will be open Monday, December 19 through Friday, December 23 and Tuesday, December 27 through Friday December 30, 8 a.m. to noon and 1 to 5 p.m. The office will be closed on December 26 and January 2. Note: The Cell Support Office is located at 215 Panama Street (Acacia), Room 101.
Networking Services
If you need firewall rules completed before Winter Closure, please have all firewall rule requests approved no later than Thursday, December 15 at 5 p.m.
The Backbone Networking team will have daily network maintenance windows from 4 to 8 a.m. throughout Winter Closure to improve the network's infrastructure. You may experience service disruptions during these hours.
Note: Networking staff will not be available to provide assistance on projects or to implement firewalls rules during the winter closure. The health of the network and all network devices are monitored 24x7, 365 days a year. Network engineers will respond to and repair all production network outages and issues.
For after hours and holiday technical support, please call the IT Operations Center at 650-725-4357, Option 3. Dial Option 1 after hours and on weekends.
Winter closure support plans
Support for production and infrastructure applications and data center services
All production and infrastructure applications will continue running, but could be affected by network availability. Please see the Networking section for information about planned network maintenance windows. IT Operations Center staff will monitor applications and data center operations to ensure availability. There will be no upgrades, enhancements, or non-emergency changes to applications.
Note: Data center orders will not be processed from end of business December 16, 2011 through start of business January 3, 2012. Data center hardware installation requests received after Friday, December 9, 2011 will be processed on a best-effort basis before the closure.
Telephone operator services
Telephone operator services will continue, uninterrupted, during the Winter Closure period. You may call 650-723-2300 (or 0 from a campus phone) as usual to receive Stanford directory assistance service. Paging services to the Hospital will also continue during this time.
Pager administration
Except for the for holidays noted above, the Pager Administration Office walkup counter will be open as usual. You can pick up loaner pagers at the Stanford Hospital Security Office on holidays and after hours.
IT Service Desk (computing and order assistance)
The IT Service Desk will operate with reduced staffing. Requests submitted through HelpSU will be monitored, with priority response given to urgent requests related to system outages. Responses to all other HelpSU requests will be handled as quickly as possible with reduced staffing, but you may experience longer-than-normal response times until we return to full staffing levels on January 3, 2012. Some non- urgent issues might be held until January 3.
Computer Resource Consulting (CRC) services
CRC services will not be available. Clients with critical operational needs can make arrangements in advance for special coverage during this time. Please consult with your CRC contract manager no later than December 7, 2011.
Reporting critical service outages or requesting emergency repair (residential or campus)
If you need to report a critical service outage or request an emergency repair during this time, please submit a HelpSU request or call 5- HELP (650-725-4357).