Guidelines

Network Customer Problem Reporting Guidelines

PURPOSE

To provide a problem reporting procedure for VCCS network customers.

SCOPE

This model covers all aspects of the VCCS intranet and internet services.

APPLICABILITY

This model is applicable to all colleges and campuses within the VCCS.

DEFINITION

Determines the local college and network staff expectations for network support services.

GUIDELINES

Organizational Elements:

User: Reports all problems to the local college or campus support staff.

College Support Staff (Network Technical Coordinators): Provides a single point of contact for users and resolves college-based problems.

VCCS Network Operations Center (NOC): The VCCS NOC provides management and fault resolution for the VCCS intranet and internet.

Hardware/Software Supply Centers: Supply centers are located at Virginia Western, J. Sargeant Reynolds, and Tidewater Community Colleges. The centers serve as distribution points for selective hardware parts and the related software.

Call Authorization:

The VCCS Network Operations Center (NOC) is the authorized contact for reporting problems to the Virginia Tech NOC and the telephone companies.

College Network Technical Coordinators, and any additional college support staff that have been authorized by their college, can call the VCCS NOC to report a problem or request assistance. Each college will need to ensure the appropriate level of support is available to cover their normal hours of operation. The VCCS NOC can provide assistance with any expanded support, upon request.

Hours of Operation:

The VCCS NOC provides 7 day x 24 hour support.

NOTE: Until the VCCS NOC has been formally established, a temporary problem reporting procedure has been provided to the college Network Technical Coordinators.

Problem Reporting Information:

The following should be provided when reporting problems:

• Name and telephone number of person reporting the problem.
• Site name and location.
• Name and number of the site contact person, if required.
• Site access hours.
• A description of the problem.
• Verification that the problem has been screened for user and application problems.
• Approval for intrusive testing of the circuit, if required.

Customer:

1. Verifies that the problem is not associated with local applications and services.

2. Contacts local college support staff to report the problem. Follows reporting guidelines established by the college, if local assistance is not readily available.

College Support Staff (Network Technical Coordinators):

1. Verifies that the problem is not associated with the college infrastructure.

2. Contacts the VCCS NOC to escalate the problem and provides all required information.

3. Coordinates on campus problem resolution efforts.

VCCS Network Operations Center (NOC):

1. Verifies that the problem is associated with the WAN.

2. Provides a trouble ticket number for tracking.

3. Coordinates problem resolution and any required escalation for external assistance.

4. Provides continuous feedback to customer until the problem is resolved.

NOTE:
If the problem is limited to Internet access, the VCCS NOC contacts the VT NOC to report the problem. The VT NOC will:

• Provide a trouble ticket number.
• Coordinate problem resolution and any required escalation associated with the Sprint backbone and SprintLink gateway.
• Provide status reports to VCCS NOC until the problem is resolved.

If the problem involves more than Internet access, the VCCS NOC contacts the Bell Atlantic Major Customer Center (MCC) to report the problem. In addition to the above information, be prepared to provide the circuit number for the site. The MCC will:

• Provide a customer fault tracking number.
• Coordinate problem resolution and any required escalation.
• Provide status reports to VCCS NOC until problem is resolved.
• Provide a monthly service call report to VCCS Network Management.

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