Email
Access mail@ucsf
VPN
HelpHow to contact OAAIS
How to Contact OAAIS Customer Support
OAAIS Customer Support is available by:
- Web: http://help.ucsf.edu
- Email: customersupport@ucsf.edu
- Phone: (415) 514-4100, option 2.
Customer Support is staffed Monday through Friday 7:00 a.m. to 6:00 p.m.
(Except UC
Holidays).
How to Contact Network Operations Services
The OAAIS/ENS Network Operations Center (NOC) provides a comprehensive maintenance program that incorporates network monitoring, equipment replacement and on-site support to UCSF clients in order to maintain a stable and efficient voice and data communications network. The Network Operations Center engineers and Field support staff monitors and maintains the UCSF network infrastructure, and responds to customer issues from OAAIS-Customer Support, network-monitoring tools or by a clients voice mail left on the OAAIS Customer Support after-hours phone line (415) 514-4100, option 2.
Hours of Operation
The Network Operations Center (NOC) is staffed from 7 a.m. to midnight, Monday through Friday, excluding University of California observed holidays. From 6:00 p.m. to midnight, the NOC is staffed with two technicians who monitor the network, repair equipment failures and perform equipment upgrades.
When the NOC is closed, the operating status of all OAAIS/ENS critical network devices is electronically monitored. After-hours and non-Priority 1 Remedy/help tickets will be assigned to a technician the following business day. OAAIS/ENS technicians remotely troubleshoot Priority 1 issues, but ENS management approval is required before a technician is dispatched to the location.
What is Priority 1?
A problem is considered to be Priority 1 when any of the following issues occur:
- Interruption in network connectivity to a major campus building on Parnassus or Mission Bay campus
- An entire major campus building remotely connected to the Parnassus campus network loses Internet access to the campus
- When a network problem occurs that causes critical impact to customer’s business operations
- Failure of an internet border router
- Remote access (ISDN) outage
Major Remote Sites
- Laurel Heights
- Mission Center Building
- Executive Park
- Mission Bay Campus
- All California Poison Control System locations
- Mount Zion Cancer Research Building
- San Francisco General Hospital
- VA Medical Center
Major Campus Buildings
- Medical Sciences
- Health Sciences East and West
- Clinical Sciences
- Ambulatory Care Center (includes OAAIS server farm)
- UC Hall
- Kalmanovitz Library
- School of Nursing
- School of Dentistry
- Millberry Union
- Langley Porter Psychiatric Institute
- Beckman Vision Center