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Department of Information Technology Services <br />IV. System Availability <br />Systems will be available 7 days a week, 24 hours per day, except for <br />regularly scheduled maintenance downtime. Scheduled downtime for <br />maintenance will usually occur between 5 p.m. and 7 a.m. the following <br />morning, but may also occur during normal business hours. ITS will make <br />every effort to insure continuous availability of the network resources during <br />normal business hours. KCS will be given at least 1 business day notice of <br />any scheduled downtime. <br />CCITS is staffed with professional network and systems administrators, <br />Help Desk personnel from 8 a.m. to 5 p.m. Monday through Friday. The <br />network administrators are on call 7X24 for network or system failures. <br />V. Change Management Process <br />All requests for changes to the network, whether originated by the KCS or <br />by CCITS staff must go through the CCITS change management process <br />for approval. The process starts with a request submitted to CCITS. <br />Requests will be logged then sent via email to the authorized KCS agent for <br />approval. The KCS approval agent will return the request via email with <br />approval or denial of the request. Depending upon the number of users <br />potentially affected by such change and /or the anticipated complexity of the <br />requested change, a change request may be subject to review and analysis <br />by an appointed Committee comprised of personnel from KCS and CCITS. <br />With the exception of emergencies, requests will not be done without KCS <br />agent approval. In the case of an emergency, the KCS approval agent will <br />be contacted as quickly as feasible and informed of the changes. <br />KCS Approval Agent <br />Name: <br />Email: <br />Office Phone: <br />Mobile Phone: <br />11/20/2012 Last Revision <br />Page 4 of 10 <br />Attachment number 1 <br />F -5 Page 97 <br />