A knowledge base article about Network Services Support Information provided by the UC Berkeley IT Service Hub - Knowledge Portal

Service Requests

To request the configuration, installation or activation of a new network service, or consultation regarding networking needs, please submit a service request via the Berkeley IT Telecom Catalog (TelCat):

https://ucb.service-now.com/

Issues and Incidents

For Students, Faculty and Staff

To report an issue or if you need assistance with with Data Network Services such as Internet access, ethernet connections or Wi-Fi, please contact the appropriate Service Desk or Support Group.

Details on how to obtain support for Networking and other IT Services can be found here: KB0014900

The Berkeley IT Network Services Team provides 24/7 Support for major network incidents, and business hours (Monday - Friday 8AM - 5PM) support for all other incidents and issues.

Critical Infrastructure Support for the One IT Community and Facility Managers

Outside of Business Hours, Berkeley IT other OneIT teams and building or facility managers can escalate critical, high impact network issues to the team by calling (510) 664 9000 and following the prompts for Infrastructure Services and then Networking (8, 6).

Support Expectations

General guidance on the expected timelines to complete requests for new services can be found in KB0014980.

The Network Services Team uses the incident prioritization guidelines defined in KB0014978.

The Network Services Team responds to Low and Moderate priority incidents during business hours only. We strive to resolve High priority incidents within a business day. We respond to High and Critical priority incidents 24/7. See above for details on how to report an incident that is causing service disruption.

Maintenance Windows

In order to continually improve network services and prevent unexpected disruptions, the network team performs various maintenance tasks and changes on a regular basis. The following are our guidelines for when we typically perform this type of work.

Operational work and minor changes with no expected impact to user service:

This work is performed Monday - Thursday 07:00 - 17:00

Minor changes with minimal impact to user service:

This work may be performed Monday - Thursday between 22:00 and 07:00

Major changes with impact to user service:

This type of work is typically performed Monday - Thursday between 4:00 and 7:00.

Where only a specific department or group of users are impacted, or there are additional maintenance impact considerations different times may be selected. The proposed time for all maintenance which will impact users is announced prior to work being performed.

Network Service Status and Maintenance Communications

Details of any maintenance or outages for IT services can be found at https://systemstatus.berkeley.edu/.

In addition, the network services team announces planned maintenance and provides status updates for any significant issues via the ucb-net-announce@lists.berkeley.edu mailing list. You can subscribe to this list by sending an email to ucb-net-announce+subscribe@lists.berkeley.edu or by joining the ucb-net-announce google group at https://bgroups.berkeley.edu.

Escalations

If you have a critical issue with network services which you believe needs further attention, or a service request is not being completed in a timely manner you can reach out to escalate to our management team.

For incidents/trouble tickets, you should first attempt to conntact IT Client Services / ITCS via the ticket you have opened.

For service requests, you can reach out to the Communications and Network Support team at telecom@berkeley.edu.

In addition you can contact the following team members:

Manager - Network Operations and Support (for service requests and incidents): Tim Behary

Manager - Engineering and Specialized Services (core campus network issues and security video): Sean Schluntz

Senior Manager Network Services (all issues related to data network services): Isaac Orr

Executive Director, Campus IT Infrastructure: Dave Browne