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Contingency

Information about the service of "Contingency for IT" at KTH.

Description

Contingency for IT at KTH is staffed 24/7 with limitations as described below and includes the systems and services where the IT department has taken on contingency commitments to ensure operation according to current agreements.

Contact with KTH's IT Contingency for reporting major disruptions that takes place outside office hours via e-mail at beredskap@kth.se

  • Weekdays between 07:00 and 08:00
  • Weekdays between 16:30 and 23:00
  • Weekends 07:00 to 23:00.

During office hours 08:00-16:30 contact is made via it-support@kth.se .

Between 07:00 - 23:00 we are available for the following services (simplified list):

  • KTH's central mail system
  • WWW.KTH.SE with associated important applications
  • Major network and DNS errors. Example, a whole school expelled
  • Storage for home directories, common areas, virtualization platform, AFS
  • Virtualization platform for central server services
  • Handling major disruptions in data centres/connection points
  • Social and Bilda (teaching platforms)
  • Login services such as login.kth.se and SAML as well as Kerberos.

Between 23:00 - 07:00 only major incidents are dealt with according to the list below:

  • Major problems in computer halls or switch rooms that threaten valuable equipment. (e.g. power failure or greatly increased heat)
  • KTH's computer network completely shut down (e.g. no connection to the internet, or a central backbone router completely dead).

NOTE that Contingency means that troubleshooting/actions are started within one hour of the fault being reported. Sometimes, however, the problem can be very complicated, so the time required to solve the problem cannot be predicted. Normally, however, the problem is resolved within the next few hours.

Debiting

The price for this service is based on a per system per month basis, deviation in pricing may occur depending on the complexity of the current system and its underlying components.

(Monitoring and measures in the event of incidents outside working hours, evenings and weekends).

According to a standardized and documented model 1250 kr / month / system

Support and order

KTH IT-Support

Opening hours: Monday to Friday: 8:00 - 16:30

Phone: +468 - 790 6600

E-mail: it-support@kth.se

Visiting address: Drottning Kristinas väg 4