Remote access effect on SLAs and uptimes

[ITWombat]

For those schools that implement remote access for staff and maybe students do you have an amended SLA? Users may want 24x7 operation but what about backups, software updates and other out of hours admin work?

 

Has anyone noticed a usage spike on Sunday afternoons-evenings as people rush to meet Mondy deadines?

[GrumbleDook]

Oh yes ... and it is even more important now that we let staff know if work is going to be done.

 

We try and ake sure that there is at least a 24 hour notice before we restart servers and only break this if there is a real need.

 

We are at the point of most people contacting us via phone or email, so the next stage is to get them to use the support webpage to find out more details about what is going on instead of waiting for us to stick details on the electronice staff noticeboard.

[TechMonkey]

We have created a little traffic light system that is on the front page of our Intranet and on the gateway to our Home-School link for everything from SIMS, Internet, Email, Network and the actually link. This way they can tell when work is being done, on what and potentially for how long. Also allows those thinkng about coming in during holidays to check if they will be able to work on the network or not.

 

To actually get some to read it.... Well that's another matter

[Geoff]

While people may want 24x7 and five nines uptime they aren't going to get it unless they pay for it. Something that seems to escape many senior manglement teams.