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If you have a question, a request or problem that you think IT Services can help you with, here is a short guide as to different options and when you should use which. |
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IT Services generally provides support during working days between 8:30 and 17:30 UTC. Those hours will adjust slightly as the UK goes into and out of daylight savings. So, for example, if the UK is in daylight savings, the hours will be 8:30 to 17:30 UTC+1.
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For the foreseeable future, due to staffing levels, support hours will be 7:30 to 16:00 UK time - currently UTC+1. |
There will be exceptions to those hours, e.g. public holidays, illness, etc., but we will endeavour to maintain as normal and consistent a support window as possible.
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- First response to tickets within 14 hours for general issues (working hours as above).
- First response to tickets within 2 hours for degraded service issues (working hours as above).
- First response to tickets within 15 minutes for business critical issues (24/7).
- First response to tickets within 24 hours for all other issues (24/7).
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Due to the wide variety of requests received by IT Services, we cannot commit to a time to resolution.
Supported Services
IT Services is responsible for the following services:
- Linaro Login
- discuss.96boards.org
- lists.96boards.org
- bamboo.linaro.org
- bitbucket.linaro.org
- cards.linaro.org (archived Jira server)
- collaborate.linaro.org
- fileserver.linaro.org
- hackbox2.linaro.org
- ircproxy.linaro.org
- link.linaro.org
- lists.linaro.org
- pastebin.linaro.org
- people.linaro.org
- projects.linaro.org
- search.linaro.org
- servicedesk.linaro.org
- wiki.linaro.org
Everything else is likely to be managed by the System Technologies team and Jira issues can be created at https://projects.linaro.org/browse/LSS.
If you are not sure, feel free to create a request with IT Services but please understand that if it isn't one of the systems listed above, the response may be delayed while we figure out who needs to be involved.
Service Status
You can view our Service Status page via http://dash.linaro.org/. You can subscribe via email, RSS, Twitter, iCalendar or status.io's HTTP POST webhook. This is done by clicking the "Subscribe" link on dash.linaro.org and choosing your preferred method(s).
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