Although many NACS services and facilities are available 24 hours a day, NACS technical assistance and consulting support is only available during the standard UCI business hours of 8 AM to 5 PM, Monday through Friday, excluding holidays. Only the on-duty NACS computer operator is available outside those hours.
During evening and weekend/holiday “waking” hours, technical staff in a few key areas are on-call to handle urgent problems such as central service failures and other major outages. Technical resources available after-hours are minimal — problems will take longer to resolve and some may ultimately have to wait until the next business day. All urgent off-hour problems should be reported via the on-duty computer operator at (949)824-6065; e-mail reporting addresses and staff phones are not covered during this time. (The NACS network trouble reporting line, (949) 824-2222, is also answered by the computer operator after hours).
In most cases, problems occurring during “non-waking” hours that the operator cannot resolve will be reported to on-call staff early the next morning. Exceptions to this include widespread outages, and threats to University resources.
We appreciate client feedback to our after-hours policy. We believe the policy strikes a reasonable balance between timely handling of problems that impact University business and the substantial cost of after-hours support.