Prevent delays be directing support requests to NMR, not Chemistry IT or CIT. Thank you! |
Summary expectations
Table on Contents
This write-up represents an investment by Oliver to help inspire greater clarity in problem resolution by NMR so the right people and groups work on the problem, and no delays occur by the problem being routed to the wrong groups or people. I also hope the write-up will inspire NMR staff to take additional steps to help prevent a crisis when problems do occur.
This is a public-facing web server critical to NRM's service offerings. Specifically, the tolerance for outage of this server is (define, please), per Ivan and Coates.
Much of the below recommendations are simply best practices. They are certainly worth investing in if the scheduling server is critically important to NMR's service delivery.
Example: Contact CIT to determine if they would be capable and willing to provide expert support services via their fee services. Information available at <http://www.it.cornell.edu/about/atsus/iws/>. Explore if CIT (or other firm) could provide support backup to what Ivan knows about the server's set-up, especially important if he's away and a crisis occurs. Doing so before there are problems can increase the chance of getting expert and rapid responses, as compared with what you will get if waiting for a problem to occur. CIT (or other firm) might also be able to expertly and cost-effectively facilitate adding reasonable security, or functional enhancements, over time.