RIAS Maintenance Windows Policy
The Office of Information Technology, Enterprise Systems and Service (ESS) is responsible for monitoring and maintaining the Data Center and the internal network, the servers, the application software and databases that support the Rutgers Integrated Administration System (RIAS). This responsibility includes monitoring, upgrading and resolving problems that arise on the Data Center Network and Servers, and RIAS application and database issues after escalation to Tier III.
The total infrastructure to provide RIAS services to the university is comprised of servers, network and software. All of these components periodically need maintenance and servicing. Proper management of this infrastructure to maximize availability requires periods of scheduled time to address maintenance and upgrades without the requirement of notification of all university users. This policy will detail the service level for the RIAS system as a whole.
A disruption consists of any event or condition that negatively impacts either performance or service to our customers during a period of availability. Disruptions are classified as one of the following types:
Degradation - A reduction in application performance.
This can be caused by network, server, database or application problems. When degradation occurs during working hours an assessment will be made of the severity and emergency time will be scheduled with users notified.
Outage - An outage is a loss in application access.
This could be caused by a network, server, database or application problem within the control of ESS. An outage during working hours will be addressed immediately and resolved as expeditiously as possible. An outage outside of normal working hours will be assessed and handled based upon the severity of the outage and the time when the outage occurs. An outage can be experienced because of problem with a departmental network, server, or workstation; in this case the department responsible for the local equipment is responsible to address this outage. Outages may be caused by maintenance or faults in University infrastructure such as power, networking, or environmental control. ESS will work closely with the responsible unit within the university to track and resolve these problems and keep users updated on the progress of the resolution.
All work performed on the RIAS infrastructure is a form of maintenance. Such work may or may not result in a disruption of service depending on the scope of the activity.
Scheduled Maintenance - All planned work performed on the RIAS system and infrastructure by ESS.
During scheduled maintenance the RIAS application is out of service and is not accessible to users. Scheduled application maintenance is typically done on a Sunday or a university holiday. Scheduled infrastructure maintenance is performed according to the maintenance schedule.
Emergency Maintenance - All work performed in response to a disruption to or a threat to the availability of a component of RIAS within the control of ESS.
Emergency maintenance will be conducted based upon the timeframe that the emergency exists. Normal work hours will see an immediate response. Outside of work hours the impact of the event will be evaluated as soon as possible and appropriate measures taken to return the system to normal availability.
All disruptions and maintenance activities are communicated to the university community through the RIAS and FDW Listserv. Announcements attempt to clearly indicate the nature of the event, the time and date of the start of the activity, and the target time and date for the application to return to normal availability.
Regularly Scheduled Maintenance - Always planned during application unavailability.
Since regularly scheduled maintenance is always conducted during times when RIAS is unavailable, advanced notification is not necessary.
Emergency Maintenance - Announcements are made during normal working hours at the outset of an outage or by the beginning of normal working hours when the outage occurs outside that period. These announcements are sent by Purchasing or Accounting using the RIAS or FDW listserv.
Periodic announcements will be made to update users on the status of the resolution only during normal working hours. Announcement of the resolution of the problem will be made during normal working hours once the application is returned to normal availability.