After-Hours Support for BlueReview, SharePoint, and VCMS Delivery Sites


By Josh Simon
Jul 28, 2014 Bookmark and Share

LSAIT Infrastructure generally provides support for its services weekdays between 8am and 5pm. Several services have been identified as requiring limited off-hours support:

If you experience a problem with these services outside our regular support hours, please contact the ITS Service Center at 734.764.HELP or 4help@umich.edu for assistance. They will triage the problem, submit a ticket to the Infrastructure team, and, depending on the nature of the problem, may escalate the issue to on-call staff.

Please note that escalation is reserved for only specific types of outages:

  • For BlueReview, the central web server must be down. Classroom recording endpoint issues and the posting of videos (which require faculty approval) does not qualify for escalation.
  • For SharePoint, one or more of the six portal sites (main U-M, Economics, LSAIT, Psychology, Rackham, and the School of Information) must be down. Individual Nintex workflow issues do not qualify for escalation.
  • For Unit Websites, either the CMS page templates must be unpublished, or there must be specific HTTP error responses, or specific database functions must be disabled. Individual web pages, editing functionality, and slow response times do not qualify for escalation.

We apologize for any inconvenience, and we hope that you never need to contact ITS for problem escalation off-hours, but we're pleased to be able to offer this limited service.