Hello Everyone,
I wanted to provide updated information about our off-hours support procedures and contact information. As a reminder, the help desk or IT department is currently staffed from 7 AM to 6 PM, Mon to Fri and can be reached at (610) 347-9090 or by submitting a help desk ticket via the intranet. While the IT Department doesn’t have a help desk that is manned 24x7, we do realize that outages and emergencies can occur outside of normal office hours. The procedures below are being provided to allow you to contact someone in IT in case of an outage or emergency. We are also putting in place additional monitoring and notification systems so that we are hopefully proactively aware of issues as they happen as well.
Off-hour support calls should be limited to critical outages or service impacting incidents that significantly impact plant operations. In the case of one of these issues, the support calls to IT should be made by the plant manager or shift supervisor. This procedure is in place to ensure that the plant manager/supervisor agrees with the assessment of the severity of the incident. When one of these incidents occurs, the manager / supervisor can call any of the three IT managers/supervisors below. You can try to reach the manager who oversees the area of the issue first, but you can escalate to another manager/supervisor if you are unable to reach the primary one.
Ron Muth
IT Applications Supervisor
Syteline Related Support
610-763-2413 Brett Adams
IT Operations Supervisor
Network, Phone, and Server Support
610-763-2413 Shawn Hinkle
IT Manger
Escalation & Other Critical Issues
610-334-2499
Again, as a reminder, off-hour support calls should be limited to critical outages or service impacting incidents that significantly impact plant operations. All other outages should have a help desk ticket entered so that the help desk team can address the problem as quickly as possible during the next shift during regular office hours.
If you have any questions about our after-hours support procedures, please don’t hesitate to contact me. We appreciate your efforts and cooperation to help support the needs of Brentwood. We will continue to monitor and evaluate the effectiveness of this process and procedures and will adjust accordingly as needed moving forward.