After-Hours Support Overview
The MPS IT Service desk is open Monday - Friday, 7:00 a.m.- 4:30 p.m. (except Board-Approved Holidays). Emergency coverage is available for urgent issues outside business hours.
Emergency after-hours support messages are routed to an on-call MPS IT staff member. Often this person is not the person who will resolve the issue. They contact other personnel to resolve most issues. After-hours support is not staffed in the sense of people standing by awaiting calls. MPS IT staff cover after-hours as they go about their personal, off-work life (sleep, shop, drive, attend events, etc.).
How do I know if I should contact after-hours support?
Consider the following:
- Is there a work-around?
- Can I conduct business without this until the next business day?
- Is it worth interrupting one or more people outside of working hours to get this resolved?
Examples of after-hours emergencies:
- Widespread outage for our Finance System
- Widespread outage for our Student Information System
- Internet/Network outage (building-wide or district-wide)
How to request after-hours support
- Call the Help Desk at 989-923-5119 outside of business hours, press 1 to leave an Emergency message.
- Select the "Click Here to Submit a Request" Button at the top of this page, fill out the form, and select Emergency as the Priority.
The after-hours support person may ask you for additional details about the problem. Then, they will contact other MPS staff to resolve the problem. The after-hours support person will keep you updated until either the issue is resolved or until it has been firmly handed off to another MPS staff member who will keep you updated.
If your issue does not qualify as a critical or high priority service eligible for after-hours support, you may be asked to submit a ticket or report the incident during the next working day.