IT AFTER OFFICE HOURS ON CALL

Objective：

1. To make sure all  IT Team have internet connection to remotely secured via VPN to the hotel to fix the problem.

2. To make sure IT Team can remotely from home if the problem only from software major except can not fix by remote

3. To streamline the calls to IT Team after office hours, thus preventing unnecessary calls during after office hours.

Procedure：

1. IT Team on-site support start at 08.30 AM – 11.00 PM and after hours on-calls commenced.

2. IT Team accepts on-calls when major system hangs or deemed faulty and the operations are paralyzed.

3. Valid on-calls are to be strictly adhere to prevent unnecessary calls to IT Team after office hours.

4. Any calls that are only inquiries (e.g what is my password? How do I print different printer?) are not valid on-call problems.

5. Below are the problems that are deemed valid after office hours :

   1. Opera not functional

   2. Micros not functional

   3. Guest room / BOH  network not functional

   4. Duty manager calls that the server room has problem ( ups, temperature, humidity, fire )

   5. Vingcard vision system is not functional

   6. Guest / BOH Internet not functional  

   7. Call Accounting system not functional

   8. Opera password are demmed to be the responsibility of the users to change them every 45 days. Opera prompts users when their password expires. Opera has a setting of 3 grace logins after the password expires and they have 3 chances to change their passwords.

      
      

6. Locked-out password cannot be rectified and reset until the following morning.

7. Most of the problems deemed valid can be easily rectified by the IT Team remotely from their home computers. IT Team will be coming back to the Hotel once the problem cannot be rectified via remote access.