Maintenance Work
From time to time we may need to carry out maintenance on our network to ensure customers are receiving the best possible service.
A risk assessment is always carried out prior to the maintenance work taking place and a decision on when the window will occur is based upon the scope of the change and potential impact that it will have.
Scheduled maintenance is tracked via our internal ticketing system. When we schedule these works we always try to restrict maintenance windows to off-peak hours and ensure that any downtime is kept to a minimum. Our Support team send out notifications of maintenance at least 24 hours in advance of the scheduled works. The notification will always be in the form of an email to the affected users.
| Impact | Minimum Notification Period | Notificiation Recipients |
|---|---|---|
| Student site | 24 hours | - Affected students - Hall Manager of affected site(s) - Any other specified contacts for the site(s)/clients(s) |
| Student site with office/staff service | 48 hours | - Affected students - Hall Manager of affected site(s) - Any other specified contacts for the site(s)/client(s) |
Please note that for any emergency maintenance, ASK4 cannot guarantee that notifications will be sent out within 24 hours. We will always aim to provide a sufficient amount of notification, however there will be some times where a problem needs resolving within a short timeframe, meaning we are unable to send out the notification beforehand.
On-Site Maintenance
We understand that there will be times where you or a third party contractor may be required to perform maintenance works within your accommodation building. This may or may not affect the connectivity that we provide to the site.
In instances where the maintenance will have a direct effect on our Internet service, we would be grateful if you could notify us, either by emailing your Client Service Manager or by contacting our Support team at support@ask4.com, prior to the work taking place. This will enable us to arrange for our equipment to be powered down in the correct way.
The following are examples of maintenance work that may affect our equipment:
Any form of maintenance work that affects power to our equipment in one or more of the comms rooms
Electrical maintenance that requires power to our equipment to be turned off
Refurbishment work that requires our equipment within any of the comms rooms to be moved
Any work to ceilings that require our Wireless Access Points (APs) to be removed temporarily, or the AP to be relocated to a different position
In addition, if you notice any other types of disruption to our service, such as water leaks or power cuts please get in touch with us to let us know, using the same methods as before.
These are all examples of issues that can cause a total outage or degradation in Internet service to the students within your building. By working together, we can notify customers in advance of any downtime and minimise any disruption to the service and any inconvenience to your tenants.