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University IT Support Coverage for Winter Closure 2017/18

Stanford University suspends operations, where feasible, during the winter holiday season, starting 5 p.m. on Friday, Dec. 22, 2017 through Sunday, Jan. 7, 2018. Accordingly, many University IT (UIT) offices will close or provide limited support during winter closure. We will resume full support on Monday, Jan. 8, 2018 at 8 a.m.

More information about service orders, support, and system outages is provided below.

NOTE: We will maintain monitoring and support for critical services throughout winter closure.

University departments

REPORTING A CRITICAL SERVICE OUTAGE: If you need to report a critical service outage or request an emergency repair during this time, call 5-HELP (650-725-4357).

A small number of staff will be on hand to provide limited support to university offices that must remain open. These staff members will provide operator services, monitor and support critical applications, process high-priority service orders, and provide priority response to urgent help requests. You may experience longer-than-normal response times during this period. More details on some public-facing offices are included below.

Unless otherwise noted below, UIT offices will be closed in observance of Christmas and New Year’s Day on Sunday, Dec. 24, Monday, Dec. 25, Tuesday, Dec. 26, Sunday, Dec. 31, and Monday, Jan. 1; however the 24/7 IT Operations Center will be staffed to respond to critical repair and systems and application issues.

  • Service orders — telephone, mobile device, network, cable television, data center

Get your orders in early. The cut-off date for orders to be completed before winter closure is Wednesday, Dec. 13, 2017. Requests received after that date will be processed on a best-effort basis before winter closure, but may not be processed until the university re-opens on Jan. 8. Orders received during winter closure will not be processed until after Jan. 8.

  • UIT Service Desk

The UIT Service Desk will be open, but with fewer staff and reduced hours. Service Desk staff will be available between 8 a.m. and 5 p.m. on all non-holidays (staff are not available from Dec. 24, 25, 26, 31, or Jan. 1). Requests submitted through services.stanford.edu will be monitored throughout the winter closure, with the exception of Dec. 24, 25, 26, 31, and Jan. 1, with priority response given to urgent requests related to system outages. For an emergency or a critical need on Dec. 24, 25, 26, 31, or Jan. 1, call 5-HELP (650-725-4357). Responses to all other help requests will be handled as quickly as possible, but you may experience longer-than-normal response times until we return to full staffing levels on Monday, Jan. 8, 2018.

  • Telephone operator services

Telephone operator services will continue uninterrupted during winter closure, including on the Christmas and New Year’s Day holidays. You may call 650-723-2300 (or 200 from a campus phone) as usual to receive Stanford directory assistance service.

  • ID Card Office and building access

The Stanford ID Card Office, located upstairs at Tresidder Union, closes at 3 p.m. on Friday, Dec. 22 and remains closed throughout winter closure. During the winter closure period, building access through Stanford’s door access system (i.e., Lenel) is preprogrammed to require card access during all hours. Building managers can alter that schedule as they choose.

  • Mobile device services

Get your orders in early. To avoid holiday season delivery issues, the cut-off date for orders to be completed before winter closure is Wednesday, Dec. 13, 2017. Orders received during winter closure will not be processed until after Jan. 8. Support for Stanford mobile devices, including device activation, international plan changes, and technical support, will continue during winter closure through our 5-HELP (650-725-4357) support line. All activations, plan changes, and technical issues will be handled and monitored during the UIT Service Desk hours.

  • Administrative/business applications

All production applications supported by the Administrative Systems unit of University IT will continue to be available during the winter closure. This includes Axess, PeopleSoft (Student Administration, HR, STARS), all Oracle applications (iProcurement, Expense Requests, PCard, iJournals, etc.), EAM (Enterprise Asset Management), Gift Transmittals, Oracle Business Intelligence (OBIEE), Registry web applications, middleware and integration services (StanfordYou, Remedy, ServiceNow, SUNetID, Accounts application, Authority Manager, etc.), and Stanford Email and Calendar. Staff will monitor applications to ensure they remain running, but no upgrades, enhancements, or non-emergency changes will be made. IT Service Desk assistance will be available on a limited basis for urgent issues only. Users requiring assistance during this period should submit a help request. Response times may be longer than normal.

  • Networking and firewall rule requests

Networking staff will NOT be available to provide assistance on projects OR to implement firewalls rules during winter closure. As always, the network and all network devices will be monitored 24/7 and engineers will address all production network outages and issues. During Stanford's winter closure, the Backbone Networking team will have daily network maintenance windows from 12 a.m. to 4 a.m. in order to make minor changes improve the network's infrastructure. Please be aware that you may experience intermittent disruptions in service during these hours.

Get your firewall rules changes in early. In order to ensure that your firewall rules will be completed prior to the winter closure, please have all firewall rule requests approved no later than 5 p.m. on Thursday, Dec. 21. Firewall rule requests submitted after that time will not be processed until the week of Jan. 8, 2018.

  • Research computing services (including Farmshare)

The Stanford Research Computing Center (SRCC) administers a variety of servers and services for the research community, including Sherlock, Farmshare, Oak, the SCG cluster, and the Stanford Research Computing Facility (SRCF) at SLAC. During winter closure, SRCC staff will make a best effort to respond to full catastrophic system, service, and/or facility outages within 48 hours based on the availability of technical staff. However, staff will not be available to answer specific end-user inquiries/problems or account creation requests, including questions submitted via email (research-computing-support@stanford.edu), nor will they be able to troubleshoot individual server, switch, or storage array issues. While the IT Service Desk will be open with fewer staff and reduced hours, questions that they cannot address directly will be queued for resolution after the winter closure, with, as noted earlier, the exception of total service or system outages.

Research teams with equipment housed in the SRCF (the high-density data center at SLAC) will be contacted in advance of winter closure regarding changes in facility and SLAC campus access processes during the break.

Stanford Health Care and Stanford Children’s Health

REPORTING A CRITICAL SERVICE OUTAGE: If you need to report a critical service outage or request an emergency repair during this time, call 5-HELP (650-725-4357).

Unless otherwise noted below, UIT offices will be closed in observance of Christmas and New Year’s Day on Sunday, Dec. 24, Monday, Dec. 25, Tuesday, Dec. 26, Sunday, Dec. 31, and Monday, Jan. 1; however the 24/7 IT Operations Center will be staffed to respond to critical repair and systems issues. More details on some public-facing offices are included below.

  • Service orders (i.e., telephone)

Staff will be available to provide the normal service with the following exceptions: our offices will be closed from Monday, Dec. 25, Tuesday, Dec. 26, and Monday, Jan. 1.

  • Telephone operator services

Telephone operator services will continue, uninterrupted, during winter closure, including on the Christmas and New Year’s Day holidays. You may call 650-723-2300 (or 200 from a Stanford phone) as usual to receive Stanford directory assistance service. Operator-assisted paging services to the hospitals will also continue during winter closure.

  • Paging services

Paging Services will continue during winter closure. Support is available through 5-7101 (650-725-7101) and via services.stanford.edu. The Paging Services office in the basement of Stanford Health Care (Room HC009) will be open M-F, 7:30 a.m. to 4:30 p.m. excluding Christmas Day and New Year’s Day holidays (Dec. 25 and Jan. 1). Loaner pagers will be available at the Stanford Hospital Security Office on holidays and after hours.

  • UIT Service Desk

The UIT Service Desk will be open, but with fewer staff and reduced hours. Service Desk staff will be available between 8 a.m. and 5 p.m. on all non-holidays (staff are not available Dec. 24, 25, 26 and 31 and Jan. 1). Requests submitted through services.stanford.edu will be monitored throughout the winter closure, with the exception of Dec. 24, 25, 26, 31, and Jan. 1, with priority response given to urgent requests related to system outages. For an emergency or a critical need on Dec. 24 25, 26, 31, or Jan. 1, call 5-HELP (650-725-4357). Responses to all other help requests will be handled as quickly as possible, but you may experience longer-than-normal response times until we return to full staffing levels on Jan. 8, 2018.

  • Mobile device services

Get your orders in early. To avoid holiday season delivery issues, the cut-off date for orders to be completed before winter closure is Wednesday, Dec. 13, 2017. Orders received during winter closure will not be processed until after Jan. 8. Support for Stanford mobile devices, including device activation, international plan changes, and technical support, will continue during winter closure through our 4-HELP (650-724-4357) support line. All activations, plan changes, and technical issues will be handled and monitored during the UIT Service Desk hours.