Skip to content Skip to site navigation

Firewall Maintenance


The following describes maintenance processes and schedules for the ITS Firewall Service infrastructure, in addition to support and escalation information.​

Change Management


  • Maintenance windows for any firewall work (physical upgrade, software upgrades, preventative maintenance) follow the general change management processes as outlined at:
  • Scheduled maintenance windows: 
    a. Thursday, 4-6am
    b. Saturday, 5-8am
    c. Sunday, 5- 8am.
  • In all cases, maintenance is scheduled and negotiated with the application owners who are impacted.
  • The Firewall team reserves the right to schedule emergency maintenance with minimal notification in the event of a significant security event. 
  • Major changes and downtimes are scheduled through ITS Change Management Request System.

Escalation Procedures & Support


  • In the event of a suspected or confirmed firewall malfunction, or if an emergency action is needed on the firewall to respond to a security threat, send a message to and call 650 723 1611 and request a page to the Network on-call staff. A callback will be placed within 1 hour. (Pending available resources) 
  • IMPORTANT - Rule requests and modifications are NOT considered to be emergencies and should not be escalated to the on-call staff. All rules must be requested, clarified, and tested during normal business hours. If firewall technical resources are needed for after hours or weekend project work, a written request with an account number must be sent to: at least two weeks prior to the date of the scheduled work. 


Last modified May 28, 2015