The toll free number is (877) 836-7771 and the local number is (717) 506-1079.

Once an application is deployed, support can be requested in two ways:

• Submit a ticket using Remedy
• Contact the Enterprise Call Center and select option 1

During Business Hours: Create a Remedy Help Desk ticket.

The Remedy ticket should be assigned the following values as appropriate:

• Under "Classification" tab
• Select Operational Categorization as follows:
• Select "Global"
• Tier 1: Enterprise Data Center Support
• Tier 2: Application Name in the format AA-ApplicationName (or_New Application)
• Tier 3: Appropriate Category

The Remedy Help Desk system is used to manage incidents and their escalations. Based on the ticket details and the categorization selected, the ticket is routed to the proper EDC team and is then prioritized using an established escalation procedure.

After Business Hours: Contact the Call Center using one of the numbers listed above.

Upon receipt of the call, the Call Center creates a Remedy ticket. If your call is submitted via voice mail and an urgent response is needed before your call is addressed, please call one of our escalation contacts in the order listed below:

Role	Name	Cell	Email
AMT Operations Manager	David Melville	717-283-6370	c-dmelvill@pa.gov
AMT Deployment Manager	Shobha Sharma	717-421-6905	c-ssharma@pa.gov
AMT Operations Architect	Kannan Arunachalam	717-329-1745	c-karunachal@pa.gov
TOT Networking Manager	Dale Kline	717-480-0917	dalkline@pa.gov
TOT Manager (acting)	Matthew Wentling	717-648-4429	mawentling@pa.gov
Enterprise Data Center Manager	Jason Hebbe	717-471-6971	jhebbe@pa.gov
Director, Bureau of Infrastructure & Operations	Stephen Dunn	717-576-1411	sdunn@pa.gov

 

Remedy Priorities and Examples of when agencies need to contact EDC:

Critical:	Report a Problem - Critical Production Application is Down or Critical. Service is unavailable	Immediate  assistance is required
High:	Report a Problem - (ex: Connectivity issues, performance issues, etc.)	Typical EDC response time is 1 business day
Medium:	Request for services (ex: request additional firewall ports to be opened, request additional storage) Request a deployment (ex: deploy database script-only applicable for databases managed by EDC) Request for database design services (ex: design data transformation script-only applicable when database design services are provided by EDC)	Typical EDC response time is 2 to 5 business days
Low:	Question or information requests	Typical EDC response time is 6 to 10 business days

All requests should be coordinated through the primary contacts of the application specified by the agency in the requirements document. These professionals are authorized to escalate agency/application issues to the data center service desk. Note: Development groups (internal and vendor) should be sure to coordinate service request calls with the agency application contacts.