[Elluciansupport] Urgent Action Line Cases

[Gumbiner, Dave]

Trent do you have this for them

Dave Gumbiner | Regional Delivery Director | ellucian(r)  | O:+1.219.736.5013 | M:+1.219.730.2493 |www.ellucian.com

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From: Hahn, Lenell [mailto:lhahn at semo.edu]
Sent: Thursday, September 24, 2015 10:26 AM
To: Gumbiner, Dave
Cc: Schneider, Trent; Cowan, Steve; Roccograndi, Robert; Berube, Aimee; Host, Andy; Nguyen, Hai-Ha; Ellucian Support List (elluciansupport at newlist.semo.edu); Henckell, Martha; McFerron, Alisa A; Gasser, Alix; Below, Debbie
Subject: Re: Urgent Action Line Cases

We are Saas and have not been asked to share logs.

Sent from my iPhone

On Sep 24, 2015, at 10:25 AM, "Gumbiner, Dave" <Dave.Gumbiner at ellucian.com<mailto:Dave.Gumbiner at ellucian.com>> wrote:
They have escalated  but are waiting on logs from you guys so be sure to get that in to them thanks

Dave Gumbiner, PMP
Regional Delivery Director
M-219-730-2493
Sent from my iPhone

On Sep 24, 2015, at 9:02 AM, Hahn, Lenell <lhahn at semo.edu<mailto:lhahn at semo.edu>> wrote:
Trent, Steve, Dave, Aimee, Rocco, Andy, Hai,

We two several action line items that are urgent and are not being resolved within a reasonable amount of time:

Case: 01374347
Subject: ACT Test Imports Not Working
Action Line Submitted: 9/17/15
Action Line Assigned: 9/21/15
Assigned to: Steve Cowan

Case: 01366535
Subject: Exact Target Campaigns Failing
Action Line Submitted: 9/2/15
Action Line Assigned: 9/3/15
Assigned to: Hai Nguyen

These are having a major impact on our recruiting processes.  Over 500 ACT scores are now on hold and our email communication is not triggering to our students.

We have also not received a response as to why we received the following message yesterday:
Caller: Solarwinds ORLDC
Campus: Remote, USA
Building:
Room:
Best contact number: (866) 614-5012
Priority: 1 - Critical
Description: Critical Alert - Triage and follow escalation path immediately. Phone call and email required

Lenell

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/ Lenell Hahn
Director
Admissions
T 573.986.6012 / M 573.275.4366 / F 573.651.5936
lhahn at semo.edu<mailto:lhahn at semo.edu>
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