Use this form to report an unexpected interruption, degradation, error, or failure affecting a research application that ITS already hosts or supports.
Examples include an application, API, database, dashboard, or approved application environment that is unavailable, inaccessible, degraded, or no longer functioning as expected.
What’s Included
- Investigation of outages, errors, degraded performance, and access failures affecting an existing ITS-supported research application
- Troubleshooting of hosting-related components such as application environments, deployments, databases, storage, authentication, certificates, networking, and platform services
- Coordination with the ITS teams responsible for the affected component
- Business-hours incident response based on the application’s documented support arrangement
What’s Not Included
- Consultation or assessment for a new research application
- Requests for new hosting, migration, deployment, databases, URLs, authentication, configuration, capacity, or other changes
- Application development, feature enhancements, or changes to research-specific functionality
- Failures involving applications that ITS does not host or support, unless consultation is needed to determine an appropriate path
- Guaranteed 24x7 support, availability, or immediate restoration unless separately documented for the application
For a new application or a planned change to an existing hosting arrangement, use the Research Application Consultation and Hosting Request instead.
Eligibility
This form is available to owners, technical contacts, and authorized users of research applications that ITS hosts or supports.
The application must have an identified UAlbany faculty or organizational sponsor.
More Information
When reporting an incident, provide:
- The application name and address
- A description of what is failing and any error messages
- When the problem began and whether it previously worked
- The users or functions affected and the impact on research activities
- Any recent application, data, configuration, or deployment changes
ITS will investigate the incident according to the application’s documented hosting and support arrangement. Application owners remain responsible for application code and research-specific functionality unless another responsibility model has been formally approved.