New Media Operations - Frequently Asked Questions
In this section, we've tried to answer common questions and concerns
as best as possible. If you don't find yours addressed here, feel free
to contact us by e-mail at
request@pathfinder.com.
What
is New Media Operations?
New Media Operations, a department of Time Inc.'s Information Technology
Division, is the organization responsible for the management, monitoring
and maintenance of Time Inc. New Media's Internet website, Pathfinder.
New Media Operations Provides:
-
24 hour support.
-
Hardware and Operating System operation and maintenance for all Pathfinder
production and development servers, development workstations, telecommunications
circuits, and network equipment.
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E-mail based help desk system via request@pathfinder.com with call tracking
and ownership for all Normal System Issues/ Requests / Enhancements.
-
Single New Media Operations Hotline telephone number (212-522-7742) to
call for all Critical System Issues.
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Who should
I contact in case of an Emergency?
In the case of a Pathfinder
emergency, please call the New Media Operations Hotline at 212-522-7742.
This number is answered 24 hours per day, 7 days per week. Between
the hours of 9 am and 6 pm weekdays and all day on weekends, a help desk
representative will be available to answer all calls and to page an on-call
Operations engineer.
What constitutes
an Emergency?
Critical system issues are defined
as those severely impacting TINMâs business. Issues include:
-
Loss of Production Servers - WWW, Quote, Mail, CGI, Stager, Sybase, Authentication,
DNS, Content Publishing (CP), Roadrunner, Personal Edition, Chat / BBS
(special events only) - includes server not responding to pings, telnet,
ftp, or http requests.
-
Loss of Internet Network Connectivity - Local Director, Border Routers,
T3 circuits, Firewall - indicates the inability to connect to Pathfinder.com
or any hosted domain via HTTP from outside the Pathfinder network due to
equipment failure or ISP circuit failure.
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How do I obtain
an a Pathfinder user account and/or SecureID?
Everyone must have their direct
supervisor or department head fill out the online account
request form on your behalf before an account is created.
The form can be found at http://cp.pathfinder.com:8080/inside/tech/ops/accountrequest.html
Once this form is filled out and received by the operations group, you
will receive a Non-Disclosure Agreement that you must sign and return before
your account and /or SecurID can be activated.
Please plan in advance and allow 5 business days for your request to
be addressed.
The agreement letter specifies that you will not:
-
Share your SecurID.
-
Share your account.
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Disclose your password or PIN code.
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Remove confidential material from Pathfinders servers.
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Disclose any information proprietary to Time Inc.
If another party does wrongful activity on your account, you are responsible!
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How do I obtain
access to CP, Stager, Inside, etc.?
You must have your direct supervisor
or department head provide the appropriate documentation. If you
already have an account on CP, have your supervisor or department head
send an email to request@pathfinder.com
specifying the access you will need.
If you do not have an account on CP, your supervisor must fill out the
account
request form found at http://cp.pathfinder.com:8080/inside/tech/ops/accountrequest.html
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Who should
I call when I notice broken links or other content related issues?
Broken Links should be reported
to the Editor or Producer of the site with the problem.
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My
SecureID is broken!! What should I do?
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I need
to be added to an email list. What should I do?
Send an email to requests@pathfinder.com
stating exactly what you need.
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Help!
I forgot my PASSWORD!
Send an e-mail with the subject
field 'FORGOT PASSWORD' and your mail address to request@pathfinder.com.
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How
do I submit a technical request?
Technical requests should be
submitted by E-mail to requests@pathfinder.com
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What
is the turnaround time for submitted requests to be responded to?
Requests are process within
5 working days. Emergencies should be called
in to 2-7742
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I need
help with my desktop machine. Who should I call?
Call Desktop Support at 522-7777
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How
do I get my computer hooked up to the Net?
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I keep
hearing about "Backbone" versus "T3". What's the difference?
The "Backbone" is Time Inc.'s
building wide network connection. The "T3" is a Pathfinder specific
connection. Most users are connected to the Backbone with exceptions
made on a case by case basis.
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How
do I request a new domain (e.g. www.newdomain.com)?
See the Domain name information
page.
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