Getting Infrastructure Support

How do I contact infra team about urgent requests?

Please notify us on telegram. That is a really good place to notify us about any outage or any software misbehaving!

If an outage is showing in , we've been already notified.

We do have some monitoring, but sometimes we don't realise there's a problem.

How to I ask for for help problems with OpenMRS ID, spammers or any other small thing? is the way!

How do I get access to or

To get JIRA access you need to request on .

We aim to answer all tickets in less than 48h, but remember we are all volunteers.
If your ticket is taking longer than that, there's a huge chance we are firefighting something and couldn't yet get to your ticket.

I kindly ask you to not ignore our answers. When we ask for more information please don't ignore it. Tickets without answers will be closed off due to inactivity.

How to request a new service to be deployed?

Check How to deploy a new application to our infrastructure . Make sure to raise a ticket in ITSM JIRA project.

How do I request a change request to our infrastructure?

Please raise a ITSM ticket in JIRA.

What services does infra team take care of?

Take a look in .
We do not have knowledge or even resources to help you with your OpenMRS installation, please use talk for that.

I'm helping assigning tickets in helpdesk, how can I add a ticket to infrastructure queue?

Add it to group and category 'IT service management'.
We don't usually assign cases to ourselves, but rather let whoever is online at the time to follow up the tickets.
More details in

How can I start discussions about infrastructure?

If it's not urgent, a topic in will be seen.
Feel free to ask us about how things are working, too!

How can I notify about security problems in infrastructure?

Use security at email please.

Service level objectives

Check service tier in IT Services Provided


Response Time

Resolution or Workaround

Tier 1

The most used and relevant services for the community. A large portion of the active community would consider 1h long outage during business time a bad experience, and would prevent them doing their work. These are the most critical systems that affect most of our community, most of the time.

1 hour

4 hours

Tier 2

These services can be down quite possibly for a couple of hours before it actually blocks someone.

4 hours

8 hours

Tier 3

Similar to Tier 2, but a smaller percentage of the community would be affected.

8 hours

24 hours

Tier 4

Either affects a very small percentage of the community, or accessed/used much less frequently.

24 hours

7 days