|
System |
Support Levels: Examples |
Response Times* |
|
Electronic Mail:
GUMAIL, GUCalendar
|
Level 1: Unable to access email entirely |
2 hours |
|
Level 2: Any errors affecting the user's mailbox |
4 hours |
|
Level 3: Any address book changes, configuration modifications |
3 days |
|
Desktop Support (Personal Computers and Macintosh computers in your workspace) |
Level 1: Installing new applications/printers, problems with individual applications |
5 days |
|
Level 2: Application critical to the job is not functioning |
1 day |
|
Level 3: Personal Computer or Macintosh not starting or responding. |
4 hours |
|
Workstation move |
Contact telecom to determine the VSO and DSO activation. |
Determine by VSO and DSO
(Activation of data or voice jacks in new location) |
|
Installation of New Personal Computers and Macintosh computers in your workspace |
Installation and configuration of new workstation. |
3 days
|
|
UIS Supported Public Lab Support |
Level 1: CD ROM/floppy drive problems |
2 days |
|
Level 2: Individual computer, printer, or card reader not functioning |
1 day |
|
Level 3: More than 33% of the lab is not functioning |
2 hours |
|
Student Residential Networking (RESNET) |
Level 1: New installation assistance, application support |
2 days |
|
Level 2: Intermittent compatibility problems with the computer and network. |
1 day |
|
Level 3: No connectivity to the network. |
4 hours |
|
Phone trouble
(for all models) |
Level 1: Basic phone problems, static, display |
1 day |
|
Level 2: Can’t access voicemail |
1 day |
|
Level 3: No dial tone |
4 hours |
|
Cable TV |
Level 1: Channels out and reception issues |
1 day |
|
Level 2: Problems within patient rooms in Medical Center |
1 day |
|
Level 3: Lost connectivity to cable |
4 hours |
|
Account Creations |
Novell, NETID, GUSUN, RESEARCH, Faculty Access +, and PeopleSoft
Mainframe (SIS, TMS), |
1 day
(Accounts will be created within two business days of being entered into Genesys)
|
|
Password Resets |
Novell, NETID, GUSUN, RESEARCH, Faculty Access +, and PeopleSoft
Mainframe (SIS, TMS) |
2 - 4 hours |
|
Research, Curriculum, & Development Group (Faculty Support and Internet Development) |
Support for the integration of technology into teaching and research, including help with the development of innovative projects; development and use of Internet resources; training in technologies and methodologies; enhancement of infrastructure; liaison for faculty with other units of UIS. |
1-2 days
|
|
Applications:
MS Office Suite
Corel Suite
PageMaker, GUMail,GUCalendar Netscape Navigator, and Communicator, Telnet, FTP, TN3270,
Norton Anti-Virus, PeopleSoft Admissions and Financials, Faculty Access+, Student Access+, Windows 2000,XP, MAC O/S 10, Basic Unix |
Level 1: Implementing tools within an application
(macros)
Level 2: Projects with a less rigid deadline.
Level 3: Function needed to complete a task for University business or academic deadline.
|
1-3 days |
