Common Support
Contact and Support Availability
Hours of Operation
IT Services is available for clients during normal University business operations (M-F 8:30a-4:30p).
Contacting Us
IT Services offers several options for reaching support personnel. Contact information can be obtained from IT Services online content. Available contact methods include trouble-ticket systems, phone support, e-mail, and emergency contacts. Submission guidelines can also be found in the online IT Services content. All requests must eventually be submitted through the ticketing system to ensure proper handling and resolution of requests.
Emergency Support
Limited emergency support is available between 5pm and 8:30am M-F and on holidays and weekends. A voicemail message left at the IT Services Help number will trigger a notification for an on-call staff member. Messages should generally be returned within an hour. The qualification of a request as an emergency will be judged by the scope of affected clients, impact to the client organization, and the role of the individual making the request.
The leadership of a client organization will be granted preferential treatment
Response and Resolution
Tickets will be acknowledged by e-mail response immediately at submission time. An IT Services staff member will reply directly through the ticketing system within one business day. Delays beyond one day may occur during peak activity periods at the beginning and end of semesters.
Resolution will always be attempted first through remote assistance or via self-support materials. However, requests for in-person assistance are welcomed and will be handled by the next available support staff member.
NOTE: An on-site physical presence for support staff in no way embodies the totality of support to clients and should not be viewed as a direct exchange for support fees. Support fees recover costs for IT Services operations which include far more than in-person support encounters. In addition to direct support, costs are recovered to provide for management oversight, staff development, and future projects that return value back to the client.
Off-site Coverage
In-person support is only available for Oakland campus locations confined to the general vicinity of The Mall, The Cut, Gesling Stadium, and S. Craig St. Locations beyond these boundaries will have the benefit of remote support. All interactions that require in-person exchanges and meetings must take place at an Oakland campus location.
Client-provided Support Staff
Support staff members who are hired directly by the client must coordinate with IT Services to avoid negating IT Services’ efforts. They will be required to leverage IT Services’ helpdesk tools and materials. IT Services also must provide management oversight for support staff members and officially report on their performance. Client-provided support staff will benefit from ongoing mentoring and career development through the working relationship with IT Services’ expert staff.
Equipment
Client computers are purchased and owned by the purchasing entity. IT Services does not own client computers. IT Services also does not provide advanced procurement financing. Equipment needs are procured at the time of request and billed directly to the client. Any incidental equipment needed to fulfill a request will be communicated to the client prior to purchasing.
Peripherals and BYOD (Bring Your Own Device)
Clients assume full responsibility for peripherals, accoutrements, and personal devices, including direct attached printers. Public printers may have a hosted server queue. All other printers are subject to the standards set forth by IT Services. Replacement of printer consumables is the responsibility of the client. IT Services may provide basic software installation, advice, guidance, and operational support for direct attached printers.
Liaison Services
Quite often, CMU Computing Services changes their offerings, enhances, deprecates, increases, updates, or adds new services. When this occurs, IT Services provides guidance and offers to act as a facilitator for clients.
Client Outreach
It is periodically necessary and advantageous to meet with clients and their constituents to make sure needs are addressed. This can be accomplished through SAC meetings, staff or faculty meetings, mass correspondence, daily interactions, personal consultation sessions, or informational materials distributed in digital and print form.
Review Period
IT Services will review agreements with the client one month prior to the end of the next fiscal year in June and make adjustments as necessary according to changes in population and service demand.
IT Services recommends that clients meet with our management staff at least twice during the agreement year to review performance and communicate goals and initiatives.
Significant changes to service demand prior to the expiration of an agreement may necessitate an increase in the FTE rate factor.
Support Fees and Payment Terms
Fees will be billed directly to the academic unit on the first business day of each month for the services defined in this agreement. Payment for services rendered outside of the framework of this agreement must be negotiated separately.