Page Comparison

Service

Reed Library Printer Service

Service Manager

Department

Contact

W203 Thompson Hall, (716) 673-3407, ITS.ServiceCenter@fredonia.edu

Service Owner

Description

Service Users

User Services

Providing black and white and color laser printing is an essential service for faculty, staff, and student users at Reed Library.  This service catalog entry provides details as to how service requests are provided in regard to:

• Clearing paper jams

• Contacting and coordinating appropriate contractor should maintenance be required

• Notifying the ITS Service Center when maintenance needs arise

• Replacing toner cartridges

• Rerouting printer traffic as needed

• Training as required

Business Services

Technical Services

Back-end services are provided through use of the campus network, print server(s), and the use of PaperCut NG for print accounting.

Requirements

Rates / Cost of Use

Getting Started

Email - ITS.ServiceCenter@fredonia.edu

Phone – (716) 673-3407

Ticket Submission – https://fredquest.fredonia.edu

Walk In – W203 Thompson Hall

Availability

ITS Service Center Hours

• Semester Weekday Hours

• Monday – Thursday, 7am – 10pm

• Friday, 7am – 5pm

• Semester Weekend Hours

• Saturday, 12pm- 5pm (Student staffing only)

• Sunday, 12pm – 10pm (Student staffing only)

• Summer/Break Weekday Hours

• Monday – Friday, 8am - 4pm

Reed Library Hours

• Semester Weekday Hours

• Monday – Thursday, 7:30am – 1:00am (Student staffing only after midnight)

• Friday, 7:30am – 8:00pm

• Semester Weekend Hours

• Saturday, 12pm- 8:00pm (Student staffing only)

• Sunday, 12pm – 1:00am (Student staffing only after 6pm)

• Summer/Break Weekday Hours

• Monday – Friday, 7:30am - 4pm

Usherwood Hours of Service (Emergency and non-emergency)

• As per agreement with Usherwood:

• Emergency Service hours: $150 per call, $300 max.

• 12/2/16 through 12/9/16 (last 7 days of fall 2016 classes) and similar 7 day time frames for all future fall semesters

• 4/28/17 through 5/5/17 (last 7 days of spring 2017 classes) and similar 7 day time frames for all future spring semesters

• Service calls placed

• Before 12:00 pm will have an Usherwood service technician on-site same day

• Before 5:00 pm will have an Usherwood service technician on-site before 9:00 pm same day

• For normal non-emergency support calls that lay outside the listed fall and spring semester windows defined above, normal maintenance procedures of:

• A support call placed before 12 noon will receive on-site support same day

• a support call placed after 12 noon will receive on-site support the next business day morning

Getting Help

ITS (Primary Contact - See hours above)

• Email - ITS.ServiceCenter@fredonia.edu

• Phone – (716) 673-3407

• Ticket Submission – https://fredquest.fredonia.edu

• Walk In – W203 Thompson Hall

Reed Library

• Email – reedref@fredonia.edu

• Phone – (716) 673-3222

• Walk In – Reed Library

SLA Notes

• During designated semester weekday hours and summer/break weekday hours, the ITS Service Center will process service requests as outlined

• Service requests will be processed as high priority, with initial response within fifteen minutes.

Business Procedures

Change Procedures

Changes to the service (transition, additions, and discontinuations) must be reviewed by the Director of Technology Support Services, the Director of Reed Library and approved by the AVPIT/CIO and the Director of Reed Library.

Assigned Primary Support

Assigned Secondary Support

RACI Chart

Name: Adding paper and toner to all Printers

Description: Designated Reed Library Faculty/Staff will be responsible for ordering needed paper from the ITS Service Center and putting the needed paper into the printers.

Name: Clearing of paper jams.

Description: When paper jams occur, the ITS Service Center staff will clear paper jams.

Name: Notifying the ITS Service Center when maintenance needs arise.

Description: Designated Reed Library Faculty/Staff will be responsible contacting the ITS Service Center when maintenance needs arise through using the information listed on this document.

Name: Applying Microsoft Group Policy, when needed, for enabling a new printer, or for taking a printer offline when maintenance is required.

Description: As printers are replaced or require maintenance, the ability to print to a specific printer will need to be changed on the windows workstations that are available for student use in Reed Library.

Name: Applying Casper Policy, when needed, for enabling a new printer, or for taking a printer offline when maintenance is required.

Description: As printers are replaced or require maintenance, the ability to print to a specific printer will need to be changed on the Apple workstations that are available for student use in Reed Library.

Name: Modifying network configurations, when needed, for enabling a new printer, or for taking a printer offline when maintenance is required.

Description: IP addresses will need to be configured in the printer VLAN require the assistance of the Data Communications team.

Name: Contacting and coordinating appropriate contractor should maintenance be required

Description: ITS will contact and coordinator maintenance to the installed printers.

Name: Providing Training

Description: Reed Library Faculty/Staff and Student Employees will require training on use of the printers and how to load paper into the printers.

Name: Storage of Toner

Description: As part of the procurement with Usherwood, toner is included under maintenance.

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