Service | Residence Life and University Police University Owned Printer Support |
Service Manager | Ben Hartung, Manager of Residential Technology and Security Systems |
Department |
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| McGinnies Hall Rm 154 ResNet Office, (716) 673-3668, resnet@fredonia.edu |
Service Owner | AVP/CIO - Stephen Rieks |
Description | The University Owned Printer Support service is the installation, configuration and troubleshooting of the university owned and operated printers. This includes standalone and networked black/white and color laser jet printers. |
Service Users | Faculty, Staff and Students |
User Services | Procurement & Property Control: Facilitating departmental requests for quotes, NYS contract procurement, property control tagging and inventory reconciliation. Installation: installation, setup and testing of computing software. Troubleshooting: in accordance with the system warranty facilitating the diagnosis of the issues and problem resolution. Toner Replacement: replacing and servicing toner for printers.
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Business Services | n/a |
Technical Services | End User Documentation: development and management of web content policies and procedures. Installation & Setup: installing, configuring and testing printers. Prime & IP Assignment: manage Prime printer group MAC addresses and ensure static IP address assignment.
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Requirements | The requirements for using this service included the following: |
Rates / Cost of Use | |
Getting Started | FredQuest - ITS Incident Management System |
Availability | Hours: Monday - Friday 8:30am - 5:00pm Summer: Monday - Friday 8:00 am - 4:00 pm Emergencies - 24/7 based on the availability of support staff
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Getting Help | |
SLA Notes | Users with emergency Computing Hardware Support issues can expect a response within 4 hours and should expect a resolution within 48 business hours of entering a ticket. Change or new installation requests can expect a response within 36 hours and the resolution will depend on the scope of the request.
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Business Procedures | n/a |
Change Procedures | Changes to the service (transition, additions, and discontinuations) must be reviewed by TAC and approved by the Service Manager (CIO) and Cabinet. Changes to the configurations, software, hardware or business procedures are reviewed monthly by the campus Security Systems Team. Users are notified via email and phone calls of changes. |
Assigned Primary Support |
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Assigned Secondary Support |
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RACI Chart | Name: University Owned Printer Support Description: see above Level | Responsible | Accountable | Consulted | InformedĀ |
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Primary | Mark Mackey | Ben Hartung | ITS Service Center | Users | Secondary | Ben Hartung | CIO | ITS Service Center | Users | Tertiary |
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Date Last Modified |