Personal Computing Device Repair SC
Service | Personal Computing Device Repair | ||||||||||||||||||||
Service Manager | Ben Hartung, Manager of Residential Technology and Security Systems | ||||||||||||||||||||
Department | |||||||||||||||||||||
Contact | McGinnies Hall Rm 154 ResNet Office, (716) 673-3668, ResNet at Fredonia | ||||||||||||||||||||
Service Owner | AVP/CIO - Stephen Rieks | ||||||||||||||||||||
Description | The Personal Computing Device Repair service provides limited software and hardware support for personally owned network computing devices which have performance or security issues that inhibit the use of the University network or other critical electronic services (e.g. OnCourse Learning Management Service). These devices can also be quarantined on the University network based on a known vulnerability for security purposes. The service improves the performance of the campus security program by mitigating risks for the university’s overall security posture and for individuals utilizing the campus network services. This service is offered because the University networks are considered to be critical for those living in the residence halls (24/7 availability) and enables the University to maintain a secure and stable computing environment for all those utilizing the network. Limited personally owned computing device hardware repair:
(Note: All computing device hardware is purchased by the customer.) This service does not include advanced repair of computing devices (e.g. screens, motherboards, power supplies etc.) Limited personally owned computing device software repair:
(Note: All software repair and installation is limited to legally licensed copies. The customer is responsible for all personally owned data backups, chain of custody of data and proof of valid licensing.) | ||||||||||||||||||||
Service Users |
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User Services |
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Business Services | n/a | ||||||||||||||||||||
Technical Services |
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Requirements | The requirements for using this service included the following:
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Rates / Cost of Use |
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Getting Started | Tracker Customer Portal - 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 | ||||||||||||||||||||
Getting Help | By email: ResNet at Fredonia By phone: (716) 673-3668 In person: 154 McGinnies (Near the loading dock rear entrance) All requests for assistance are completed using FredQuest. | ||||||||||||||||||||
SLA Notes |
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Business Procedures | see attached “Equipment Inventory Form” | ||||||||||||||||||||
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. | ||||||||||||||||||||
Assigned Primary Support | |||||||||||||||||||||
Assigned Secondary Support | |||||||||||||||||||||
RACI Chart | Name: Personal Computing Device Repair Service Description: see above
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Date Last Modified |