Residence Life and University Police University Owned Computing Software Support SC

Residence Life and University Police University Owned Computing Software Support

Location: W203 Thompson Hall

Phone Number: (716) 673-3668

Email: ResNet

All requests for assistance are completed using the Tracker Customer Portal

Chief Information Officer

The University Owned Computing Software Support service is the installation, configuration and troubleshooting of the university owned and operated computing software. This includes operating systems, Microsoft Office Professional Suite, Google Apps for Education covered under the SUNY-wide contract and various other business related software applications found on a standard workstation image.

• 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.

• End User Documentation: development and management of web content policies and procedures.

• Application Configuration & Testing: version control, provisioning and deprovisioning, patch management and testing.

• License Management: life-cycle management of licensing for all application ensuring compliance, renewals and operability.

The requirements for using this service included the following:

• operate university owned computing software

• current faculty, staff, or student with eServices account

• There are licensing, support staff and maintenance costs associated with this service which are covered by the Tech Fee and Housing fee.

• 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

• 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.

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.

Name: Computing Software Support

Description: see above