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Service
and Support
Normal Service
Request
for Moves, Adds and Changes are entered into the electronic work order tacking
system at http://support.boisestate.edu
. Contact is made by the TNS staff
to the client and date of the install or modification is coordinated.
No contact is made by the client directly to the TNS staff.
Major outages (building or group level) are called into the University
Helpdesk (426-HELP). After hour
major outages are called into the Network Emergency Afterhours phone number
(426-BNET). No support is provided
for individual issues or problems after hours.
Trouble Tickets (items that need repair) are a priority and are usually
handled within 4 hours of placing a support – work order ticket (at
http://support.boisestate.edu ).
Trouble Tickets are not billed if the issue is a faulty piece of
equipment or the responsibility of the TNS staff.
This does not include abuse of equipment or a problem that result from
the actions of a client (such as the client removing a blue patch cable and not
being able to re-locate the phone port, or forgotten passwords).
Turnaround time for new work orders can be found at
http://phones.boisestate.edu/respondisplay.asp .
The turnaround time can be from one week during mid-semester up to one
month at the start of semester.
For
Moves, Adds and Changes, labor is billed at the published rate found at
http://phones.boisestate.edu/pricelist.htm
(currently $36 an hour) and are billed in ¼ hour increments.
Priority Service
Priority Service information can be located at the web site
http://phones.boisestate.edu/priority.htm . Requests for Moves, Adds and
Changes are entered into the electronic work order tacking system at
http://support.boisestate.edu .
The client then calls to upgrade the service to Priority (the list of
contacts are provided on the Priority web site).
The priority call is moved up in the work queue to the next order filled.
On weekends or after hours, the client may call the Network Emergency
Afterhours phone number (426-BNET) to initiate the priority call.
The
Priority Work Requests is billed at three times the normal labor rate (currently
billed at $108 an hour) and are billed in ½ hour increments.
Priority Contracted Service
The
Priority Contracted Service is provided to offices and departments that require
immediate service with direct contact to the TNS staff.
Offices and departments that have arranged the Priority Contracted
Service do not fill out the web forms for work orders or trouble tickets and are
provided a list of direct dial numbers to TNS staff.
The TNS staff will take the information via email or phone calls and will
create the work order or trouble tickets themselves.
Work Orders will be moved up in the work queue to the next order filled.
No labor charges will made against the work orders.
The
Priority Contracted Service is only for offices and departments that require
direct contact with TNS staff.
This direct contact and the move of all work orders to the next order
filled position disrupts the normal workflow of TNS.
For this reason the Priority Contracted Service is billed at ¼
of the salary and benefit costs of a TNS
network/phone employee (current annual cost for Priority Contracted Service is
$21,500 a year). This service is
not available at the College or large organizational group level.
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