CourseWorks

Service Initiation

Contact: CourseWorks-admin@columbia.edu

Support

Service Support Contact:

Online documentation and video tutorials

CUIT helpdesk 212-854-1919

Email: courseworks@columbia.edu; Courseworks-errors@columbia.edu; courseworks-admin@columbia.edu

CUIT Helpdesk Service Hours

Phone Support - 212-854-1919 Hours:

Sunday: 3pm-11pm

Monday – Thursday: 8am-11pm

Friday: 8am-7pm

Saturday: 10am-6pm

Email/Web/online Support askcuit@columbia.edu

Hours: Monday-Friday 9am-5pm

Helpdesk Support Center walk-up facility at 202 Philosophy Hours:

Monday- Friday 10am-6pm

Service Targets:

CourseWorks is available 24/7/365

Response to emails and helpdesk remedy tickets within 48 hours;

Level 1: Resolution of Level 1 issues; within 4 hours

Level 2: Errors resolved within 8 business hours

Level 3: General questions about usage, access - Prioritized across all users and resolved in 24 hours

Errors: Level 2 issues - resolved within 8 business hours

General questions about CW: Level 3 issues prioritized across all users and resolved in 24 hours

Priority definitions

Priority can be deduced using a combination of Urgency and Impact. For reference, the definitions of these terms are as follows:

Impact:a measure of the business criticality of an Incident, often equal to the extent to which an incident leads to degradation of agreed service levels. Impact is often measured by the number of people or systems affected.

Urgency:the necessary speed of solving an incident of a certain impact. A high-impact incident does not, by default, have to be solved immediately.

Priority:is expected effort. This is denoted by a number value, and is determined through assessing a combination of impact and urgency.

The matrix below describes the framework for determining priority.

PRIORITY
		Impact
		Impact
		High	Medium	Low
Urgency	High	1	1	2
	Medium	2	2	3
	Low	2	3	3

Service Contact:

Maneesha Aggarwal, Manager, CUIT Teaching and Learning Technologies

CUIT Executive Owner:

Maneesha Aggarwal

Service Description

CourseWorks is Columbia University's online course management system used by schools at Morningside Campus (except Business and Law) and at CUMC.

Status:

Active

Details

CourseWorks is Columbia University's online course management system used by schools at Morningside Campus (except Business and Law) and at CUMC and allows instructors to post material online including syllabus, assignments, student work, and grading.

Standard Service Features

Instructors may:

Upload textbook information, syllabus, lecture, assignment as text or files
Conduct online tests, quiz and discussions
Communicate with students via email and announcements
Grade student assignment and upload student grades
Conduct group work

Students may:

View, download content posted by instructors
Participate in online discussion, tests and quiz
Submit assignments and participate in group work
View their grades and submit online evaluations

Standard Costs:

None

Service Eligibility

All departments and schools or any academic discipline

Prerequisites

University Network Id (UNI)