Desktop Support

Service Initiation

Administrative Staff:

Email askcuit@columbia.edu

Call 212 854 1919

Online web form at https://www1.columbia.edu/sec/acis/support/consultant/request.html

Faculty:

The Connected Backup service must be initiated through your local IT group.

Support

Service Support Contact:

CUIT HelpDesk

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:

Priority	Response time
1	1.5 hours
2	6 hours
3	1 business day

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:

Jay Natarajan

CUIT Executive Owner:

Donna Sadlon, IT Program & Service Management

Service Description

Windows platform desktop backup and onsite and remote support for supported hardware and software on both Apple OS and Windows platforms for administrative departments throughout the university.

Status:

Active

Details

Windows platform desktop backup and onsite and remote support for supported hardware and software on both Apple OS and Windows platforms for administrative departments throughout the university.

Personal computer backup service is only provided to schools and departments on the Morningside campus. This service is provided at the school or department level only, not on an individual basis.

Standard Service Features

Pre-Purchase consultation.

Tier 2 installation, configuration, onsite and remote support for a core set of popular applications, including Microsoft Office, Exchange e-mail and calendaring, personal and shared network space and back-up services, local drive backup services using connected backup, remote access via citrix or VPN. We support both PC and macintosh platforms.

Desktop Hardware/Software distribution, installation and support

Desktop support for business-critical enterprise applications (e.g., CAR, FFE, DSS, Peoplesoft)

Personal computer backup service is only provided to schools and departments on the Morningside campus. Backup/Restore of local PC hard drives with a limit of 5 gb of unique data per user.

Standard Costs:

For Central Administrative staff, the cost is part of flat allocation fee.

Faculty and other administrative staff:

$85/hour for onsite and remote support
$41/month/user for domain services and exchange access
$50/year/user for 5GB of unique data on the Connected backup server
$150 1-time fee/new machine setup

Optional

DSS install, multifunction fax/copiers setup and support, resale of cables, keyboards, mice, peoplesoft oracle backend tools install.

Service Eligibility

Administrative departments across the university including the CUMC campus. Service is alos provided to schools or departments meeting minimum hardware and software requirements.

Prerequisites

Administrative Staff: subscribers to the Alpha domain. Faculty: Meets minimum hardware and software requirements.