Mobile Phone Support

Service Initiation

Call the CUIT Help Desk at 212-854-1919
Email the CUIT Help Desk at askcuit@columbia.edu
Online at https://www1.columbia.edu/sec/acis/support/consultant/request.html

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	2 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

CUIT offers mobile devices to faculty and administrators. CUIT devices include iPhones, wireless cards, Androids, and BlackBerry devices. Most devices are global capable and can be synchronized with your Exchange and/or Cyrus account.

Status:

Active

Details

Comprehensive mobile devices solutions for University faculty and administrators.

Standard Service Features

Pre-purchase consultation; procurement; wireless synchronization of email, calendar, and contacts for Exchange users; account management; interdepartmental billing; troubleshooting and warranty replacement.

Standard Costs:

On-site support and troubleshooting for $85/hour. Free on campus support with appointment.

http://cuit.columbia.edu/mobile-devices

Service Eligibility

All employees of Columbia University, associated schools, and CUMC.

Prerequisites

Department approval and a FAS account to bill for the services.