Phone/Voicemail Support

Service Initiation

Email askcuit@columbia.edu or call 854-1919.

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, Director, Client Support Services

CUIT Executive Owner:

Donna Sadlon, IT Program & Service Management

Service Description

Support includes: phone mail support and user training, phonemal broadcast.

Status:

Active

Details

Support includes: phone mail support and user training, phonemail broadcast.

Standard Service Features

Standard Costs:

PhoneMail Broadcast (Student Groups Only) - $150

PHONEMAIL SERVICES (ROLMPHONE) - Monthly Recurring Charge

Basic 20 messages N/C
Up to 35 messages - $5.10
Up to 50 messages - $11.22
Guest / Centrex/ commuter PhoneMail (20 messages) - $5.10
PhoneMail System Distribution List (20 member) - $3.83
PhoneMail Modifications - $86.70
PhoneMail Broadcast Admin - $382.50
PhoneMail System Distribution List (100 member setup) - $163.20 ($10.20 for each additional 20 members)

MISCELLANEOUS SERVICES - One-Time Charge

Expedite charge on rush-field/project orders (per order) - $1,000
Expedite charge on rush-software orders (per order) - $204
Additional expedite charge on rush orders (per additional item/line) - $102
Field Service labor charge per hour - $102
Engineering and project management fee - 15.3% (project cost)
PSC code assignment / telephone calling card / name changes - N/C
Third repair appointment - $102

The CUIT billing office provides monthly consolidated bills for all campus telephone services.

Service Eligibility

Administrative, Faculty, Staff and Student departments across the university including CUMC, Parker (New Jersey) campus.

Prerequisites

User will need to have Rolmphone or NetPhone units installed.