Service Name: Blackberry Delivery and Support Services
Description:
The Department of Computing and Communications (C&C) provides a single point of contact on campus for the procurement, billing and support of Blackberry devices.
- There are various models available including GSM, CDMA and HSPA capable.
- There are a variety of different usage packages for both the cellular and data functions of the device offered depending on the client needs.
- C&C manages the billing for these devices.
What's included:
- Blackberry devices for Memorial faculty and staff.
- Inclusion of the user’s exchange email account on C&C’s Blackberry Enterprise Service (BES) server.
How to request this service:
- For new services or changes to existing services, the Users are asked to contact their Administrative staff. The Administrative staff should in turn contact the:
Service Desk
HH-2012
Tel: 709-864-4595
Fax: 709-864-3514
E-mail: help@mun.ca
http://www.mun.ca/cc
Service requests can be submitted via completion of an on-line form
- To report problems, please contact the Service Desk per the information shown above.
Who can avail of this service:
- Staff and Faculty of Memorial St. John’s campus.
Out of Scope:
- Marine Institute.
- Grenfell Campus.
- Students.
- Faculty of Medicine
Availability:
- This is a 24/7 service.
- Maintenance will be done as required by the service provider/carrier. C&C will pass along outage information to clients as soon as possible upon receiving notice.
Response Times:
- Requests for Blackberry services are logged and monitored by the C&C Service Desk.
- Phone calls will be answered 90% of the time within 1 minute. A queuing system is in place to facilitate phone calls in an orderly manner.
- The email queue is monitored on a real time basis during regular business hours and replied to within 3 business hours.
- Generally it requires 3 business days to obtain a new Blackberry.
- For support issues we make efforts to replace and/or repair Blackberry issues within 1 day, however, the resolution of issues can take up to 2-3 days depending on the complexity of the problem.
Processes and Tools:
- Users should contact their departmental administrative staff for new services or changes to existing services. The report problems, users should contact the Service Desk.
Accountabilities and Key Roles:
- The Service Provider is responsible for providing the network access
- The Communications Group staff act as liaison between Memorial users and service provider
- A Hardware vendor is responsible for delivery of Blackberry devices.
- The Technical Services Group is responsible for exchange account activations and additions to the BES server.
- The Personal Computing Group is responsible for syncing with desktop and supplying basic troubleshooting and setup information to the client.
Key Performance Indicators:
- Type of devices.
- Number of incidents
- Number of devices.
- Time taken to resolve incidents.
- Number of outages (total time).
- Amount of air time or data used.
- Coverage.
Revision: February 2011.
Service Owner: Communications - Todd Farrell, Manager
