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Service Name: Smart Phone 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 Smart phones.

  • 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 devices offered depending on the client’s needs.
  • C&C manages the billing for these devices.

What's included:

  • Blackberry, Apple iPhone, Android and others for Memorial faculty and staff.
  • Inclusion of the user’s exchange email account on C&C’s Blackberry Enterprise Service (BES) and ActiveSync.

How to request this service:

  • For new services or changes to existing services, clients are advised to contact their Administrative staff who in turn should contact the:

Service Desk
HH-2012
Tel: 709-864-4595
Fax: 709-864-3514
E-mail: help@mun.ca
http://www.mun.ca/cc

Who can avail of this service:

  • Faculty and Staff of Memorial University, 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.

Cost:

  • There is no support cost for this service.

Response Times:

  • Requests for Smart phones are logged and monitored by the C&C Service Desk.
  • Phone calls will be answered 85% 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 24 business hours.
  • It requires 3 business days to obtain a new Smart phone.
  • Support issues such as replacing, repairing or fixing Smart phone problems take 1 day; however, complex problems may take up to 3 business days to resolve.

Processes and Tools:

  • Users should contact their departmental administrative staff for new services or changes to existing services.
  • Users must have accounts with Memorial University Exchange Server.

Accountabilities and Key Roles:

  • The Service Provider is responsible for providing the network access.
  • Network & Communication Group (NCG) staff act as liaison between Memorial users and service provider.
  • A Hardware vendor is responsible for delivery of Smart phone devices.
  • The Technical Services Group is responsible for exchange account activations and additions to the BES and ActiveSync.
  • 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: September 2013
Service Owner: Manager, Network & Communication Group

 

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