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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

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