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Service Name: Cellular Devices

Description:

The Department of Computing and Communications (C&C) provides a single point of contact on campus for the procurement, billing and support of cellular devices such as cell phone, pagers, and other wireless devices.

  • There are various models of cell phones and wireless devices available.
  • We offer both numeric and voice pagers.
  • There are a variety of different usage packages offered depending on the client needs.
  • We also provide the rental and purchase of satellite phones, on occasion.
  • C&C manages the billing for these devices.

What’s Included:

  • Cellular devices for Memorial University faculty and staff.

How to request this service:

  • For new services or changes to existing services, clients should contact their Dean, Director, Department Head or delegate who in turn should contact:

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

  • To report problems, please contact the Service Desk.

Out of Scope:

  • Marine Institute.
  • Grenfell Campus.
  • Faculty of Medicine.
  • Students.

Availability:

  • This is a 24/7 service
  • Maintenance will be done as required by the service provider/carrier. C&C will notify clients about pending outages as early as possible.

Response Times:

  • It takes 2 business days to obtain a new cellular device.
  • To replace, repair or fix cellular phone issues, it takes 1 business day.

Processes and Tools:

  • Clients should contact their Dean, Director, Department Head or delegate for new services or changes to existing services.
  • To report problems, clients should contact the Service Desk.

Accountabilities and Key Roles:

  • Service provider is responsible for providing network access.
  • Network & Communication Group (NCG) staff act as liaisons between Memorial users and the service provider.
  • Hardware vendor is responsible for delivery of cellular services.

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 used.
  • Coverage.

Revision: September 2013
Service Owner: Manager, Network & Communications Group

 

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