[520] in resnet
Re: What's Supported?
daemon@ATHENA.MIT.EDU (Kevin Davis)
Tue Dec 4 16:49:38 2001
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Message-ID: <Pine.OSF.4.33.0112041643420.26295-100000@is05.fas.harvard.edu>
Date: Tue, 4 Dec 2001 16:45:33 -0500
Reply-To: Resnet Forum <RESNET-L@listserv.nd.edu>
From: Kevin Davis <ksdavis@FAS.HARVARD.EDU>
To: RESNET-L@listserv.nd.edu
In-Reply-To: <5.1.0.14.0.20011204095107.00a716e0@mail.acu.edu>
This fall, we officially delineated two categories: Guaranteed Support
(networking, e-mail/Unix account, College Web applications, dial-up) and
Best Effort (hardware issues, OS problems, viruses, really everything
else). We dropped off flyers to each dorm room explaining the policy, and
when a student schedules an appointment they get an email explaining this.
Our support policy is online at
http://www.fas.harvard.edu/~help/kbhtml/kb0637.shtml
+-----------------------------------------
|Kevin Davis
|Coordinator of Residential Computing
|FAS Computer Services, Harvard University
|ksdavis@fas.harvard.edu * 617.496.6064
On Tue, 4 Dec 2001, Wes Witemeyer wrote:
> Our ResNet/Central Student HelpDesk, called Team 55, is currently
> revisiting the type of support we offer to our student body. Currently we
> will help with anything short of opening a case, on almost any OS. That
> will include system reloads, software installs, virus clean-up,
> connectivity setup, ect.
>
> What lines are other support organizations drawing in the sand and why?
>
> It seems that our Customer Service is taking a hit because we spend too
> long on student machines that may need "too much" support to be functional
> on our network.
>
> Comments?
>
>
> Wes Witemeyer
> Abilene Christian University
> Abilene, Texas.
>
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