[522] in resnet
Re: What's Supported?
daemon@ATHENA.MIT.EDU (June Templin)
Tue Dec 4 17:54:09 2001
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Message-ID: <5.1.0.14.0.20011204172103.00ac1530@goshen.edu>
Date: Tue, 4 Dec 2001 17:33:11 -0500
Reply-To: Resnet Forum <RESNET-L@listserv.nd.edu>
From: June Templin <jdt@GOSHEN.EDU>
To: RESNET-L@listserv.nd.edu
In-Reply-To: <Pine.OSF.4.33.0112041643420.26295-100000@is05.fas.harvard. edu>
Kevin, I like how you've laid out your policy statement. You'll try to
help but don't make promises. One of our concerns, though, has been
dealing with the person that says "it worked when I brought it to you, and
now it doesn't ... you broke it". Do you have them sign a release form?
At 04:45 PM 12/4/2001 -0500, you wrote:
>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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>___________________________________________________
June Templin
Senior Support Specialist
Goshen College ITS
(219) 535-7700
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