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Page Last Modified: Nov 30, 2017


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Service

Reed Library Printer Service

Service Manager
T. John McCune
Department
ITS Service Center
Contact

W203 Thompson Hall, (716) 673-3407, ITS.ServiceCenter@fredonia.edu

Service Owner
Stephen Rieks, AVPIT/CIO
Description
This document clarifies the roles of Reed Library and Information Technology Services (ITS) concerning the public printers located in Reed Library, but owned and maintained by ITS.
Service Users
Faculty, Staff, and Students
User Services

Providing black and white and color laser printing is an essential service for faculty, staff, and student users at Reed Library.  This service catalog entry provides details as to how service requests are provided in regard to:

  • Clearing paper jams

  • Contacting and coordinating appropriate contractor should maintenance be required

  • Notifying the ITS Service Center when maintenance needs arise

  • Replacing toner cartridges

  • Rerouting printer traffic as needed

  • Training as required

Business Services
Reed Library and Information Technology Services will provide support for Reed Library printing as outlined in this document.
Technical Services

Back-end services are provided through use of the campus network, print server(s), and the use of PaperCut NG for print accounting.

Requirements
The requirements of use of the service is that the requestor must be a designated Reed Library Faculty/Staff member.  
Rates / Cost of Use
ITS will provide funds for the needed paper stock, toner, maintenance kits, service calls and for eventual replacement of the units when it is deemed necessary.  
Getting Started

Email - ITS.ServiceCenter@fredonia.edu

Phone – (716) 673-3407

Ticket Submission – https://fredquest.fredonia.edu

Walk In – W203 Thompson Hall

Availability

ITS Service Center Hours

  • Semester Weekday Hours

    • Monday – Thursday, 7am – 10pm

    • Friday, 7am – 5pm

  • Semester Weekend Hours

    • Saturday, 12pm- 5pm (Student staffing only)

    • Sunday, 12pm – 10pm (Student staffing only)

  • Summer/Break Weekday Hours

    • Monday – Friday, 8am - 4pm

Reed Library Hours

  • Semester Weekday Hours

    • Monday – Thursday, 7:30am – 1:00am (Student staffing only after midnight)

    • Friday, 7:30am – 8:00pm

  • Semester Weekend Hours

    • Saturday, 12pm- 8:00pm (Student staffing only)

    • Sunday, 12pm – 1:00am (Student staffing only after 6pm)

  • Summer/Break Weekday Hours

    • Monday – Friday, 7:30am - 4pm

Usherwood Hours of Service (Emergency and non-emergency)

  • As per agreement with Usherwood:

  • Emergency Service hours: $150 per call, $300 max.

    • 12/2/16 through 12/9/16 (last 7 days of fall 2016 classes) and similar 7 day time frames for all future fall semesters

    • 4/28/17 through 5/5/17 (last 7 days of spring 2017 classes) and similar 7 day time frames for all future spring semesters

  • Service calls placed

    • Before 12:00 pm will have an Usherwood service technician on-site same day

    • Before 5:00 pm will have an Usherwood service technician on-site before 9:00 pm same day

  • For normal non-emergency support calls that lay outside the listed fall and spring semester windows defined above, normal maintenance procedures of:

    • A support call placed before 12 noon will receive on-site support same day

    • a support call placed after 12 noon will receive on-site support the next business day morning

Getting Help

ITS (Primary Contact - See hours above)

Reed Library

SLA Notes
  • During designated semester weekday hours and summer/break weekday hours, the ITS Service Center will process service requests as outlined

  • Service requests will be processed as high priority, with initial response within fifteen minutes.

Business Procedures
Upon implementation of a selected knowledgebase for ITS, entries will be created to detail support documentation for this service catalog entry.
Change Procedures

Changes to the service (transition, additions, and discontinuations) must be reviewed by the Director of Technology Support Services, the Director of Reed Library and approved by the AVPIT/CIO and the Director of Reed Library.

Assigned Primary Support
Nick Nowakowski
Assigned Secondary Support
Luke Fountaine
RACI Chart

Name: Adding paper and toner to all Printers

Description: Designated Reed Library Faculty/Staff will be responsible for ordering needed paper from the ITS Service Center and putting the needed paper into the printers.

LevelResponsibleAccountableConsultedInformed 

Primary

Trained student employees

Randy Gadikian

Reed Library Faculty/Staff

Reed Library Student Users

Secondary

Mary Erick (Days)

Caldie Proper (Days)

Keith Shifflett (Evenings until 11:30:)

Randy Gadikian

Reed Library Faculty/Staff

Reed Library Student Users

Tertiary

Cindy Yochym,

Kevin Michki

Scott Richmond

Kerrie Wilkes

Randy Gadikian

Reed Library Faculty/Staff

Reed Library Student Users

Name: Clearing of paper jams.

Description: When paper jams occur, the ITS Service Center staff will clear paper jams.

LevelResponsibleAccountableConsultedInformed 

Primary

Trained student employees

Randy Gadikian

Reed Library Faculty/Staff

Reed Library Student Users

Secondary

Mary Erick (Days)

Caldie Proper (Days)

Keith Shifflett (Evenings until 11:30:)

Randy Gadikian

Reed Library Faculty/Staff

Reed Library Student Users

Tertiary

Cindy Yochym,

Kevin Michki

Scott Richmond

Kerrie Wilkes

Randy Gadikian

Reed Library Faculty/Staff

Reed Library Student Users

Name: Notifying the ITS Service Center when maintenance needs arise.

Description: Designated Reed Library Faculty/Staff will be responsible contacting the ITS Service Center when maintenance needs arise through using the information listed on this document.

Level

Responsible

Accountable

Consulted

Informed

Primary

Student Supervisors, (late evenings and all day on the weekends)

Keith Shifflett, Mary Erick

Randy Gadikian

Randy Gadikian

Denise Maze

Ed Blue

Gale VerHague

Luke Fountaine

Nick Nowakowski

T. John McCune

Tylor Cardone

Student Users

Secondary

Cindy Yochym,

Kevin Michki

Scott Richmond

Kerrie Wilkes

Rebecca   Kryzanowicz

Randy Gadikian

Randy Gadikian

Denise Maze

Ed Blue

Gale VerHague

Luke Fountaine

Nick Nowakowski

T. John McCune

Tylor Cardone

Student Users

Name: Applying Microsoft Group Policy, when needed, for enabling a new printer, or for taking a printer offline when maintenance is required.

Description: As printers are replaced or require maintenance, the ability to print to a specific printer will need to be changed on the windows workstations that are available for student use in Reed Library.

Level

Responsible

Accountable

Consulted

Informed

Primary

Scott Grien

Or Luke Fountaine

Fred Ullman

Luke Fountaine

Nick Nowakowski

Randy Gadikian

Reed Library Lab Coordinator

T. John McCune

Tylor Cardone

Luke Fountaine

Nick Nowakowski

Randy Gadikian

Reed Library Lab Coordinator

Steve Rieks

T. John McCune

Tylor Cardone

Secondary

Idalia Torres

Fred Ullman

Luke Fountaine

Nick Nowakowski

Randy Gadikian

Reed Library Lab Coordinator

T. John McCune

Tylor Cardone

Luke Fountaine

Nick Nowakowski

Randy Gadikian

Reed Library Lab Coordinator

Steve Rieks

T. John McCune

Tylor Cardone

Name: Applying Casper Policy, when needed, for enabling a new printer, or for taking a printer offline when maintenance is required.

Description: As printers are replaced or require maintenance, the ability to print to a specific printer will need to be changed on the Apple workstations that are available for student use in Reed Library.

Level

Responsible

Accountable

Consulted

Informed

Primary

Alex Moon

T. John McCune

Luke Fountaine

Nick Nowakowski

Randy Gadikian

Reed Library Lab Coordinator

T. John McCune

Tylor Cardone

Luke Fountaine

Nick Nowakowski

Randy Gadikian

Reed Library Lab Coordinator

Steve Rieks

T. John McCune

Tylor Cardone

Secondary

Dave Torres

T. John McCune

Luke Fountaine

Nick Nowakowski

Randy Gadikian

Reed Library Lab Coordinator

T. John McCune

Tylor Cardone

Luke Fountaine

Nick Nowakowski

Randy Gadikian

Reed Library Lab Coordinator

Steve Rieks

T. John McCune

Tylor Cardone

Name: Modifying network configurations, when needed, for enabling a new printer, or for taking a printer offline when maintenance is required.

Description: IP addresses will need to be configured in the printer VLAN require the assistance of the Data Communications team.

Level

Responsible

Accountable

Consulted

Informed

Primary

Bruce Wilger

Joe Baxter

Luke Fountaine

Nick Nowakowski

Randy Gadikian

Reed Library Lab Coordinator

T. John McCune

Tylor Cardone

Luke Fountaine

Nick Nowakowski

Randy Gadikian

Reed Library Lab Coordinator

Steve Rieks

T. John McCune

Tylor Cardone

Secondary

Joe Baxter

Steve Rieks

Luke Fountaine

Nick Nowakowski

Randy Gadikian

Reed Library Lab Coordinator

T. John McCune

Tylor Cardone

Luke Fountaine

Nick Nowakowski

Randy Gadikian

Reed Library Lab Coordinator

Steve Rieks

T. John McCune

Tylor Cardone

Name: Contacting and coordinating appropriate contractor should maintenance be required

Description: ITS will contact and coordinator maintenance to the installed printers.

Level

Responsible

Accountable

Consulted

Informed

Primary

Gale VerHague or ITS Service Center Person on Duty (POD) when Gale is unavailable or after 5:00 pm

Steve Rieks

Steve Rieks

Denise Maze

Ed Blue

Luke Fountaine

Nick Nowakowski

Randy Gadikian

Reed Library Lab Coordinator

Steve Rieks

T. John McCune

Tylor Cardone

Secondary

Tylor Cardone

T. John McCune

Steve Rieks

Denise Maze

Ed Blue

Luke Fountaine

Nick Nowakowski

Randy Gadikian

Reed Library Lab Coordinator

Steve Rieks

T. John McCune

Tylor Cardone

Tertiary

Denise Maze

T. John McCune

Steve Rieks

Denise Maze

Ed Blue

Luke Fountaine

Nick Nowakowski

Randy Gadikian

Reed Library Lab Coordinator

Steve Rieks

T. John McCune

Tylor Cardone

Quaternary

Ed Blue

T. John McCune

Steve Rieks

Denise Maze

Ed Blue

Luke Fountaine

Nick Nowakowski

Randy Gadikian

Reed Library Lab Coordinator

Steve Rieks

T. John McCune

Tylor Cardone

Name: Providing Training

Description: Reed Library Faculty/Staff and Student Employees will require training on use of the printers and how to load paper into the printers.

Level

Responsible

Accountable

Consulted

Informed

Primary

Nick Nowakowski

T. John McCune

Randy Gadikian

Reed Library Lab Coordinator

Randy Gadikian

Reed Library Lab Coordinator

T. John McCune

Tylor Cardone

Secondary

Luke Fountaine

T. John McCune

Randy Gadikian

Reed Library Lab Coordinator

Randy Gadikian

Reed Library Lab Coordinator

T. John McCune

Tylor Cardone

Tertiary

Ed Blue

T. John McCune

Randy Gadikian

Reed Library Lab Coordinator

Randy Gadikian

Reed Library Lab Coordinator

T. John McCune

Tylor Cardone

Name: Storage of Toner

Description: As part of the procurement with Usherwood, toner is included under maintenance.

LevelResponsibleAccountableConsultedInformed 

Primary

Caldie Proper


Mary Erick (Days)

Keith Shifflett (Evenings until 11:30:)

Randy Gadikian

Reed Library Faculty/Staff

Reed Library Student Users

Secondary

Cindy Yochym,

Kevin Michki

Scott Richmond

Kerrie Wilkes


Randy Gadikian

Reed Library Faculty/Staff

Reed Library Student Users

Date Last Modified

Nov 30, 2017


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