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Page Last Modified: Nov 28, 2017


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Service

Residence Life and University Police University Owned Printer Support

Service Manager
Ben Hartung, Manager of Residential Technology and Security Systems
Department

Contact
McGinnies Hall Rm 154 ResNet Office, (716) 673-3668, resnet@fredonia.edu
Service Owner
AVP/CIO - Stephen Rieks
Description

The University Owned Printer Support service is the installation, configuration and troubleshooting of the university owned and operated printers. This includes standalone and networked black/white and color laser jet printers.

Service Users

Faculty, Staff and Students

User Services
  • Procurement & Property Control: Facilitating departmental requests for quotes, NYS contract procurement, property control tagging and inventory reconciliation.

  • Installation: installation, setup and testing of computing software.

  • Troubleshooting: in accordance with the system warranty facilitating the diagnosis of the issues and problem resolution.

  • Toner Replacement: replacing and servicing toner for printers.

Business Services
n/a
Technical Services
  • End User Documentation: development and management of web content policies and procedures.

  • Installation & Setup: installing, configuring and testing printers.

  • Prime & IP Assignment: manage Prime printer group MAC addresses and ensure static IP address assignment.

Requirements

The requirements for using this service included the following:

  • current faculty, staff, or student employee with an eServices account

Rates / Cost of Use
  • There are licensing, support staff and maintenance costs associated with this service which are covered by the Tech Fee and Housing fee.

Getting Started

FredQuest - ITS Incident Management System

Availability
  • Hours: Monday - Friday 8:30am - 5:00pm

  • Summer: Monday - Friday 8:00 am - 4:00 pm

  • Emergencies - 24/7 based on the availability of support staff

Getting Help
SLA Notes
  • Users with emergency Computing Hardware Support issues can expect a response within 4 hours and should expect a resolution within 48 business hours of entering a ticket.

  • Change or new installation requests can expect a response within 36 hours and the resolution will depend on the scope of the request.

Business Procedures
n/a
Change Procedures

Changes to the service (transition, additions, and discontinuations) must be reviewed by TAC and approved by the Service Manager (CIO) and Cabinet. Changes to the configurations, software, hardware or business procedures are reviewed monthly by the campus Security Systems Team. Users are notified via email and phone calls of changes.

Assigned Primary Support

Assigned Secondary Support

RACI Chart

Name: University Owned Printer Support

Description: see above

LevelResponsibleAccountableConsultedInformed 

Primary

Mark Mackey

Ben Hartung

ITS Service Center

Users

Secondary

Ben Hartung

CIO

ITS Service Center

Users

Tertiary





Date Last Modified

Nov 28, 2017


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