SUBJECT: Maintenance, Computer, Telephone Support

POLICY #: ADMN 500

AUTHORIZED BY: Associate Dean for Administrative and Financial Services 05/26/02

APPROVED BY: Dean of the University 05/26/02

I. POLICY

In an effort to provide more effective use of the limited resources in maintenance personnel and computer personnel on this campus, the following procedures will apply:

II. PROCEDURE - Maintenance Department Personnel

A. If a problem needs immediate attention, please notify the switchboard operator. The operator will notify the Superintendent of Buildings and Grounds by radio. Examples of an immediate need include: a malfunctioning heating or air conditioning unit, water leaks, electrical outages, or an existence of a safety or health or security hazard or threat.

B. If the need is not immediate, please use the e:mail system to notify the Superintendent of Buildings and Grounds. Examples might include furniture or equipment to be moved, special setups for events, and minor repairs to equipment. Please send your request in advance (a week is preferred) to the Superintendent of Buildings and Grounds. If you believe your request should be explained or the instructions amplified by talking to someone in maintenance, please so state in your request and you will be contacted prior to the work date.

III. PROCEDURE - Computer Services Division Personnel

A. If a problem needs immediate attention, please notify the switchboard operator. The operator will notify the Director of Computer Services and Communications by radio. Examples might include phone outages, and network communications loss.

B. If the need is not immediate, please use the e:mail system to notify the Director of Computer Services. Please send your request in to the Director of Computer Services. If you believe your request should be explained or the instructions amplified by talking to someone in CSD, please so state in your request and you will be contacted prior to the work date.

C. CSD will perform work requests based on the following priority assignments:

1. Priority 1 includes:

a. USC Sumter/Columbia communications failure (voice and/or data)
b. Failure or malfunction of any device in the main computer room
c. Research web server failure

2. Priority 2 includes:

a. Area network access failure (ie: Admin building users unable to access network)
b. Student labs (see Priority 3 listing for exception)
c. Installation of new individual telephone set (not an upgrade)
d. Individual voice communications failure/malfunction

3. Priority 3 includes:

a. Upgrade of network cabling within a building
b. Installation of new user workstation (not an upgrade)
c. User workstation complete failure
d. User workstation network access failure
e. Student lab workstation failure in a lab with more that 10 machines

4. Priority 4 includes:

a. User workstation software installation/upgrade
b. Planned user workstation upgrade/replacement
c. Installation of non-standard workstation hardware (zip drive, CD-RW drive, etc.)

5. Priority 5 includes:

a. Workstations that require maintenance due to antivirus software not being kept current
b. Workstations that have unapproved/unsupported software or hardware installed

6. Priority of work requests not listed in the above listing will be assigned by the Director of CSD at the time of the request, using the above listing as a guide.

7. For a list of supported software, call or email the Director of Computer Services with the request.

Reference USC policy:

DLIS 1.50 Computer Related Hardware Maintenance & Desktip (Workstation) Support Conflicts

IT 2.12 Telephone Work Requests - Moves and Changes