Name: Hardware repair of faulty microcomputers and printers in CIT clusters and Dormnet printing sites

Applicable charges: Charges are covered by CIT unless deliberate vandalism or the equivalent is identified as the cause, in which case normal hardware time/labor charges will be presented to the perpetrator(s).

Hours of service: Normal business hours, except for key printers during crucial academic deadline periods, for which emergency call-out occurs.

Eligible customers: Students

Requests for service and problem reports go to the CIT Help Desk.

Performance standards: Response to reports of cluster equipment or Dormnet printer problems affecting groups of individuals during normal business hours will be addressed within 2 business hours 100% of the time

Outside normal business hours, service goals are set at response between 2 to 6 hours (excepting University holidays, when best effort is the goal) depending upon the criticality of the situation and proximity to important academic deadlines

Response to isolated cluster equipment failures is during normal business hours only and will occur by end of next business day, except during the period from August 1 through November 30, when the wait can grow to as long as 5 business days.

Measures of success: Uptime for systems and printers vs. down time; Interval for response to reported problem

FTEs: 3.3

Keywords: cluster printer, Dormnet printer, cluster computer, cluster system