The details of the SHASS IT Support Model are as follows:
I) SUPPORT BLOCKS
Each area has been assigned a single support block (morning or afternoon) where Dan or I will come on site to work on any and all IT problems.
The assigned support block schedule is as follows:
SHASS Mon Tues Weds Thurs Fri
------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
AM WGS FLL Anthro STS Emergencies
PM Emergencies LIT MTA History Reserved
A. In general, we aim to show up between 8:30am and 9am for morning slots (traffic and public transportation dependent) and between 1 and 1:30pm for afternoon slots. Morning blocks end at noon and afternoon blocks end at 4:30pm. We still have paperwork and client follow ups to complete end of day.
B. Dan and I are experienced professionals and we work very quickly and efficiently so with the exception of virus infections and computer setups it rarely takes us the entire time block to address, resolve, or forward issues along to IS&T for further investigation. We will follow up with clients or IS&T for more complicated standing issues.
C. During short weeks where sections may be closed and students and staff are on vacation like the week between Christmas and New Years, support blocks will be suspended as we go to an on call model. All requests for support during this time can be emailed directly to us.
II) IT LIAISONS
It will be the job of the section LIAISON to track requests for IT assistance in their sections and prioritize them for us when we get onsite. You know your people better than we do, so if there's a support issue that's more important, please let us know so we can assist those users first. So far we’ve been able to address, forward to IS&T, and/or resolve ALL tech issues that the liaisons have brought to our attention.
a) In order to maintain quality of service and fast response times, all REQUESTS FOR APPOINTMENTS must go to the section's IT liaison for processing. The Liaison will then send an email to the shass-tech RT ticket system to request an appointment and we will get back to them to schedule.
b) Faculty members CAN email us directly if it’s a simple question. (eg. Is this spam, what do you recommend for X, is this service legitimate, have you had any experience with this program, etc)
c) As a best practice, complicated questions and issues (like email or calendaring not working all the time) should be handled in appointments anyway and should be directed the Section Liaisons for scheduling.
d) The LIMITS of our support coverage are with MIT owned machines on campus. This is a practical limit. There are 2 of us and we support 7 sections in the school as well as the Dean's Office. We simply don’t have the resources to support all home networks, peripherals, and/or personal machines and devices. HOWEVER, time permitting, we are happy to TRY to answer any questions users may experience at home with MIT work machines. BUT for more complicated issues we have to see the machine. This is best accomplished by bringing in the machine to MIT. On a very special limited case by case basis if the users can work with us and users can’t bring in a machine, we can attempt to work with a relative off campus while the user is on campus with us so we can convey instructions to them and they to us to try to troubleshoot the issue.
e) With few exceptions we will NOT troubleshoot complicated issues over email. Due to differences in vernacular and terminology we have found that 90% of the time it leads to a frustrating experience for everyone involved.
III) ONSITE APPOINTMENTS
There are 3 situations where out-of-cycle onsite appointments can be scheduled: (please carefully note the specifics)
A) EXCHANGE EMAIL transition onsite setup requests should continue to be sent to shass-tech@mit.edu. Exchange migrations are a special project that we schedule outside of each section's normal support time. We will schedule the Exchange onsites as necessary. If you have any questions about moving to Exchange from the failing IMAP servers, please don't hesitate to email us. Remember that the old IMAP email servers are scheduled to be removed from service at the end of 2013. These IMAP email servers are failing and have been losing emails, in some cases entire accounts, so the sooner you get off of this legacy email system, the better for everyone.
B) ALL EMERGENCY REQUESTS should continue to be sent to shass-tech@mit.edu. We definitely don't want to make anyone wait a full week before getting help for an emergency. Keep in mind that we may not be available right away but we will respond as quickly as possible. How soon we can assist will depend on our availability. Generally, we were able to assist users with their emergencies on the same day 80% of the time. This may change during busier times of the academic year but worse comes to worse each section will never have to wait more than 7 days for support.
b1) Our goal is to respond to appointment requests within 4 WORKING HOURS of receipt of the request email. So if you send a request and we receive it at 3pm on Friday, we aim to have a response to you by no later than the following Monday at 10am, unless Monday is holiday. In that situation we aim to have a response to you by Tuesday at 10am.
b2) We must receive your request for EMERGENCY help by no later than 3pm on any given day to have any chance of us being able to help you the SAME day. If we don’t see your request until after 3pm, it is extremely unlikely there will be time for us to see it, respond to it, get to you, and attempt to resolve the issue.
b3) An EMERGENCY is defined as any event that involves an impending deadline (1 week or less) coming up and someone being unable to do their job because their computer equipment isn't working. If there is no impending deadline involved, it's not an emergency.
b4) Examples of things that ARE emergencies:
i. Email or calendaring on your computer not working since you can't communicate electronically to do your job.
ii. MS Office not working when you have an Excel report due in a week.
iii. A virus or malware infection on your computer is always an emergency.
iv. A NEW COMPUTER SETUP is always considered emergency status since either the new user has no computer or the old machine is out of date and needs to be replaced at the earliest convenience of the user. Please remember when you request appointments for new computer set ups that we will need a full morning block or afternoon block to complete the work. During that time you will not be able to use your computer. Please plan accordingly.
v. A BACKUP DRIVE or TSM is not working is considered an emergency since we need to make sure your data is safe.
b5) Examples of things that ARE NOT considered emergencies:
i. If one of the printers you print to stops working but you can still print to another printer.
ii. Office not working and the due date is 3 weeks away.
iii. Consultations for new equipment purchases for new employees who won’t be starting for 2 weeks.
b6) If you’re not sure, please ask. It’s always OK to ask.
C) SPECIAL PROJECTS that require a lot of manpower signed off on by Albert and the Dean's Office. Examples of this include mass deployments or upgrades of new machines or mass wiping of old machines.
IV) ALTERNATING COVERAGE
Dan and I will be alternating morning and afternoon coverage on a weekly basis. We will continue alternating morning and afternoon coverage week after week.
V) QUESTIONS
It is ALWAYS OK to email QUESTIONS to us. If you're not sure whether something can wait, email us. If you have a question about a problem that you think you can resolve yourself, definitely email us if you're not sure or you need advice. Questions are always welcome and we firmly believe from practice that educated users are the best users. Never be afraid to ask questions. There are no dumb questions.
VI) All APPOINTMENT requests MUST go through the area LIAISONS
Liaisons will send a request ticket to shass-tech@mit.edu . This is done to ensure that requests don’t get missed or lost and everyone is in the loop.
VII) EXAMPLES
Some examples of the time it takes to perform tasks:
a) New machine setups are 3-3.5 hours. Length will depend on how much data the user has. As a general practice these will take up the whole morning or afternoon support block.
b) Virus/malware mitigation is the full 3.5 hours and we may need to take the machine away if the infection is really bad.
c) Troubleshooting odd behaviors on computers including missing emails I would say 1 hour. This is not to say the problem will be resolved in an hour but we can usually figure out what the problem is and contact the right people at IS&T to see if the emails can be recovered.
d) TSM backup setups are about 1 hour.
e) Apple Time Machine backups about 15 minutes.
f) General questions and advice about computer purchases should be easily doable in 30 minutes.
g) Networking problems I would schedule 30 minutes with the user.
h) If a computer isn't running right and you want us to take a look at it I would say give us 2 hours to run some tests.
i) Setting up a printer, 30 minutes-1 hour depending on the size of the printer and office. This includes having to unpack, untape, and install all the components and settings of the printer and add it on people’s computers.
j) Setting up a user in Exchange email (on average), 1-2 hours. This will be longer the more emails you have.
k) Office installs, you should always plan 2 hours.
l) For most small pieces of software like Filemaker, 1 hour should be enough.
m) If the software to be installed is the Adobe CS Suite, 3.5 hours is required.
Please definitely let us know if anyone has any questions or concerns.