Management Information Systems Support Policy
Purpose
To provide support services within a structured framework that enables MIS to respond to computing issues in a timely and efficient manner.
Policy
This policy establishes guidelines for a consistent means of providing support/service and managing any computing issues reported by the community MIS serves. The goal of this policy is to minimize the possibility of computer downtime and inconvenience to the customer. Services will be provided to primary customers (which are Auxiliary full time, part time and student employees), secondary customers ( those with a service contract with MIS), and then other related groups or individuals as determined by the Auxiliaries Executive Director.
Guidelines
A. Direct all support questions or problems (including training requests) to the help desk (ext. 0820). It is assumed that most issues will be reported via telephone, however they may also be reported in-person or via written memo to MIS Help Desk @ MS OF33 or faxed to 278-0993. If necessary, the support request will be escalated to a member of the technical staff. Customers are asked not to contact the technical staff directly. It is not our intention to make the technical staff unavailable or unreachable but rather to utilize their time in a more efficient and productive manner, allowing them to work on complex and time-consuming problems and projects.
B. Direct all projects and purchase requests to the MIS Director via email at theresae@csufresno.edu. Projects are defined as proposed plans resulting in changes to or installation of hardware and/or software. This includes but is not limited to changes affecting functionality, configuration, security issues and compatibility with computing systems and standards.
C. Direct all website updates and additions to the Auxiliary webmaster at brenthansen@csufresno.edu. The webmaster will evaluate and implement proposed changes and contact the appropriate technical staff for final update.
