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Application Support Services
Service is for Faculty and Staff
CUMC IT Server Support offers Application Support services to clients for installing, managing, and maintaining home grown applications and vendor supported applications. Such services are provided by System Analysts who have proven expertise in administration and maintenance of web servers and database servers, and custom development in web technologies in CUMC domain.

Service Description
Standard Application Support services include:

  • Administration and maintenance of application servers
  • Administration of web servers like Apache and IIS
  • Database administration for databases such as MySQL, Oracle and Sybase
  • Custom development in SQL, Java and XML
  • Bug fixes and enhancements
  • Patches
  • Backups
  • Major and minor change requests
  • Upgrades
  • System testing
  • Project management oversight
Using the Service
For basic assistance or to report any issues please contact the CUMC IT Service Desk:
Phone extension 5-Help (212-305-4357), option 5
Email 5help@columbia.edu

Requesting the Service
Please click here to initiate an email request via the Remedy Service Desk ticketing system.

Availability and Hours
  • This service is available 7 days a week, 24 hours a day. Scheduled and emergency maintenance may require occasional downtime.
  • Technical Support is available during the CUMC IT Service Desk's hours of operation:
    • Monday through Friday - 7:30am to 7:30pm
    • Saturday - 9am to 5pm
    • Sunday - 10am to 6pm

Cost
Standard Application Support rate starts at $10,500.00 for 100 hours in a year. For clients who pre-pay a discount of 40% is offered. Additional support can be purchased in 50 hour slots at $3,150.00 per year. For more information on services and a rate estimate for your requirement, please contact Server Support (see contact information at the bottom of this page).

Related Services and Links
Server Support Group Home Page
Professional Server Services
Server Support Services
Shared Disk Space


Service Level Agreement
Severity Level Target Response Time Definition
Emergency Less than 30 minutes High-impact problem where business is continuing but is significantly impaired
High Less than 2 business hours Time-sensitive issues important to productivity or causing a significant customer concern
Normal Less than 8 business hours Issue that does not have significant current business impact.  For example; software installation or long-term request resolution that may require assistance from outside of CUMC
Low Less than 2 business days This is a request for new install and/or new access and/or an external hardware or software vendor is involved in resolution

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Last updated 12/15/2011

  
 
 
 
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