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Desktop Support
Service is for Faculty, Staff and Students
The CUMC IT Desktop Support team can provide advanced technical support services for almost any issue, both at deskside or via eSupport. Support for faculty and staff is fee based, while student support is provided for free as needed.

Service Description
Services provided can include:

  • Diagnosis and troubleshooting of almost any computer problem
  • Desktop and laptop hardware and software repair services
  • Installation and configuring of standard business applications
  • Configuring network access for computers and authorized systems
  • Removal of spyware and viruses
  • Quarterly computer system security checkups and updates
  • Patch and update management
  • Operating System installation and upgrades
  • New computer installation and configuration
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
The Service Desk will provide initial troubleshooting and diagnosis, then schedule an appointment with Desktop Support or contact a technician as needed.

Requesting the Service
If you would like to inquire about Desktop Support for a department or group that is not currently using the service, please click here to initiate an email request via the Remedy Service Desk ticketing system.
Anyone who requires Desktop Support and is already under contract or can provide an FAS account, please contact the Service Desk as described in Using the Service above.

Availability and Hours
Services are available during standard business hours:
  • Monday through Friday - 9am to 5pm

Cost
For the Fiscal Year 2010:
  • Desktop Support (minimum of 30 minutes) - $100.00 per hour
  • eSupport - $32 per session
  • Consulting Services - $120 per hour
  • Install Network/Local Printer - $175
  • Data Backup - $200 per 5GB
  • OS Upgrade (applications & 5 GB data migration) - $250
  • Data Migration (5 GB) - $175
  • Software Installation (basic) - $80
  • Virus/Spyware Removal - $210
  • PDA/Smartphone Setup & Configuration - $125
  • Patch Management - $80
  • Travel Costs - Expenses incurred
Related Services and Links
Technical Support - CUMC IT Service Desk

Owning Group
CUMC IT Desktop Support


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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