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Service Name

Account Services - NetID Support

Description

This service provides customer assistance and process support for NetID and email account provisioning, password resets, and de-provisioning. 

Eligibility

Faculty, staff, students and guests are eligible for this service

How to Request Service

  • Approved work requests
  • Requests and incidents escalated from the IT Service Center
  • Batch requests (new students, graduating seniors) initiated internally.
  • Individual requests contact the IT Service Center (864.294.3277 or service.center@furman.edu)

Availability

Business Standard - Service availability target is Monday- Friday 8:30 am. – 5:00 p.m.  No on-call engineer support provided.  Support Service is Next Business Day.  Full Support Center Service request schedule is available.

Charges

There are no charges for this service.

Service Line

Systems and Networks

Features

  • Completes account provisioning process for NetID accounts and directory information, according to established processes and procedures; Completes provisioning process for email accounts. 
  • Completes special account requests not spawned from ERP according to established processes and procedures.
  • De-provisions special NetID accounts according to established procedures
  • Coordinates creation and distribution of account information for newly provisioned accounts.
  • Provides electronic account support for escalated incidents and requests that cannot be resolved by the IT Service Center.

Owner

Kyra Zollman 

Pre-requisites

  • Faculty and staff must be entered into our records system by Human Resources before accounts can be created.
  • Students must be entered into our records system by the appropriate department before accounts can be created.
  • Notification must be received from Human Resources for faculty and staff or The Registrar’s Office for students before electronic accounts are removed.

VP Customer

Vice President of Finance and Administration

Delivery Channels

  • Completed work requests
  • Completed and resolved requests and incidents escalated from the IT Service Center

Service Targets

  • 90% of accounts will have the provisioning process completed within two business days of receiving the batch scripts.
  • 90% of special NetID accounts created within two business days of being entered into the records system
  • 90% of employee and guest accounts de-provisioned within one business day of receiving notification
  • 90% of student accounts will be de-provisioned within thirty days of withdrawal or graduation
  • 90% of escalated support calls addressed within two business days
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