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.
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Eligibility |
Faculty, staff, students and guests are eligible for this service
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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)
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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.
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Service Line |
Systems and Networks
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Features
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- 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.
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Owner |
Kyra Zollman
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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.
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VP Customer |
Vice President of Finance and Administration
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Delivery Channels |
- Completed work requests
- Completed and resolved requests and incidents escalated from the IT Service Center
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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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