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Service Name

IT Business Services – Alumni and Development

Description

This service provides for accurate and reliable processing of Alumni/Development transactions.

Eligibility

Access must be approved by Vice President for Development

How to Request Service

Contact the IT Service Center (864.294.3277 or service.center@furman.edu)

Availability

The Alumni/Development system is available 24 X 7 X 365 except during planned maintenance and upgrades.

Charges

There are no charges for this service.

Service Line

Shared/Department Software Support

Features

  • Create ad-hoc reports as requested
  • Research trouble calls as needed until resolved
  • Contact the vendor as needed
  • Install updates as provided by the vendor
  • Assist in the set-up and implementation of new features
  • Develop programs to enhance the Alumni/Development functionality as prioritized by the Administrative Systems Advisory Committee

Owner

George Leventis

Pre-requisites

  • Functioning infrastructure, network, servers, SQL Server, and user interface
  • Person reporting problem provides sufficient data to research the problem

VP Customer

Vice President for Development

Delivery Channels

  • Completed work requests
  • Consulting support

Service Targets

  • Complete 95% of ad-hoc reports within 1 day from when work request was submitted
  • Resolve 90% of trouble calls within 5 hours from when notified of problem or escalated to vendor within that time
  • Complete 95% of update installations no later than one month of update release
  • Complete 95% of set-up and implementation of new features at most three months from time user and owner agree feature desired
  • Complete 90% of program development within 3 months from when an agreement is reached between the requester and owner as to the scope of the project
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