Service Name
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IT Business Services - Accounts Receivable
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| Description |
This service offers support and trouble-shooting for all aspects of the Accounts Receivable function of the University's Datatel Colleague system.
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Service Line
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Shared/Department Software Support
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| Features |
- Create ad-hoc reports as requested
- Research trouble call as needed until resolved; contact the vendor as needed
- Install updates as provided by the vendor
- Assist in the set-up and installation of new features
- Assist vendor in the trouble shooting as it relates to check printing
- Develop programs to enhance the Accounts Receivable functionality as prioritized by the Administrative Systems Advisory Committee
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| Service Administrator (owner) |
Jim Keller
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| VP Customer |
VP for Business Affairs |
| Availability |
The Accounts Receivable system is available 24 x 7 except during planned maintenance and upgrades |
| Support |
- Support is provided M-F 8:30 am - 5:00 pm, except for campus holidays and shutdowns.
- Trouble calls and programming requests should be made to the IT Service Center at 864-294-3277 or email help.desk@furman.edu
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| Initiated |
- Approved work requests
- Trouble calls from the IT Service Center
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| Charges |
None |
| Delivery channels |
- Completed work requests
- Consulting support
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| Prerequisites |
- Functioning infrastructure, network, servers, Unidata, and user interface
- Person reporting problem provides sufficient data to research the problem
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Key Service Targets
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- 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 90% 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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