Technology Models

Hardware and Software Product Support Model

PURPOSE

To provide a model that outlines the key components of VCCS customer support services.

SCOPE

This model covers the organizational elements, responsibilities, and a general procedure required to support all hardware and software products.

APPLICABILITY

This model is applicable to all hardware and software products certified for support by the local college and the VCCS customer service support organizations.

DEFINITION

Defines a minimum set of expectations for the customer services support functions.

MODEL

Each college has completed an evaluation of the local campus requirements and identified an organization approach in their planning efforts. This model provides the essential framework to assist the college in establishing a customer services support function that best represent the needs of their customers. This document should be reviewed as necessary to reflect changes in technology and customer requirements.

Customers:

All customers are expected to provide the first level of problem determination by reviewing a short list of general points or a detailed checklist provided by the college ITS customer service function. The checklist should contain a very basic list of items that the user can easily verify before reporting the problem to the campus customer service center. The checklist should be constructed in a manner that will assist the user in collecting the information that is required for escalating the request to the next level.

Colleges may also elect to provide advanced training for selective users who will be able to serve as the initial point of contact for “how to” questions and also provide low levels of technical assistance to other staff members before escalating the request. All problems, “how to” questions, and requests for technical assistance that can not be resolved by the customer are reported to the college customer service function.

College Customer Service Function:

Each college should establish a formal customer service support function. The staffing and organization of this service must be determined by each college based on available resources and the services they wish to support. This function, when established, will serve as the single point of contact for all campus users requiring assistance with hardware and software products. The customer support function can also serve as a focal point for 2nd level problem determination, product support, and technical consulting services. It is important that all personnel assigned to support this function have the necessary background, training, and related resources to respond to requests involving hardware and software products supported on the campus. If a problem or request for service cannot be satisfied at this level, or additional support is required, then the request can be escalated to the customer service organization staffed by the VCCS Utility. The college will also have the option of having the VCCS Utility provide “some” or “all” of these services based on the individual needs of each location.

VCCS Customer Service Organization:

A customer service organization will be established by the Utility to provide systemwide support and assist the colleges with problem determination, “how to” questions, and technical consulting services. If the required service cannot be provided at this level, the staff will have access to a wide range of resources including OEMs, software suppliers, telecom companies, and professional consulting services.

VCCS Hardware/Software Supply Centers:

Supply centers will be established and strategically located throughout the Commonwealth to provide a supply of spare parts and software products within a reasonable driving distance of every college campus. Any authorized personnel may request parts or software from the centers when normal distribution from the vendors is not an acceptable alternative. Supply center staff will distribute replacement parts and software, and ensure that stocks are replenished using vendor supplied maintenance contracts.

Support Requirements:

Level 1 - Customer:

1. Completes basic research using available resources.
2. Escalates all unresolved problems and requests for assistance to the local customer service function.

Level 2 - College Customer Service Organization:

1. Records information for tracking and customer feedback.
2. Determines the specific support required and provides appropriate resources, if available.
3. Provides continuing status to customer until request is completed.
4. Escalates all unresolved problems and requests for assistance to the VCCS Customer Service Organization or to a vendor, if appropriate.
5. Provides final resolution to customer.

Level 3 - VCCS Customer Service Organization:

1. Records information for tracking and customer feedback.
2. Determines specific support requirements and provides appropriate resources, if available.
3. Initiates requests for external support if requests cannot be completed using available resources.
4. Provides continuing status to the college customer service contact until request is completed.

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