IST Site Navigation:
a. automatic renewals,
b. default COA,
c. new subscription forms,
d. one COA per machine,
e. subscription stickers2. Changes in Service:
a. removal of hourly subscription,
b. special hourly services
i. smartphone,
ii. os x server,
c. hardware support
Contract groups will be receiving more detailed information regarding this, including your currently subscribed list, next week.
a. Automatic Renewals: That’s right! Once a machine is subscribed to DOCS, we will continue billing for that machine on a monthly basis until you tell not to. This process aligns DOCS services with other IST monthly services In the near future, DOCS will send department contacts the current inventory that we have on file for your review. Please submit a subscription form only if you need to terminate service, start service for a new machine, and/or need to change a COA. Please return these forms electronically to docs@berkeley.edu.
b. Default COA: We are asking each contract group to submit a chartstring to be used for all replacements and new machines for the next fiscal year. Umbrella research organizations may submit one COA for each subgroup. This allows us to accept email requests to execute changes in your subscription list. Less paper, less hassle, less waste.
c. New Excel Subscription Forms: One of the features of our new web site is an excel subscription form. The direct link is: http://ist.berkeley.edu/files/DOCSsubscription_0.xls. With a chartstring on file, we can now accept this form electronically. We've also made it an excel file so you don't have to look for a typewriter to fill it out. The only time we'd need a print out if is the chartstring/COA is different from the default one on file.
d. One COA per machine: Previously we allowed clients to give us more than one chartstring per machine. In order to simplify our billing process, we request that you provide only one chartstring per machine. However, you may use different chartstrings for different computers within your group.
e. Subscription Stickers: Over the past year we applied DOCS stickers to some of your computers. These stickers help us to immediately identify subscribed machines. You will receive new DOCS subscription stickers in August. Please adhere the stickers to subscribed equipment following the instructions provided in that mailing. Improperly labeled machines may result in delays in service.
a. Removal of Hourly Subscription: We recently piloted an hourly subscription program that a few clients tried it out over the past year. Unfortunately, the service doesn’t fit into our current business model and service structure at this time. Because of this are ending the hourly subscription service. However, we continue to keep in mind the needs of our clients, and will continue to explore service models that address those needs. Previously subscribed clients may still request this service on an emergency basis. The DOCS team will evaluate these requests on a case by case basis.
b. Special Hourly Services: Look out for upcoming announcements on a couple new hourly services including Smartphones and Mac OS X support.
i. The DOCS team has been involved with the various IST groups providing smartphone/pda support. We are working on a pilot project to supplement and enhance smartphone/pda these groups currently provide. While we have assisted users on Smartphones/PDAs in the past, it has not been formally supported in DOCS. This pilot project would formalize and define how and what smartphones/pdas will be supported in DOCS.
ii. Mac OS X Server Support – DOCS subscribers will receive the benefit of this directly at no additional fee. This pilot is to extend to campus the availability of our Apple OS X Server Support agreement. This agreement gives us greater access to Apple engineers in regards to your trickiest OS X Server issues.
c. Hardware Support: As part of a continued effort to streamline processes and improve customer service DOCS and Campus Computer Repair and Support (CCRS), now called DOCS Hardware Support combined in February 2008. As we move forward with the merger of these groups we hope to provide increased access to all of our services.
a. Welcoming new faces: We'd like to introduce you to Karl Gavero, Mike Carver, Rosie Gabriel and Jae Calanog.
Karl comes to us from the Wireless/Cellular group on campus. We're glad to bring his extensive customer service experience to the group.
Mike Carver and Rosie Gabriel are not new to campus as they've been a part of CCRS for many years. Mike is often known for his Macintosh hardware repair but he also handles warranty repair for Dell and Lenovo. In the first quarter of 2008, Mike received a prestigious award for making Hardware Support one of the top 5% Apple warranty service shops in North America. He received the award for his quick and consistent turnover rate.
[At this writing, we are actually now saying farewell to Mike Carver, as he takes his life to the great Northwest. He will sorely be missed and we wish him the best of luck! We will be having a going away party for Mike on August 1, 2008.]
Rosie has been on the campus for many years and also works half time with one of IST/Client Services other units, Technology Acquisition and Sales, the group that oversees The Scholar's Workstation and other groups.
Jae Calanog is with us 50% time from the IST/Service Desk, where he handles hostmaster and other requests. Jae has been lending the Mac Team a hand and will be learning some hardware repair as well.
b. DOCS Manager: Michelle Bautista continues to serve as Acting Manager for DOCS. The manager position has been posted for recruitment. In the upcoming weeks we will receive résumés and hope to complete this process by early September.
Stay tuned for more information! If you have any questions, please contact docs@berkeley.edu.