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Customer Responsibilities

ITCS Field Services works as a partnership with customer department employees. Here is a list of the responsibilities that make the departmental half of the bargain:

 

  • General Management of their own data, including backup and recovery of information stored on the hard drive of any PC managed by ITCS Field Services. [It is highly recommended not to use the hard drive for storage of data]. 
  • Submit Web Request to the UBIT Help Center regarding customer problems, incidents and service requests, providing an accurate description, and including any error messages 
  • Allow ITCS Field Services full access to managed equipment (physical and logical) 
  • Adhere to all UB Information Technology Policies 
  • Encryption of PII and other sensitive data 
  • Train employees and student assistants in the proper use of personal productivity and business applications 
  • Maintaining a spare inventory of standard equipment (for emergency replacement as needed)
  • Maintaining appropriate service contracts for all computing, scanning and printing equipment
  • Maintaining software maintenance and support contracts for department specific software
  • Replacement of hardware within the recommended replacement cycle. [ITCS Field Services – reserves the right to deny support services for obsolete hardware and software]
  • Acquire and replace consumable items as necessary
    • This includes ink, toner, paper, batteries, etc.

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