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Appendix III – Service Request Estimates (Not Break/Fix)<br />
The following time estimates are average time to complete this type of<br />
work. Actual times may vary due to workload volume and peak operating<br />
periods. (e.g., September, October and January)<br />
Service Request Type Example/Comments<br />
Accounts – Staff - Email, Banner, <strong>BCIT</strong> Reporting, TM1<br />
- Disk space expansion<br />
Accounts - Student - Student Network<br />
- my<strong>BCIT</strong><br />
Accounts – Guest and<br />
Generic<br />
Network: wired and wireless<br />
Appendix III – Service Request Estimates<br />
Version 5.0 – Effective June 30, 2012 135<br />
Time to Complete<br />
5 business days<br />
3 business days<br />
Automatically created<br />
5 business days<br />
Network File Recovery Depending on complexity 2 – 3 business day<br />
Administrative Images New Images<br />
Updated Image<br />
Academic Images<br />
Add new software to Fall Term<br />
base image:<br />
Winter Term<br />
Spring Term<br />
4 weeks<br />
2 weeks<br />
Dates are listed in the<br />
Knowledge Base article<br />
Departmental lab New Images<br />
To be determined on a case by<br />
images<br />
Updated Images<br />
case basis<br />
AppsAnywhere New Software Published 2 weeks<br />
New Office PC setup 2 weeks<br />
Peripheral<br />
troubleshooting/advice<br />
USB devices 2 weeks<br />
New Printer setup Network Printer 2 weeks<br />
New Lab setup 6 months lead time<br />
New Server setup To be determined on a case by<br />
case basis<br />
Computer/Peripheral moves Disconnect and reconnect only<br />
Scheduling based on staff availability<br />
2 weeks lead time<br />
Network drops Activate existing drop 3 working day<br />
General Telecom 2 weeks<br />
Mobility device setup Blackberry devices<br />
Cell Phones<br />
5 working days<br />
3 working days<br />
Static IP Address 5 working days