Points of Contact | CSCF

CSCF users (faculty, staff, students) have specific points of contact within CSCF through whom they may obtain technical support. Points of contact are assigned for specific support demands such as courses and research labs, as necessary. Users should be able to turn directly to their points of contact whenever they need technical support. Users may have several points of contact. For example, a faculty member might have one point of contact for their desktop equipment, one for their research lab, and one for the particular course they are teaching. However, there should not be too many.

Who is My Point of Contact?

If you are teaching or helping to teach a course, please consult the course points of contact page.

If you are a researcher (faculty, graduate student or research visitor), please consult the RSG points of contact page.

For all other members of the school (faculty, staff and students), please consult the TOP points of contact page

Anyone else (e.g. someone outside the School requesting CSCF-managed resources for a workshop) or if you're not sure who your point of contact is, feel free to talk to the CSCF Help Desk, and they'll assist you.

What is the Role of the Point of Contact?

The role of your point of contact is to work in person with you to understand and resolve your computing problems. Sometimes, the point of contact will be able to resolve problems personally. Other times, they may direct requests to other appropriate staff within CSCF. Your point of contact can also assist you with planning, so that potential problems can be avoided.

You may communicate with your PoC by whichever method works best for you — call them on the telephone, send email, or drop by their office. They will get back to you as quickly as possible to acknowledge your request and, if necessary, to collect further details. They will track their work and time in our tracking system — you will not be required to submit requests electronically.

Your point of contact should:

Managing jobs means establishing feasible deadlines for jobs (where appropriate), keeping you informed about job progress, ensuring that deadlines do not slip silently, and understanding and honoring your priorities in case you have several jobs outstanding.

While you are welcome to look at our internal work tracking system, you're encouraged to ask your point of contact for details about the work being done. Be warned that the information in the tracking system isn't intended to be easy for you to read, it's a tool for support staff.

Who Manages the Points of Contact?

The manager of the Teaching and Operations Group oversees and coordinates all non-research points of contact. The manager of the Research Support Group oversees and coordinates all research points of contact.

Service Level Expectations

We don't want to make promises that we can't keep, however there are some fundamental expectations that should be satisfied for all.

Should we fail with any of these, please let CSCF management, or the Director of CSCF (currently Ken Salem) know, who will provide the required response in no more than four business hours.

You will receive a response to (any form of) communication with CSCF by the end of the next business day.

We'll try to make relevant comments, however if we've not been able to work on the request by then, the response may simply be an acknowledgement so that you'll know that the message was received.

Time Estimate
You may request an estimate of when requested work will be completed; the estimate will be provided at most two business days after the request.

It will be as accurate as we can estimate, with accuracy decreasing as the work backlog increases, and depending upon how much of the work has to be completed by other than CSCF. So in some cases we might be able to say no more than that there is a large enough work backlog that we can't really predict when new work can be completed.

Time Share
The research support group works on the basis of subscribed time. Thus, it promises to spend at least the subscribed amount of time for each subscription (a group or a person) during the course of a year, provided that sufficient work has been requested. That doesn't preclude spending more time, should it be available.

Campaign Waterloo

David R. Cheriton School of Computer Science
University of Waterloo
Waterloo, Ontario, Canada N2L 3G1

Tel: 519-888-4567 x33293
Fax: 519-885-1208

Contact | Feedback: cs-webmaster@cs.uwaterloo.ca | David R. Cheriton School of Computer Science | Faculty of Mathematics

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