Office of Information Technology Services
Network Services / Unified Communications
Email Restore Services / Support Order Authorization
Requestor Name / Remedy SR# (Internal Use)Requesting Agency / Date Submitted
Requestor Contact Information / Phone:
Street Address:
City/State:
Email address: / Date Required
Mail Service Center or Means of PST Delivery / Bill Code:
Time and Cost formulas
Each request is calculated into two-week work “units” in order to fulfill the requests and provide costing information and quotes. One “unit” is defined as a two-week period of data for a single user.
Turnaround Timeframe Formula: (# Days/Unit * # Units) = Turnaround Time
Costing Formula: (# Users * # Weeks / 2) * $190.00 = Restore Cost
Restore Request Details (To be filled in by Requestor)
Full Name / Email Address / NCID (if available) / Date Range
Request Type (Required)
1. Legal Request and other external audits (open litigation or court proceeding)
2. Media Request (news, press or non-government constituents)
3. Internal Audit (human resources, finance, etc…)
4. Archival Copy (retired employee, position change)
Notes (special handling instructions)
Turnaround Time and Cost Quote (To be filled in by ITS)
Turnaround Timeframe Formula:(# Days/Unit * # Units) = Turnaround Time
Days x Units / Estimated Date
Costing Formula: (# Users * # Weeks / 2) * $190.00 = Restore Cost
Users x Weeks / 2 * $190.00 / Cost Quote
Customer acknowledges they have read and understand the terms and provisions in the Email Restore Service Definition documentand accepts the terms and conditions as indicated.
Budget Approval Authorized Signature (Mandatory): Date
Sign and Email (preferably) to .
Alternatively Fax form to 919-850-2827
ESRMO Approval (ITS Internal Use Only)
Approved Rejected
Approved with Changes Deferred
Approver Name:
Comments:
High level Process
The following is a list of responsibilities for each identified participant as it relates to the Unified Communications Email Restore Process.
Process Inputs
- Customer submits a Remedy Service Request.
Customer and ITS High level Steps to Process Email Restore request
- Customer submits Remedy Service Request
- Customer enters data into estimator to get time and cost estimate(optional)
- Customer fills out Email restore request form and sends form to ITS
- ITS reviews form and develops a turnaround time and cost quote
- ITS sends the form back to the customer including a timeframe and total cost to the Customer
- Customer agrees to the timeframe and cost on form
- Customer signs form and sends the form back to ITS
- ITS Approves request and attaches it to the Remedy Service Request
- ITS begins work on request, based on quoted timeline
- ITS completes request and delivers requested PST files
- ITS sends billing file to fiscal and bills customer for work completed
- Automated billing files are processed and the customer is billed.
- Service Request is closed after confirming with the customer