Mobile Services here at CBS
Mobile Services have been consolidated in order to reduce costs, improve service and streamline problem resolution at the Business School. ITG will be responsible for managing the wireless accounts. Individual groups will be responsible for paying for the services through their individual cost centers.SERVICES
The services to be provided include:
Consolidated Point of Contact
ITG will be your main point of contact for all mobile issues, problems or questions. Faculty and Administrative Support should continue to communicate through their respective ITG support teams. You may also contact the provider directly for any specific device issues you may be having based on your provider:AT&T Select Care 1-800-999-5445 AT&T Support
Verizon Support 1-800-922-0204 Verizon Support
Online Management of Accounts
Online Account - an online account will be set up for you depending on which vendor you use in order to perform certain functions such as view your bill, order accessories and view current plans (data or voice).Online Billing - you will receive your monthly invoice electronically. Paper copies of the bill are available but discouraged as we are trying to comply with the University's Green Initiatives.
Reports - you will be able to view account details, run reports or customize your own reports.
Purchasing Assistance
ITG will provide any support required in executing a purchase related to a mobile device or service. We can also execute the purchase if required. ITG will make recommendations related to certain devices and/or plans during the planning of the purchase. ITG will perform basic triage on any device but is not equipped to physically repair any damaged or faulty device. ITG will work with the vendor to provide a working device through ordering a new one or shipping it back to the vendor for them to remediate. Any shipping costs will be borne by the individual's cost center. We will maintain a small inventory of loaner devices of lesser value for those individuals seeking an immediate replacement should their device be lost or stolen. International coverage can be turned on for any mobile device with at least 5 days notice prior to departure.Note: When clients plan on traveling internationally, please make sure to inform them that they should not use tethering while abroad. The costs associated with this feature can be astronomical.
For a list of devices and plans, click on this link
Conflict Remediation
Each individual will be responsible for reviewing and validating the equipment and charges against their account. You may deal directly with the vendor on any disputes or ITG can advocate on your behalf if you deem appropriate.General Mobile Governance
Standardization and Cost MaximizationITG will be looking to standardize on certain devices in order to leverage the best cost savings for the Business School. ITG will be conducting an in depth analysis on current plan usage and how to best tailor the individual department plans to align with the Business School's cost containment initiatives. Any faculty member who upgrades a phone with an early contract cancellation penalty (2-years for AT&T, maybe less or not at all for Verizon) should pay the additional cost of the cancellation penalty (or the incrementally higher cost of the new phone) from their personal funds.
Process to Request Mobile Support Services
For non-ITG personnel, any mobile issues, including lost or stolen devices, should be communicated to their respective ITG support team member. When reporting an issue, please provide the following information if available to you:
o Mobile carrier (AT&T or Verizon)
o Mobile telephone number
o Name of the user
o Device name or specs if known
o Your costar account
o Any MEID or ESN you may have
Wireless Support will respond to the ticket request within one
business day unless otherwise notified.
- For mobile device equipment orders/upgrades, allow 3-5 business
days from order entry to delivery.
- For wireless cards (i.e. USB laptop connection) the process is
the same as above.
- For iPad Services, the process is slightly different. Because we
cannot order these services from our AT&T Business Account
as of this writing, the Faculty member must got to apple.com and
order or choose the option directly from their iPad. Just tap
Settings and choose Cellular Data. Then type in your user
information, select a plan, and enter your credit card information.
Once the invoice comes for the iPad service, the Faculty member
may enter an expense report for reimbursement. Staff are not
eligible for this option at this time and will be considered on a case
by case basis.
Payment Process
-During the initial phase of the transition, ITG will submit the mobile invoices to CBS Financial planning for processing and will bill back each cost center accordingly. Prior to the submission of the invoice to Financial Planning, ITG will provide each costcenter with a summary of charges for their review/approval
-Once all users have had the appropriate management tool made available to them, and have been properly trained in its usage, individuals will be responsible for reviewing and printing out their invoices. The approved invoices should then be sent to CBS Financial Planning for processing.
-Invoices are generated on a monthly basis Until all account holders have been setup to access their accounts/invoices via the online tools, ITG will process the invoices and assign the incurred costs to the associated cost center. After access has been setup, each individual account holder will receive an email notification that their monthly invoice is ready to view on line.
-Please review the account details.
-Print a copy of the summary page Sign the summary page approving the incurred costs and indicate the cost center to be charged
-Deliver the signed summary page to the Financial Planning Office (FPO) for processing.
