A knowledge base article about Data Services Support Provided by CNS provided by the UC Berkeley IT Service Hub - Knowledge Portal
Data Services Support Provided by CNS
CNS is very involved with the Campus network service customer(s) beyond the COA and does the following:
- Customers call in to CNS for consultation, status updates on work, and due dates. We then reach out to network connection engineers, network development manager and network development for cable installations, host master to retrieve information for our customers.
- Even though we ask that the customer communicates with the network group via email through the Telecom Catalog RITM but, they still reach out to CNS if they don’t receive a timely response or do not agree with the response. CNS then follows up to figure out a way to make the customer happy or resolve the issue.
- We continue to receive calls, email through the RITM requesting CNS to manage the order.
- We still have as many data calls as we do voice.
- A CNS rep’s name is attached to every data order although we may not have an assigned Task. The customer sees our name and calls us when help is needed or when problems arise.
- We still walk them through placing orders through the Telecom Catalog.
- We do the same steps for network projects through Bruce’s group.