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Dear DEPH Faculty & Staff,

Please review the SOP below before submitting your request. After you have finished reviewing the SOP you can continue to the support request page by clicking the "Continue to Support Request -->" button on the bottom of the page. If you have any questions regarding time estimates or support requests you can reach me at 305-243-3650.

Thanks,

Ophelia Hernandez
Service Type Sub Type Process Responsible Unit Time Range Estimate
Troubleshooting Software If software is not custom application created by the Department's IT unit then send request via email to help@med.miami.edu Medical IT Unit Same day to 7 working days
If software is custom application then proceed with completing the support request. DEPH IT Unit Same day (if emergency) otherwise 2 business days
Hardware If you choose to submit request via departmental IT unit then please complete the support request DEPH IT Unit Can be from 1 - 14 business days. In cases where employee is unable to work at all then please contact Ophelia Hernandez
If you prefer request can also be sent to Medical IT unit by emailing help@med.miami.edu Medical IT Unit Can be from 2 to 14 business days
New Software Purchase and Installation Purchase and Installation For non custom/in house purchase of applications you can send request for quote by completing the support request. Quote will then be sent to client and accounting staff. Accounting staff will provide necessary approval or will contact client to inform if otherwise. Once approval is granted to the internal IT unit then IT unit will provide status and set up installation with client DEPH IT Unit 2 to 4 business days to receive quote. 1 to 2 business days for accounting approval. Depending on what the it is 2 to 14 business days to receive product. Tack on additional 3 weeks if item meets the criterial of capital equipment. All capital equipment must be processed through committee
For custom/in house purchase of applications please refer to the custom project procedural document DEPH IT Unit Based on procedural document timeline
Just Installation For non-custom installation of applications you can send your request to help@med.miami.edu via email Medical IT Unit Same day to 7 working days
For custom/in house installation of applications please submit this support request DEPH IT Unit 2 to 4 business days
New Hardware Purchase and Installation Purchase and Installation For hardware purchase and/or installation of applications please proceed with completing the support request DEPH IT Unit 2 to 4 business days to receive quote. 1 to 2 business days for accounting approval. Depending on what the item is 2 to 14 business days to receive product. Tack on additional 3 weeks if item meets the criteria of capital equipment. All capital equipment must be processed through committee
Just Installation If you choose to use medical unit you can send your request to help@med.miami.edu via email Medical IT Unit Same day to 7 working days
If you choose to use departmental unit then please complete this support request DEPH IT Unit 2 to 7 working days
New User Account and/or Share drive access New User Account Brand new employees to the University will have the user account for the PC set up automatically after orientation. No action necessary Human Resources With Orientation
Share Drive(s) Any requests for share drive access the requestor should proceed with completing the support request and clearly identify what share drive is being requested (FAMSTUDY or MEDICAL DOMAIN) DEPH IT Unit 2 to 10 business days contingent upon FAM STUDY or MEDICAL domain
Custom Projects   Please refer to the custom project procedural document DEPH IT Unit Based on procedural document timeline
Video Conference/Presentations   Requests must be made with at least 2 business days notice between the request and the actual event. Any requests for this the requestor should proceed with completing the support request DEPH IT Unit 2 to 5 business days
Remote Access to Work Computer   Send request to Medical IT by emailing help@med.miami.edu Medical IT Unit 2 business days for response to request
PC login issues   You can call Jorge Grimany at 305-243-8023 for immediate response. If not available then you can also call Medical IT at 305-243-5999 DEPH IT Unit Immediate
Other    Any requests for this the requestor should proceed with completing the support request DEPH IT Unit Waiting time to be determined based on request