Who do I need to contact to have a data projector?
Please contact theFBK warehouse.
What should I do for issues concerning phones or copiers?
Please contact the office dealing with technical support, i.e. the ufficio tecnico (help-it@fbk.eu).
How and where can I scan a document?
From the photocopiers on each floor, scans can be sent via e-mail by typing your e-mail address in the space provided on the printer: the document will be sent and available in your mailbox.
How do I print from my computer?
Privately owned and / or self-managed computers (and therefore not managed by IT Support) are connected to the network called “untrusted”: please see a list of the various printing methods from these devices here.
How and where can I print posters?
Procedure for printing posters up to A0 format
To print a color poster up to A0 format, send an e-mail to csmesiano@alba2011.com, copying in acquisti@fbk.eu.
The poster should be delivered within one working day after you send the file or, for urgent requests, within 5 hours.
The poster will be delivered to the Via Sommarive Porter's Lodg. For further information contact acquisti@fbk.eu.
How can I print from my office computer?
Computers managed by IT Support are connected to the so-called “trusted” network: the various methods for printing from these devices are listed here.
How can I become administrator of an FBK-owned laptop or other IT tool?
If you belong to the Research Department and intend to obtain the qualification for the autonomous management of an IT tool owned by FBK for exclusive scientific research purposes (ref. Chapter V of the Foundation's Privacy Regulation), you must be aware of the responsibilities that derive from it and follow the specific Guidelines carefully.
Depending on the tool you manage, you will have to complete the consequent mandatory training, choosing between the Secure PC Self-Management Course or the Secure Server Self-Management Course.
As you will read in the Guidelines, first of all you will have to enroll in the course on FBK Academy. To do so, log in to the my.fbk.eu portal with your FBK credentials and, in the "Applications" section, choose FBK Academy.
For more information on mandatory training, visit this link.
Google Meet or MS Teams for online conferences?
Service Level Agreement (SLA)
The Service Level Agreement (SLA) regulating user support and critical service restoration is described below.
User support
Business hours are as follows:
Monday through Thursday
8:30 am - 4:30 pm
Friday
8:30 am - 2:30 pm
The SLA general terms are as follows:
- service request: no time limits, via email;
- service request processing: within 4 business hours from request;
- resolution:
- within 8 business hours from service request, except in the case of specific user requirements and subject to availability of materials and equipment, in 90% of cases;
- In the event of repairs under warranty, the above time frames might be longer depending on the time required for repair by the supplier.
In order to optimize service response times and improve the quality and traceability of the service, SIT customer requests will be accepted via email only. Please submit your request to: help-it@fbk.eu . Given the difficulty in filtering incoming spam messages, it is not possible to guarantee the processing of requests from non-FBK email addresses. In order to guarantee processing transparency, confirmation messages will be sent to users when service requests are received, processed and closed.
Disruption of critical services
In case of disruption of services critical to the progress of FBK’s activities, business hours are 24x7x365.
In this case, SIT will respond according to the following SLA:
- Assistance request processing: within 8 hours from receipt of request;
- resolution: within 8 hours of assistance request processing, in 90% of cases;
- guaranteed availability of services provided on a continuous basis: 98%.
You may report the disruption of critical services:
- from Monday to Friday, from 09:00 am until 5:00 pm: by sending an email to help-it@fbk.eu
- after regular business hours: by calling the Foundation's Povo location (0461.314444), that will alert the Infrastructure unit.
The following services are covered by this SLA: internet connectivity, email, main file servers and main web servers.
Please submit any Suggestions and observations to gsc_discussion@fbk.eu . Your observations will be discussed with our research contacts and used to improve our services.
SIT reserves the right to assess the urgency and priority of assistance requests based on the seriousness of the problem.