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Frequently Asked Questions — IT Services Billing

Definitions

Statement: Issued to Stanford Departments (campus and hospital)
Bill: Issued to Stanford Students
Invoice: Issued to Stanford West, Residences, Vendors

Frequently Asked Questions

1. Why does my statement look different?
2. Where can I get more information about my statement?
3. I'm a student and got an email notification, but I don't owe anything (or I don't have any services through IT Services). Why did I get the email?
4. I heard I can see my bill online. Where is it?
5. From Departments: Why was the order the services are listed changed?
6. From Departments: Why are services all of a sudden listing my department name instead of the person's name?
7. From Departments: How can I get a service record changed so it's listed correctly on my statement?
8. How do I know what the Service prefixes (codes) stand for? OR What does BaRS or CHAMP or DNS or LDCC or LNA or REM or SOFT stand for?
9. I don't understand why my backup and recovery (BaRS) service has a person's name in the Service field.
10. I requested this service to be stopped over a month ago, but it's still on my bill/statement.
11. I saw a service on my bill/statement that I want to stop.
12. I don't understand why I received this statement; I'm not the right person.
13. From Departments: What happened to the Department IT Contact Access? When I logon I get a message saying it's no longer being updated.
14. From Students: I want to pay my bill online. Can I do that?
15. From Students: I won't be here this summer; how do I change my address so my June bill is sent to me?
16. There's a wrong charge on my bill/statement.
17. I want a credit for a charge that should not have been on my bill/statement.
18. From Departments: The wrong account was used for a recurring charge.
19. I don't understand what one of my services is that I'm being charged for.
20. From Departments: One of the accounts paying for monthly charges is expiring.

1. Why does my statement look different?
   IT Services converted to a new billing system in late April, which has caused some changes to the way your statement looks.
   
   
2. Where can I get more information about my statement?
   The project team has a web site with a section called Client Communication. Here's the URL: http://tmis.stanford.edu
   
   
3. I'm a student and got an email notification, but I don't owe anything (or I don't have any services through IT Services). Why did I get the email?
   We apologize for the extra email in your inbox. Our new billing system automatically generates an email sent to all students whether or not they have a current balance or current services. Please just delete the email. We are working to fix that email notification feature and it should not happen again.
   
   
4. I heard I can see my bill online. Where is it?
   Are you a Stanford student? If so, just logon to the Axess student web site. On the Axess menu at left you'll see For Students, then under that, Administrative. In the Administrative section there's a new link called IT Services. Click on that and it will take you to the new My IT Services Site to see your current balance, view and print your bill, and get a price estimate on a long distance call.
   
   Are you in a department? You'll be able to see your monthly statement online starting July 25.
   
   
5. From Departments: Why was the order the services are listed changed?
   When we converted all records from our legacy systems, the decision was made to put the services that start with numbers first, then the services that Department IT Contactt with letters next. So all phone numbers will be listed first, then services that have a prefix or a person's name as the service number will be listed next.
   
   
6. From Departments: Why are services all of a sudden listing my department name instead of the person's name?
   Our new system is subscriber based, which means that an individual must be in the Stanford Registry and officially affiliated with Stanford University or Hospital.
   
   If the service record in our legacy system had any of the following:
   • the name of a person not currently in the Registry
   • the name of a person was in the Registry with a different name so the old system couldn't map that name in the new system
   • the name of a person who is a current Stanford student
   that service record is now associated with the department that owns the account paying for the service. You see the department's name in the Name field.
   
   Example: if a phone service was in our old system as belonging to Mike Smith, but he is listed in the Registry as Miguel Smith, that service was not able to be mapped to him and is now listed under the department owning the account number paying for the service.
   
   Also, if a service used to be associated with a room, such as a conference room, a lab room, or a patient room, or if the service used to be listed as Vacant or for Visitors, it will now be listed as belonging to the department. You see the department's name in the Name field.
   
   
7. From Departments: How can I get a service record changed so it's listed correctly on my statement?
   We can do that; if the service is listed under the Department and you want it listed under a person, please send a request with the following information:
   • Service Number (for phones, this is the 10-digit phone number)
   • Name of Individual to whom the service should be assigned
   • University ID of Individual for whom the service should be assigned
   OR
   
   If the service is listed under a Person but you want it listed under a Department, please place a request with the following information:
   • Service Number (for phones, this is the 10-digit phone number)
   • Name of Department (owning organization)
   • Four-letter org code of the department
   
   You should order services online at the IT Services Site, http://itservices.stanford.edu. For more information about getting access to or using the IT Services Site, see the help pages at IT Services Site Help, http://itserviceshelp.stanford.edu.
   
   
8. How do I know what the Service prefixes (codes) stand for? OR What does BaRS or CHAMP or DNS or LDCC or LNA or REM or SOFT stand for?
   All the new Service Number Prefixes listed in the Service field are online for clients: http://tmis.stanford.edu/clientcomm.html, but we're hoping you won't need to memorize those because the Description field is so much longer now.
   
   
9. I don't understand why my backup and recovery (BaRS) service has a person's name in the Service field.
   In our new billing system, that service is actually listing the name of the server that is being backed up. In many cases, the server itself has a person's name; possibly it's the name of the System Administrator who oversees that server, or it could be a name that was made up and used to refer to the server. You may want to clarify the server name with the folks who oversee it, but that is the name you'll see in the Service field for BaRS service.
   
   
10. I requested this service to be stopped over a month ago, but it's still on my bill/statement.
    I'm sorry that happened; if you'll give me the complete Service Number from the far left column and I will send a request to the processing group who will contact you and get the service stopped. They can also issue any appropriate credit.
    
    
11. I saw a service on my bill/statement that I want to stop.
    Yes, we can do that; please give me the complete Service Number from the far left column and I will send a request to the processing group who will contact you and get the service stopped. You may also send in an online request at the IT Services Site, http://itservices.stanford.edu. For more information about getting access to or using the IT Services Site, see the help pages at IT Services Site Help, http://itserviceshelp.stanford.edu.
    
    
12. I don't understand why I received this statement; I'm not the right person.
    I'm sorry it came to you in error. Typically the people receiving a statement are the Department IT Contact or the financial officer. If you'll give me the information in the top right corner along with your name and contact information, I'll send a request to the right group who can change the records. (Information required: Account number, name of Department, name of wrong person, phone # of wrong person, email of wrong person.)
    
    
13. From Departments: What happened to the Department IT Contact Access? When I logon I get a message saying it's no longer being updated.
    That was a mainframe database, and when we converted to our new system, Department IT Contact Access was turned to View mode only. It is no longer being updated as we are using our new system. Department IT Contact Access will be replaced this summer with a comprehensive department web site called IT Services Site. It will show your monthly statement, enable you to order services online, and will show you current data about your existing services, just like the Department IT Contact Access did.
    
    
14. From Students: I want to pay my bill online. Can I do that?
    I'm sorry, that option is not currently available, but we understand the Student Financial Services officials are working to bring online payments for students to campus next year some time. Until then, you can continue to send in your payment with your payment coupon or take your coupon to the Old Union to pay your bill.
    
    
15. From Students: I won't be here this summer; how do I change my address so my June bill is sent to me?
    All address changes are tracked through the Axess student web site. However, because your bill is now online, you don't have to worry about your June bill finding you; as long as your SUNet ID works, you will be able to logon to the Axess site and click on the IT Services link to go see your bill. You can print your payment coupon and use that to mail in your payment.
    
    
16. There's a wrong charge on my bill/statement.
    I'm sorry that happened. If you would please give me the complete Service Number, I will send a request to the right group who will contact you to correct it. In the far left column, what is the Service Number for the incorrect charge? (If a phone, cell, or ISDN service, the service number is the 10-digit phone number.)
    
    
17. I want a credit for a charge that should not have been on my bill/statement.
    Let me put in the request for that; I just need to get the complete Service Number from the far left column on your bill/statement from you. Then I will send a request to the group authorized to give credits for that service.
    
    
18. From Departments: The wrong account was used for a recurring charge.
    I'm sorry about that error; please give me the complete Service Number from the far left column and the correct account. I will then send a request to the right processing group who will make the change and confirm back to you that it has been made.
    
    
19. I don't understand what one of my services is that I'm being charged for.
    In the description field, does it have any text? [If not, send the ticket to IT Services Billing/General Billing, as there is a problem with the Billing Code.] [If so, help to decode by referring to the Service Number Prefixes. For example, if it says Brio Explorer in the Description and the Service Prefix is SOFT, tell them that's the name of a piece of software that was purchased.]
    
    
20. From Departments: One of the accounts paying for monthly charges is expiring.
    No problem; we'll be glad to change it to a new account. I just need this information:
    • The old account number
    • The new account number
    • Whether you want the new account to replace EVERYWHERE the old account is paying for a charge, or if you want it to just replace the charges for one specific service. If the latter, I need the complete Service Number from the Service field.
    • Your name, department, email and phone #