Frequently Asked Questions — CSO Scheduling
Service Overview
CSO's (Communication Service Orders), are requests by the Department IT Contact, for services that need software or scheduled technician time. These requests are submitted on-line, on paper cso's, or through phone-in.
Help Desk Specialist: If the question is not listed below, please route a HELPSU ticket to: Order Management queue.
Frequently Asked Questions
- How can staff and faculty order telephone and network connections?
- The online CSO doesn't have a field to request an order that I need to expedite. How can I request an urgent order?
- Can I request a certain installation date, without an 'urgent' request?
- If I don't request a specific date, how will my order be scheduled?
- Can I request a 'tracking' number for my order?
- Without automatic tracking, how can I follow the progress of my order?
- If I cancel my order before it is installed, will I be charged?
- How do I know if I need a Project Consultant?
- What is the cost for working with a Project Consultant?
- I am in a different location than the one where the work will be performed. How will I know the work is complete?
- How can staff and faculty order telephone and network connections?
Today, there are 2 ways to order services. The online CSO, available at: http://cso.stanford.edu/
The online CSO is the legacy method for ordering services and supports all services currently orderable from IT Services.
This method will be replaced over time with a fully web-enabled ordering portal.
The web portal called the "IT SERVICES SITE" is available for use in ordering some select services today. It will support all services beginning early in 2006 and the online CSO will be 'retired.'
- The online CSO doesn't have a field to request an order that I need to expedite. How can I request an urgent order?
Urgent orders are termed "HOT" and carry an extra fee of $125 per request. To ensure an order is received and entered as a "HOT" order you must enter "HOT ORDER" in the comment field of the CSO.
- Can I request a certain installation date, without an 'urgent' request?
If you request is for more than 7 business days in the future, you can request a specific date. Please enter this information in the comment field of the CSO.
- If I don't request a specific date, how will my order be scheduled?
Orders are scheduled in the order processed, with the 'next technician available' date given to each order. The actual turnaround timeframe may vary, based on workload, however the average turnaround is 3 business days.
September, January and June are the busiest times for telecommunications and network orders. During those months, the turnaround times will be longer than average.
- Can I request a 'tracking' number for my order?
At this time, tracking numbers are not available. When your order is processed, an email will be sent to you by the person handling your order, advising that it has been processed.
When all services move to the IT Services Web Portal, you will be able to track your orders online. Confirmation of your orders will also become automatic with the new ordering platform.
- Without automatic tracking, how can I follow the progress of my order?
At this time, you can call 5-HELP and someone in Order Processing will locate your order and determine the status. Order status will be available 1 business day after your order has been entered.
- If I cancel my order before it is installed, will I be charged?
There is no charge to cancel an individual order, if you do this at least 2 business days before scheduled installation. For large projects, there may be some costs involved with cancellation, depending on the amount of work that has been completed between the time you placed the project request and the deployment date. There is no cost for 'postponing' a large project to a later date, with sufficient notice. Your IT Services Project Consultant can provide all cost details to you regarding cancellations and postponements of large projects.
- How do I know if I need a Project Consultant?
Project Consultants oversee all physical relocations of more than 15 lines and all new construction projects. They also manage complex service changes. If you are unsure about whether a project consultant should be engaged, you can request an informational referral to discuss your potential project before you commit to an approach. This can be done by submitting a REMEDY TICKET, or by calling 5-HELP.
- What is the cost for working with a Project Consultant?
Project Consultants bill an hourly rate of $85 for their services. However, in many cases the fee for the initial discussion/consultation is waived, if it is strictly informational in nature.
- I am in a different location than the one where the work will be performed. How will I know the work is complete?
The person who placed the order and is listed, as the technician will phone the 'contact' before the work is started and when the work is complete. In many cases, you will not have to be present at the site for individual work orders. For larger projects, it is essential for someone representing your department or organization to be accessible by phone throughout the term of the project. They may also have to be on-site for some portion of the actual work performance.
