ITS Remote Site Support
ITS provides partial support to Weill Cornell Medical College affiliated locations that are not on the main campus or connected to the institution's core data network. With ITS Remote Site Support, you will be able to access certain WCMC internal resources and applications and receive varying levels of support for your computer. Working with your staff, we will evaluate your location's existing infrastructure and determine its specific support needs from the following available options:
Single User
This option is suitable for single users who require access in a non-primary capacity to clinical applications such as EpicCare and GECB (Flowcast). This is not intended for a fully staffed location or for sites that see patients. Under this support level, users will connect to WCMC resources over their existing ISP connection using our VPN software.
Under this option, computers will not be tagged, and only receive limited support via e-mail (7 days a week, 9am-5pm). Desktop standards such as security, software and updates are not supported on non-WCMC devices.
Less Than 10 Workstations
This option is suitable for a lightly staffed location with light to moderate data transfer needs. Location may use clinical applications in a primary capacity, as well during patient visits. ITS can serve as your location's ISP, and your location will become an extension of the main campus network by utilizing WCMC MetroEthernet.
Under this option, your location's computers will be tagged by ITS, meaning that they will receive a sticker with a unique ID number, and be eligible for ITS support, which includes the following:
- Assistance with any software and hardware issues. (Support level varies for different applications. For example, core applications like SAP and Epic have specialized support while support for a personal application will be limited to best effort.)
- Support via e-mail (7 days a week, 9am-5pm)
- Support via telephone (Monday-Friday, 7am-7pm)
- Depending on the distance from the main campus, limited on-site support. (Monday-Friday, 9am-5pm)
- All ITS supported software, including up-to-date antivirus and firewall software and Microsoft Office.
Computers will need to meet the minimum requirements as listed on this page: http://www.med.cornell.edu/its/services/tec_sal/ts_req.html
More than 10 workstations / data traffic intensive
This option is suitable for a heavily staffed location, or a location with large data transfer needs, such as medical imaging and data intensive research. Location may use clinical applications in a primary capacity, as well during patient visit. ITS will serve as your location's ISP, and your location will become an extension of the main campus network by utilizing WCMC FiberNet.
Under this option, your location's computers will be tagged by ITS, meaning that they will receive a sticker with a unique ID number, and be eligible for ITS support, which includes the following:
- Assistance with any software and hardware issues. (Support level varies for different applications. For example, core applications like SAP and Epic have specialized support while support for a personal application will be limited to best effort.)
- Support via e-mail (7 days a week, 9am-5pm)
- Support via telephone (Monday-Friday, 7am-7pm)
- Depending on the distance from the main campus, limited on-site support. (Monday-Friday, 9am-5pm)
- All ITS supported software, including up-to-date antivirus and firewall software and Microsoft Office.
Computers will need to meet the minimum requirements as listed on this page: http://www.med.cornell.edu/its/services/tec_sal/ts_req.html
**Important Limitations and Caveats Regarding Remote Access: LTA printing in GECB and certain workflows within EpicCare (e.g. some orders) are not supported due to the nature of software VPN connections and the traffic pattern required by server based print queues. Setup time for remote support is variable. Single users can often get access within a few hours to days. However, larger locations can take weeks or months to set up depending on third parties such as the ISP, infrastructure issues, and costs. Other than for individual users, support costs must be negotiated in advance and will vary with distance, requirements, and available infrastructure and on-site staff expertise. |
If you are interested in learning more about our Remote Site Service, please contact us at support@med.cornell.edu or follow the links below for related information.
Related Links
