Standard Desktop Support Service Level Agreement 2009/10 Home  Service Catalog Sla Standard Desktop Support Service Level Agreement 2009/10
Standard Desktop Support - Service Level Agreement 2009/10
1 General Overview
2 Service Description
3 Roles and Responsibilities
4 Requesting Service
5 Hours of Coverage, Response Times and Escalation
6 Maintenance and Service Changes
7 Pricing
8 Reviewing and Reporting
9 Approvals
1 General Overview
This is a Service Level Agreement (“SLA”) between the campus community and the Information Technology Services Division (ITS) to document:
- The Standard Desktop Support (SDS) Service
- The general levels of response, availability, and maintenance associated with this service.
- The responsibilities of ITS as a provider of this service
- The responsibilities of the clients receiving this service
- Deviations from the standard processes documented in the ITS and Campus SLA.
This SLA is valid until revised or terminated.
2 Service Description
ITS clearly documents services provided in the ITS Service Catalog
2.1 Service Scope
The Standard Desktop Support service is an integrated suite of support services for campus faculty and staff university-owned Windows and Mac computers.
SDS features are organized around the lifecycle of a supported computer and include:
Plan / Purchase
- Desktop hardware and software standards are published to inform desktop planning activities.
- ITS publishes new computer hardware purchase recommendations and updates them in response to changes in vendor offerings.
Deploy
- Computers are installed and configured with a current operating system, software applications, anti-virus, anti-spyware, and remote administration tools.
- Computers are configured in compliance with campus security policies, and other configurations that may be specific to divisions or units.
- Computers are configured to connect to the campus wired and wireless networks.
- Software is installed when requested.
- Physical relocation of computers is supported on a case-by-case basis as determined by ITS.
- Computer setup includes:
- Migration of client documents and preferences
- Configuration of standard networked printers
- Retention of client data for a minimum of two weeks to ensure complete data transfer
Manage
- SDS technicians will install and upgrade software in response to client requests, changes to campus standards, security requirements, or to resolve problems.
- ITS employs software release processes for testing and validating new versions of software to ensure they are compatible with UCSC business systems and the campus computing environment.
- Troubleshooting and incident resolution is provided for standard operating systems and applications.
- Support for computer warranty repairs includes equipment pickup, shipping, tracking, and return. Completion of repairs is verified.
- Non-warranty repair is provided for standard computers for which the extended warranty has expired. Repair by SDS technicians includes replacement of failed memory, hard drives, optical media drives, and power supplies with customer-provided parts.
- Printing functions of standard networked printers are supported including deployment and configuration of printer settings, registration, and printing from business systems (FIS, PPS, etc.)
- Installation of driver software for peripherals such as printers, scanners, external storage devices, and input devices as long as the software is provided by the client.
- When practical, temporary access to the web and web-enabled tools such as CruzMail and CruzTime is provided while a computer is being replaced or repaired. Temporary computer loans are dependent on availability from divisional equipment pools.
Retire/Replace
- ITS coordinates computer disposal with vendor programs and campus surplus. Data is securely erased on storage devices prior to disposal.
Computers under Remote Management
A limited number of client computers are equipped with remote management agent software that enables an enhanced level of support. These computers receive the following services in addition to standard desktop support:
- Antivirus and Spyware protection (Windows computers only)
Automatic updates of antivirus and spyware definition files with remote monitoring and response to failed repairs.
- Operating System and Application Patching
ITS applies and validates patches for Windows, Mac OS X, and selected applications on a regular schedule. Critical vulnerabilities are continuously scanned for, detected, and repaired.
- Computer hardware and software inventory reports are provided on request by Divisional Liaisons and as needed to inform planning activities.
- Remote control assistance
Support staff use desktop remote control tools when available to provide assistance and service support.
2.1.1 User Requirements
Clients receiving this service should act in accordance with these requirements:
- Clients will provide access to supported computers.
- Clients will be available to support staff to answer questions that facilitate service delivery.
- Clients will submit requests for service using standard methods.
- Client-purchased equipment will be stored locally until scheduled time of deployment.
- Clients will provide proof of license when requesting software installation.
- Clients will provide installation media for printer or peripheral device driver installation.
- Clients will validate data transfers to new computers before requesting disposal of old computers
- Clients will submit requests to initiate data destruction and surplus/disposal of old equipment
2.1.2 Boundaries of Service Features and Functions
Standard Desktop Support is available for computers that meet the following criteria:
- The computer is university property, not personally owned
- Computer is within standard hardware specifications published at: http://its.ucsc.edu/service_catalog/standards/hw_standards/
- Computer is running a standard supported operating system: Windows Vista, Windows XP, or Mac OS X.
- SDS technician administrative access exists or can be created on the computer. This can be a local SDS tech admin account or a domain account with admin access.
- Support Center can re-image the computer when necessary to resolve an incident or complete a service request.
- Support Center has the ability to remotely control the computer.
- Computer is not in a lab managed by Instructional Computing
- Computer is not in a classroom or training space
2.2 Service Level Performance
2.2.1 General Service Levels
- The ITS goal is to assign and acknowledge incidents and service requests within 8 business hours of receipt. An incident is any interruption in the normal functioning of a service or system.
2.2.2 Specific Service Levels
- At this time there are no service levels specific to the Standard Desktop Support service.
3 Roles and Responsibilities
3.1 Parties
The following Service Owner(s) will be used as the basis of the Agreement and represent the primary stakeholders associated with this SLA:
| Standard Desktop Support Service Manager |
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Aaron Melgares |
melgares [at] ucsc.edu |
| Support Center Operations Manager |
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Vicki Davis |
vldavis [at] ucsc.edu |
| Divisional Liaisons |
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| Arts |
Scotty Brookie |
scotty[at]ucsc.edu |
| Humanities |
Andrea Hesse |
ahesse[at]ucsc.edu |
| Social Sciences |
Michael Edmonds |
medmonds[at]ucsc.edu |
| Physical and Biological Sciences |
Stephen Hauskins |
stephen[at]acg.ucsc.edu |
| Business &
Administrative Services |
Peter McMillan |
peterm[at]ucsc.edu |
| Library |
Eric Mitchell |
emitch[at]ucsc.edu |
| Chancellor’s Office & University Relations |
Bomi Patel |
bomip[at]ucsc.edu |
| School of Engineering |
Terry Figel |
terry[at]soe.ucsc.edu |
| Silicon Valley Center |
Dave Klein |
klein[at]ucsc.edu |
| Student Affairs |
Warren Mikawa |
mikawa[at]ucsc.edu |
3.2 ITS Responsibilities
ITS will provide the infrastructure, technology, people, processes and monitoring tools necessary for Standard Desktop Support and:
- Clearly document services provided in ITS Service Catalog.
- Meet response times associated with the priority assigned to incidents and service requests.
- Generate quarterly reports on service level performance
- Appropriately notify Customers of all scheduled maintenance via the Maintenance Calendar, Service Catalog web page and/or a communication to campus via the ITS Communications Manager.
3.3 Customer Responsibilities
Customer responsibilities and/or requirements in support of this Agreement include:
- Comply with university and campus IT policy and guidelines including:
- Utilize the Support Center for incidents
- Availability of client representative(s) when resolving a service related incident or request
- Contact the IT Service Manager or Divisional Liaisons for additions or changes in established service levels
- Customers are responsible for all planned and unplanned computer hardware replacement and software costs including cables, peripherals, and lock-down devices.
4 Requesting Service
See the ITS and Campus SLA for standard methods of contacting ITS for service.
- Online / IT Request (itrequest.ucsc.edu)
- Phone (459-4357 - 459-HELP)
- Email (help@ucsc.edu)
5 Hours of Coverage, Response Times & Complaint Resolution
For all requests, the ITS goal is to have a staff member assigned and acknowledge requests within 8 business hours of receipt. Campus priorities may require exceptions to this goal during certain times of the Academic year.
5.1 Hours of Coverage
Standard Desktop Support is provided Monday – Friday, 8am – 5pm on regular campus business days.
5.2 Response
See the ITS and Campus SLA.
5.3 Escalation
See the ITS and Campus SLA.
5.4 Information
See the ITS and Campus SLA.
5.5 Other Requests
Requests for service features and functions not yet implemented can be submitted though IT Request.
5.6 Service Exceptions to Coverage
Standard Desktop Support in unavailable during scheduled University holidays.
6 Maintenance and Service Changes
Computers supported via SDS may have preventative maintenance procedures applied. Clients will be notified in advance of any one-time or regularly scheduled maintenance. Maintenance may be performed in-person or using remote administration tools.
Computers under remote management are patched according to an established schedule. For current patch periods, see LANDesk client information.
See the ITS and Campus SLA for details of our standard maintenance and service process.
ITS Maintenance Calendar
7 Pricing
Computer support is provided with no direct recharge for services. In fiscal year 2009-10, a small portion of desktop support services is funded through the Information User (IU) assessment each division is charged. Information User web page
Divisions and units are responsible for all planned and unplanned computer hardware replacement and software costs including cables, peripherals, and lock-down devices.
8 Reviewing and Reporting
8.1 System Performance and Availability Reporting
First-contact response time to incidents and service requests, including response times for Standard
Desktop Support, will be published on the ITS Service & System Metrics web page.
Standard Desktop Support data is listed as the “My Computer” service as this is the problem type
assigned to SDS tickets in the IT Request system.
8.2 SLA Reviews
This Agreement is valid from July 1, 2009 and will be reviewed annually or as otherwise needed.
IT Services is responsible for facilitating annual reviews of this document. Contents of this document may be amended as required, provided mutual agreement is obtained from the primary stakeholders and communicated to all affected parties. IT Services will incorporate all subsequent revisions and obtain mutual agreements
This Agreement will be posted to the following location and will be made accessible to all stakeholders:
Document Location: http://its.ucsc.edu/service_catalog/sla/
9 Approvals
The Divisional Liaisons and ITS Senior Managers approve this document. This document is then published on the ITS Service Catalog web site along with other service level agreements. Service level information is integrated into the service page in the ITS Service Catalog.
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