Standard Desktop Services Level Agreement 2017/19

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 Services (SDS)
  • The general levels of response, availability, and maintenance associated with these services.
  • The responsibilities of ITS as a provider of these services
  • The responsibilities of the clients receiving these services
  • Deviations from the standard processes documented in the ITS and Campus SLA.

This Agreement is valid from July 2017.  Review is every two years, or as otherwise needed.


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 university-owned Windows and Mac computers and printers.

Support is provided through:

  • phone
  • remote control assistance
  • IT Request ticket system
  • in person visits
  • remote management tool
  • self-service offers

SDS features are organized around the lifecycle of a supported computer and include:

Plan / Purchase

Hardware Purchase Recommendations and Standards

To promote standardization and compatibility with campus business systems and services, ITS publishes Dell and Apple computer, monitor, and printer purchase recommendations. All university-owned Windows and Mac computers receive support - clients can order outside recommendations but may receive better service with standard hardware.

ITS publishes recommended hardware standards to inform computer purchasing at:

https://its.ucsc.edu/standard-desktop-support/standard-computers.html

https://sites.google.com/a/ucsc.edu/hardware-standards/desktop

https://sites.google.com/a/ucsc.edu/hardware-standards/laptop

https://sites.google.com/a/ucsc.edu/hardware-standards/displays

Software Purchasing and Standards

In compliance with UC system security policy, supported software must be current and receive support and updates from the vendor.

ITS publishes supported software standards to inform software purchasing and support at: http://its.ucsc.edu/standard-desktop-support/standard_software.html

ITS provides an order form for selected standard software applications and coordinates software license purchases for university-owned computers. The order form is available at: https://www2.ucsc.edu/its/services/software/orderform/

Asset Management

On request, departments may receive assistance with computer replacement planning which includes: Hardware inventory of departmental computers with BigFix client installed, including Apple & Dell warranty status.

Deploy

New computers are configured with a standard set of software including a current operating system, licensed and subscribed software applications, anti-virus/anti-spyware software, and remote management and support tools.

Additional options for computer setup include:

  • Computer setup includes:
    • Migration of applications, client documents, and preferences from a previous computer. Client data is kept for a minimum of two weeks to ensure complete data transfer. 
    • Configuration of printing to networked printers
    • Physical relocation of computers. Multiple computer moves should be coordinated with Moving Services or divisional facilities staff. 
    • Software not included in the baseline standard is installed when requested and properly licensed. Clients may be asked to provide installation media/keys and documentation.

Computers can be configured to run the Windows operation system on a virtual machine. This requires valid Windows OS licensing and virtualization software. (Windows on Mac Windows on Windows)

Manage

Software Installation:

  • Support technicians will install and upgrade software: to resolve software problems in response to client requests due to changes to campus standards to meet security requirements. Support techs may install software in person, via ITS QuickSupport session, or by remote installation with BigFix.
  • If ITS does not have proof of license or installation media, the person requesting the installation must provide the media and proof of licensing.
  • Some software requires specialized configuration. ITS staff can configure software if documentation is available.
  • In accordance with security policy, only software that is being actively updated/patched by the vendor will be installed. Exceptions may be made for university business or business systems which are not compatible with current software versions.
  • Some common applications are made available via self-service BigFix offers. Offers enable application installation without the need for administrative rights. http://its.ucsc.edu/managed-computer-support/offers.html

Computer Troubleshooting Support

Desktop Support staff will investigate and resolve issues involving:

  • Hardware malfunctions
  • Operating system and application issues
  • Configuration settings / issues
  • Security settings
  • Network connectivity & Accessing network resources
  • Initial troubleshooting of Campus business systems

Problems with campus business systems or specialized software may be referred to specialized support staff.

Software & Services Usage Support

  • ITS facilitates finding documented solutions to requests regarding features and functions of supported software or IT services used on supported computers.
  • ITS staff will assist clients with application use questions in the form of referring to help systems, Google, Knowledge Base articles, campus training opportunities, and other online resources.
  • For software not on the standard software list, Desktop Support will resolve installation and functional errors where solutions are practically available. http://its.ucsc.edu/standard-desktop-support/standard-software.html 

Operating System and Application Patching

Managed computers receive regular operating system and security updates from Microsoft and Apple. Application updates that contain security fixes and improvements are also applied shortly after vendor release. Patched applications and software are listed on the patching web page.

http://its.ucsc.edu/managed-computer-support/os-patching.html

More detailed patching information is published on the Desktop Management News blog.

http://itsdepotnews.blogspot.com

Managed Computer Configuration

ITS may remotely apply configuration changes to managed computers in response to client requests, to improve endpoint security, or to prevent problems from affecting computers.

Hardware and Software Asset Management

To inform planning or project work, we can provide asset information for managed computers by request. We collect hardware and software asset data from managed computers with BigFix installed.

http://its.ucsc.edu/managed-computer-support/retrieved-properties.html

Endpoint Security

Endpoint Security Configuration

ITS applies security configuration settings for Windows PC and Mac managed computers to ensure they comply with security standards and best practices. When possible, we respond to security vulnerabilities and alerts with remote configuration changes to computers.

Endpoint Anti-Virus

ITS manages and supports the campus Anti-Virus and Malware Security configuration and client software to:

  • Provide Anti-Virus software installation of current versions
  • Ensure Anti-Virus/spyware software is running properly
  • Ensure vulnerability/virus definitions are being updated to current versions
  • Ensure on-access file scanning is active
  • Ensure managed scheduled scans are running

Computer Operating System Upgrades

Computer operating systems should be upgraded when necessary to continue to receive security patches and updates from Microsoft and Apple. Clients can request upgrades to the most current, supported OS version. ITS may proactively work with clients to plan upgrades of computers with outdated, unsupported OS versions.

Computer Repairs

  • 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 support technicians includes replacement of user-serviceable parts provided by the customer. Please note that ITS cannot reimburse departments for recommended repairs/parts that do not resolve the problem. Some hardware issues may be beyond the scope of non-warranty repair help. Clients may need to utilize a third-party vendor for non-user-serviceable part repair.

Printing

Printing functions of standard networked printers are supported including deployment and configuration of printer settings, registration, and printing from business systems (FIS, PPS, etc.). Support staff apply a standard Secure Printer Configuration checklist when setting up or working with networked printers. Clients should purchase printers with recommended features for best security and business system compatibility.

Client Provided Software

  • ITS staff install client-provided driver software for peripherals such as printers, scanners, external storage devices, and input devices

Computer Loans

  • When practical, temporary access to the web and web-enabled tools such as campus email and calendar systems are provided while a computer is being replaced or repaired. Temporary computer loans are dependent on availability from divisional or ITS equipment pools.

Retire/Replace

2.1.1 Client Requirements

The following requirements apply to clients receiving this service.

  • Clients will provide access to supported computers either in-person or via the ITS QuickSupport tool for remote assistance.
  • Clients will be available to support staff during standard service hours to answer questions that facilitate service delivery.
  • Clients will submit requests for service using standard methods.
  • Client-purchased equipment may need to be stored by client until scheduled time of deployment.
  • Clients must provide proof of license if needed when requesting software installation.
  • Clients will provide installation media for printer or other device driver installation if needed.
  • Clients should validate data transfers to new computers within two weeks as backups of client data may not be available after two weeks.
  • 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 Services (SDS) are available for computers that meet the following criteria:

  • The supported equipment is university property, not personally owned
  • Computer is running a Standard Operating System as listed on the standard software web page.
  • Support technician administrative access exists or can be created on the computer.
  • ITS support staff can re-image a computer when necessary to resolve an incident or complete a service request.
  • ITS support staff have the ability to remotely control the computer with the client’s authorization for each remote control session. Remote control may be prohibited in specific high-security environments.

2.2 Service Level Performance

2.2.1 General Service Levels

The ITS goal is to assign and acknowledge incidents and service requests as defined in the ITS/Campus SLA. An incident is any interruption in the normal functioning of a service or system.

2.2.2 Specific Service Levels

Aside from the ITS/Campus SLA, 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:


Stakeholder

Title / Role

Contact Information

Aaron Melgares

SDS Service Manager, Manager Desktop Management & Software

melgares@ucsc.edu

Vicki Davis

SDS Operations Manager

vldavis@ucsc.edu

Shawn Duncan

University Library

ashawn@ucsc.edu

Divisional Liaisons

 

Scotty Brookie

Arts

scotty@ucsc.edu

Peter McMillan

Director Client Relationship Management

peterm@ucsc.edu

Andrea Hesse

Director Academic Divisional Computing

ahesse@ucsc.edu

Stephen Hauskins

Physical and Biological Sciences

hauskins@ucsc.edu

Tim Gustafson

School of Engineering

tjg@ucsc.edu

Mike Edmonds

Social Sciences

medmonds@ucsc.edu

3.2 ITS Responsibilities

ITS will provide the infrastructure, technology, people, processes and monitoring tools necessary to provide Standard Desktop Support and:

  • Clearly document the service provided in ITS Service Catalog.
  • Meet response times associated with the priority assigned to incidents and service requests.
  • 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: http://its.ucsc.edu/policies/index.html
  • Utilize the standard contact methods (Section 4) for incidents.
  • Availability of client representative(s) to provide information for techs to resolve service related incidents or requests.
  • 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.

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 4 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 Services 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 More Information

If you have a question, contact the ITS Support Center via phone (831-459-4357), email (help@ucsc.edu), or the online ticket system at http://itrequest.ucsc.edu.

6 Maintenance and Service Changes

Computers supported under the Standard Desktop Support service 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.

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. A small portion of desktop support services is funded through the Information User (IU) assessment each division is charged. Information User Overview

Divisions and units are responsible for all planned and unplanned computer hardware replacement and software costs including shipping, cables, peripherals, and lock-down devices.

Some services have options with specific software costs:

  • Standard Kiosk Computer - may require:
    • WinSelect software license
  • Windows Virtual Machine - may require:
    • VMware Fusion software license
    • Windows OS software license

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.

 8.2 SLA Reviews

The Designated Review Owner (“Document Owner”) is responsible for facilitating regular 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. The Document Owner will incorporate all subsequent revisions and obtain mutual agreements / approvals as required.

Designated Review Owner: Aaron Melgares, Service Manager
Previous Review Date: July 1, 2017
Next Review Date: July 1, 2019

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.