Data Center Services Production Support VPSX Enterprise Print Server. The Johns Hopkins Health Systems And The Johns Hopkins University

Size: px
Start display at page:

Download "Data Center Services Production Support VPSX Enterprise Print Server. The Johns Hopkins Health Systems And The Johns Hopkins University"

Transcription

1 Data Center Services VPSX Enterprise Print Server Providing multiple Johns Hopkins Enterprise customer s a single point of control to manage print across numerous Systems and Applications. The Johns Hopkins Health Systems And The Johns Hopkins University Information Johns Hopkins Service Level Provision Prepared by; ETSO Data Center Services Date: 05/29/09

2 Table of Contents 1 TABLE OF CONTENTS DATA CENTER SERVICES VPSX Enterprise Print Server; 3 4 SUPPORT HOURS CONTACTS PRINTER AND CUSTOM PRINT SERVICES EVALUATION VPSX PRINTER, FORM AND FILTER REQUESTS VPSX PRINTER MONITORING Priority Levels ROLES AND RESPONSIBILITES VPSX System Administrator/Print Manager VPSX Sys Printer Administrator Remote Print Queue Operations Application Developer FUNCTIONS AND PERMISSIONS... 8 Example1..7 Example ATTACHMENTS A VPSX Functional component Overview B VPSX Print Request form C VPSX Multiple Printer Request Form example.12 1/25/ Enterprise VPSX Print SLP

3 2 Data Center Services Data Center Services provides 24/7 operations of the Data Centers located on the Mt. Washington and East Baltimore campuses. These operations include: Timely processing of data and backups on the various platforms housed within the Data Centers Production and delivery of printed and electronic reports Control of the production environment through change management Physical security of the Data Centers Monitoring of the various platforms and network Management of supported problems reported through the Support Center (Help Desk). Data Center Services consists of five groups: Computer Operations - 24hr/365day organization that supports and monitors JHH and JHU systems and applications. Data Control - performs a vital role in the implementation and submission of Johns Hopkins University production applications. Facilities manages the data centers for Mt. Washington and East Baltimore. bridges the processes and procedures between application development, technical support, and operational areas for application implementation management and support services. Support Center (Help Desk) - provides customers with a single point of contact for IT/Network related questions or problems, with immediate resolutions or escalation to second and third level support. 3 VPSX Enterprise Print Server; manages the VPSX Enterprise Output Server that allows multiple systems and applications to share common printers both local to the customer and also high speed high volume printers located in the central Data Center. The Enterprise Output Server provides 24/7 availability to our customers on a high availability (HA) two node clustered environment. VPSX was designed to take advantage of any clustered environment and run multiple VPSX servers (nodes) and is configured to access shared storage device for information. Our goal is to provide the customer a single point of control to manage print from any system and application, including Windows across the Johns Hopkins Enterprise. The VPSX application can provide customers with direct access to the manager screens and give them the ability to view the printers associated with their particular application if they so desire. This flexibility helps troubleshoot print problems in a fast and efficient manner. 1/25/ Enterprise VPSX Print SLP

4 4 Support Hours Support Hours identify the level of support, support staff, and support hours. Level of Support Support Staff Hours of Support Requirements Response Time Production Incidents Print filters Creation Special Job Requests Emergency Change Controls; Production Only VPSX Sys Admin Operations Application Developer Emergency bulk Print requests Emergency new printer additions or address changes 24hr/365days a year 24hr/365days a year ServiceCenter Incident Ticket Change Control Director Approval 30 minutes 30 minutes Test Incidents Print filters Development and Creation Job Requests Receipt and Processing Special bulk print One time only print requests New Printer additions Printer moves Address changes Normal Business Monday through Friday 8:30 to 16:00. Normal Business Monday through Friday 8:30 to 16:00. ServiceCenter Incident Ticket Job Request Form Change Control 1 business day 5 business days 5 Contacts Manager of Ned Fields (410) efields@jhmi.edu Midrange Analyst/VPSX Sys Administrator/Printer manager Michael F. Martin (410) mmartin@jhmi.edu Midrange Analyst/VPSX Printer Admin Chad Garrison (410) cgarris@jhmi.edu Operations/Lead Operator Command Center (410) or /25/ Enterprise VPSX Print SLP

5 6 Printer and custom print Services Evaluation attempts to provide flexibility in the transition from one print method to another and also maintain current custom forms required by billing and regulatory guidelines. together with Technical Support will assist with translations of print commands from individual application. If required the VPSX Levi, Ray & Shoup. Inc will also provide any resources to address special technical requirements needed by a particular application to produce print through VPSX. Existing printer names will be used if possible, to reduce transition problems., in collaboration with the customer, can develop new techniques to meet complex dependencies across multiple applications within the Johns Hopkins Enterprise. Some of these techniques include: Custom interfaces between platforms and VPSX Special print filter development Multiple form production to a single printer 7 VPSX Printer, Form and Filter Requests Customers are required to fill out a VPSX Print Request Form (See attachment B) to initiate the process for installing or changing Printer s, Forms, Ports, IP address or Filters within the Johns Hopkins Enterprise. All requests will be evaluated by the designated internal review group prior to being forwarded to. This ensures integrity, criticality, and priority of the request before moving forward. requires 5 business days upon receipt of the Request Form. Once has reviewed the request, the Administrator will contacts the customer to assign a ServiceCenter change control number. The Administrator begins working with the customer to develop and test the requested changes or additions. All information about testing and special requirements of the customer is documented within the ServiceCenter Change Control Record. Completion times for requests will vary, based on complexity, priority, and number of requests in the queue. Any additional lead time which can be provided for requests, would be beneficial to help meet requestor requirements. It may be necessary to have access to the customers printer to confirm the end product. 1/25/ Enterprise VPSX Print SLP

6 8 VPSX Printer Monitoring Printers are monitored by Customer Liaisons and through the VPSX web interface screen. Printer problems and error conditions are clearly visible. Customer Liaisons have accounts that allow them to stop and start printers and trouble shoot initial problems. Printer addition and removal, as well as filter and form setup is the responsibility of the Production Support Systems Administrator. Once the Customer Liaison is unable to assist the customer they should contact the Help Desk and open an incident in Service Center. VPSX alert Priority Levels are color coded. These views are defined below. Customers can view the output and error logs for their specific application through the web interface screen. 8.1 Priority Levels 1/25/ Enterprise VPSX Print SLP

7 9 Roles and Responsibilities The following describes the roles and responsibilities of key personnel for Enterprise Job Scheduling. 9.1 VPSX System Administrator/Printer Manager The VPSX System Administrator/Printer Manager maintains and manages the VPSX print server, Printer Filters, Printer configuration and server statistics. Can perform but is not limited to the following. Installation of VPSX License Key files. Incident Resolution for the Enterprise Print Solution Environment. Maintain Upgrades and Patches for VPSX. Maintenance of VPSX Printer Configuration Information. Maintenance and creation of individual printer filters. Creation of VPSX Sys Maintenance Scripts for the collection of printer statistics, by customer. Creation of O/S level Scripts, that handle special filter requirements and custom forms management. Monitoring VPSX Licensing by customer and installation of License Keys. Maintenance of the VPSX Profiles. Work with customers an assist with the creation of special Print subsystem calls and commands that allow customer systems or web applications to process print through VPSX. VPSX Security Administrator. Maintain and Enforce Standards including Printer naming conventions. Maintain Documentation. Work with customer s application teams to test printer connections, new form design and new filter creation. Statistical Reports and Charts. Respond to Production Incidents within 30 minutes. 9.2 VPSX Sys Printer Administrators The VPSX Sys Printer Administrators are the backup for the Systems Administrator and perform but are not limited to the following responsibilities Incident Resolution for the Enterprise Print Solution Environment. Maintenance of the VPSX Profiles. Work with customer s application teams to test printer connections Respond to Production Incidents within 30 minutes. Addition of standard printer requests not requiring special filters or scripts. Redirecting print jobs from one print location to another to resolve disabled printers or problem print jobs. 1/25/ Enterprise VPSX Print SLP

8 9.3 Remote Printer Queues The Remote Printer Queues are responsible for the production of large volume print jobs formerly managed through the mainframe. These includes but are not limited to: Creation and maintenance of 12 queues resident on three high speed Xerox printers located in the data center. Configuration of the individual print characteristics of all 12 queues. Queue Level Security. Queue naming convention standards. Instruct and support Operations on use of queues and special form requirements. Work with the applications staff to test print queues. 9.4 Operations The Operations Staff is responsible for the monitoring of and the production of print from the high speed Xerox printers, including: Ensuring the proper forms are selected and properly loaded into the printers. Proper form handling and distribution, including packing and shipment to customer. Verifying the privacy of sensitive print jobs. Monitor queues and printers for problems. Redirect print jobs from one printer to another in the event of a printer failure. 9.5 Application Developer The Application Developer/customer is responsible for creation of application programs/scripts. Adhere to all VPSX print standards. Fill out the Enterprise Request Form as appropriate. Create/Modify job documentation. Coordinate new printer relocation or installation and testing with VPSX Systems Administrator/Print Manager. Coordinate Form and or Filter design or modification with VPSX Systems Administrator/Print Manager. Provide and maintain incident notification contact names and numbers. 10 Functions and Permissions The following table details entitlements for each role within the VPSX Enterprise Print Server Environment. The only role that has full access is the VPSX System Administrator/Print Manager. All other roles have reduced access limited to the customer s needs and application specific printers. 1/25/ Enterprise VPSX Print SLP

9 Example 1 Example 2 1/25/ Enterprise VPSX Print SLP

10 1/25/ Enterprise VPSX Print SLP

11 Request Date: Development Date: VPSX Print Request Form Dark gray areas contain options Implementation Date: Func Design Spec ID: Priority: If this request is an emergency please have the appropriate supervisor sign. Otherwise, the request will follow agreed standards. Sign: Requestor Name: Requestor Phone: Printer type (see list): Printer use (see list): Filters/PCL cmd Printer type: A HP LaserJet B HP Color LaserJet C Label Printer D Zebra Label printer E Embosser Printer (support info): Contact Name: F Mainframe Xerox G Check Printer H Print Queue only I Attached to Router J Attached to Jet Direct K Other (Provide description) Printer Use: Hopkins 1- Financial System KEANE Patient Billing System LAB Patient Pathology Lab Systems BDM Patient Pharmacy Systems IDX - Outpatient/Professional Systems ISIS Student Service System OTH Other System/Operational Contact Phone: Filters/PCL command: L Landscape M Statement N UB Bill O Label Filter P Portrait Q Laser Filter R Other (provide Documentation) Criticality(see list): Criticality Level: C - If necessary, contact 24 hours per day, 7 days per week. R First failure can be restarted, second consecutive failure treated as criticality level N. N - Support on business days 8 a.m. to 5:30 p.m. EST, if job fails outside this window it is handled next business day. O - No need for support on failure. Printer Location (Room #): Building : Network Device Select code: (not listed): Device Name: Network Device S Jet Direct T Digi U Cisco Router V Other describe Special Scheduling Instructions:

12 The following table can be created and attached to a Change request to facilitate requesting multiple printers at the same time, such would be used during the initial installation of a system. Building Room Area Description Contact Name Contact Phone Application name Network Device And port # IP Address or DNS name 1/25/ Enterprise VPSX Print SLP

Data Center Services. The Johns Hopkins Health Systems And The Johns Hopkins University

Data Center Services. The Johns Hopkins Health Systems And The Johns Hopkins University Data Center Services Production Support Enterprise SFTP Providing the customer a single point of control to manage SFTP across the Johns Hopkins Enterprise SFTP Request Form link The Johns Hopkins Health

More information

Data Center Services

Data Center Services Data Center Services Production Support Providing Call, Incident, and Change Management for customers throughout the Johns Hopkins Enterprise The Johns Hopkins Health Systems And The Johns Hopkins University

More information

SLA.11 Incident Reporting & Resolution

SLA.11 Incident Reporting & Resolution OIS Service Level Agreement FY 2012-2013 Version 6.0 The resolution of problems often requires a collaborative effort among a number of organizations and the people in those organizations. This section

More information

Deploying Cisco Unified Contact Center Express Volume 1

Deploying Cisco Unified Contact Center Express Volume 1 Deploying Cisco Unified Contact Center Express Volume 1 Course Introduction Learner Skills and Knowledge Course Goal and Course Flow Additional References Your Training Curriculum General Administration

More information

COUNTY OF ORANGE, CA Schedule 2D Service Desk Services SOW SCHEDULE 2D SERVICE DESK SERVICES SOW. for. Date TBD

COUNTY OF ORANGE, CA Schedule 2D Service Desk Services SOW SCHEDULE 2D SERVICE DESK SERVICES SOW. for. Date TBD SCHEDULE 2D SERVICE DESK SERVICES SOW for COUNTY OF ORANGE, CA Date TBD Schedule 2D Service Desk Services SOW Table of Contents 1.0 Service Desk Services Overview and Service Objectives... 1 1.1 Service

More information

Managed Services Agreement. Hilliard Office Solutions, Ltd. PO Box 52510 Phone: 432-617-4677 Midland, Texas 79710 Fax: 432-617-3043

Managed Services Agreement. Hilliard Office Solutions, Ltd. PO Box 52510 Phone: 432-617-4677 Midland, Texas 79710 Fax: 432-617-3043 Managed Services Agreement Hilliard Office Solutions, Ltd. PO Box 52510 Phone: 432-617-4677 Midland, Texas 79710 Fax: 432-617-3043 SERVICE DESCRIPTIONS By purchasing these Services from Hilliard Office

More information

Network Computing Architects Inc. (NCA) Network Operations Center (NOC) Services

Network Computing Architects Inc. (NCA) Network Operations Center (NOC) Services Network Computing Architects Inc. (NCA), provides outsourced IT services by monitoring and managing clients computing assets. Included Services: For all systems covered under NOC Support, the following

More information

Cisco Change Management: Best Practices White Paper

Cisco Change Management: Best Practices White Paper Table of Contents Change Management: Best Practices White Paper...1 Introduction...1 Critical Steps for Creating a Change Management Process...1 Planning for Change...1 Managing Change...1 High Level Process

More information

Analytics Reporting Service

Analytics Reporting Service 1. Rate per month $19.00 per user 2. General Overview: The provides the technologies for transforming large quantities of raw data into useable information serving the agency s functions. includes interactive

More information

Systems Support - Standard

Systems Support - Standard 1 General Overview This is a Service Level Agreement ( SLA ) between document: and Enterprise Windows Services to The technology services Enterprise Windows Services provides to the customer The targets

More information

Enterprise UNIX Services - Systems Support - Extended

Enterprise UNIX Services - Systems Support - Extended 1 General Overview This is a Service Level Agreement ( SLA ) between and Enterprise UNIX Services to document: The technology services Enterprise UNIX Services provides to the customer. The targets for

More information

[name of project] Service Level Agreement

[name of project] Service Level Agreement [name of project] Service Level Agreement Policies and Procedures Posting: Nov.2008 Rev# xxx CIO Sign-Off: Approved and Reviewed By: Date: Document ID: SLA Revision 001 Authors: Disclaimer: Document sign-off

More information

Syslog Server Configuration on Wireless LAN Controllers (WLCs)

Syslog Server Configuration on Wireless LAN Controllers (WLCs) Syslog Server Configuration on Wireless LAN Controllers (WLCs) Document ID: 107252 Contents Introduction Prerequisites Requirements Components Used Conventions Syslog Server Support on Wireless LAN Controllers

More information

University Systems Desktop Support Service Level Commitment

University Systems Desktop Support Service Level Commitment University Systems Desktop Support Service Level Commitment The Purpose of this Service Level Commitment (SLC) is to formally define the level of service University Systems will provide to UVic faculty,

More information

Sentinel Platform/Managed IT Services Agreement Page 1 of 6. 1. Term of Agreement

Sentinel Platform/Managed IT Services Agreement Page 1 of 6. 1. Term of Agreement Page 1 of 6 1. Term of Agreement This Agreement between, herein referred to as Client, and Word of Mouth Computers and Electronics, LLC hereinafter referred to as Service Provider, is effective on the

More information

APPENDIX 4 TO SCHEDULE 3.3

APPENDIX 4 TO SCHEDULE 3.3 EHIBIT J to Amendment No. 60 - APPENDI 4 TO SCHEDULE 3.3 TO THE COMPREHENSIVE INFRASTRUCTURE AGREEMENT APPENDI 4 TO SCHEDULE 3.3 TO THE COMPREHENSIVE INFRASTRUCTURE AGREEMENT EHIBIT J to Amendment No.

More information

Managed Security Services SLA Document. Response and Resolution Times

Managed Security Services SLA Document. Response and Resolution Times Managed Security Services SLA Document Appendix A Response and Resolution Times The following table shows the targets of response and resolution times for each priority level: Trouble Priority Response

More information

Service Level Agreement Technical Support. with. IPFW Lafayette Street Family Health Clinic

Service Level Agreement Technical Support. with. IPFW Lafayette Street Family Health Clinic INDIANA UNIVERSITY - PURDUE UNIVERSITY FORT WAYNE Service Level Agreement Technical Support with 1. Overview 1.1. This document describes the support Information Technology Services (ITS) provides the.

More information

HP PC Helpdesk Service

HP PC Helpdesk Service HP PC Helpdesk Service HP Care Pack Services Technical data HP PC Helpdesk Service gives professionals in small and medium-sized businesses access to advice and assistance for popular software applications,

More information

How To Manage Your Information Systems At Aerosoft.Com

How To Manage Your Information Systems At Aerosoft.Com Your information systems are at the heart of your businesses daily operation. System down time costs businesses a significant amount of money each year. Most problems that cause down time can be prevented

More information

Docufide Client Installation Guide for Windows

Docufide Client Installation Guide for Windows Docufide Client Installation Guide for Windows This document describes the installation and operation of the Docufide Client application at the sending school installation site. The intended audience is

More information

REQUEST FOR PROPOSAL INFORMATION TECHNOLOGY SUPPORT SERVICES

REQUEST FOR PROPOSAL INFORMATION TECHNOLOGY SUPPORT SERVICES CITY OF RICHLAND HILLS, TEXAS REQUEST FOR PROPOSAL INFORMATION TECHNOLOGY SUPPORT SERVICES Proposals will be received by the City of Richland Hills for Information Technology Support Services. Interested

More information

IT-P-001 IT Helpdesk IT HELPDESK POLICY & PROCEDURE IT-P-001

IT-P-001 IT Helpdesk IT HELPDESK POLICY & PROCEDURE IT-P-001 IT HELPDESK POLICY & PROCEDURE IT-P-001 Date:25 September, 2013 Amemberof, LAUREATE I'.;TlRNAT'Oi'lAl. UWII[RSITIB Stamford International University Policy Policy Statement This Policy has been written

More information

Fully Managed IT Support. Proactive Maintenance. Disaster Recovery. Remote Support. Service Desk. Call Centre. Fully Managed Services Guide July 2007

Fully Managed IT Support. Proactive Maintenance. Disaster Recovery. Remote Support. Service Desk. Call Centre. Fully Managed Services Guide July 2007 Fully Managed IT Support Proactive Maintenance Disaster Recovery Remote Support Service Desk Call Centre London Office ITVET Limited 2 nd Floor 145 157 St John Street London EC1V 4PY t: +44(0)8704 232

More information

Appendix D to DIR Contract No. DIR-SDD-2102. SYNNEX Corporation STATEMENT OF WORK / SUPPLEMENTAL AGREEMENT for <DIR CUSTOMER> END USER SERVICES

Appendix D to DIR Contract No. DIR-SDD-2102. SYNNEX Corporation STATEMENT OF WORK / SUPPLEMENTAL AGREEMENT for <DIR CUSTOMER> END USER SERVICES Appendix D to DIR Contract No. DIR-SDD-2102 SYNNEX Corporation STATEMENT OF WORK / SUPPLEMENTAL AGREEMENT for END USER SERVICES TABLE OF CONTENTS 1. Introduction... 3 2. Term of SOW...

More information

State of Wisconsin Initial Incident Triage Service Service Offering Definition (SOD)

State of Wisconsin Initial Incident Triage Service Service Offering Definition (SOD) State of Wisconsin Initial Incident Triage Service Service Offering Definition (SOD) Document Revision History Date Version Creator Notes 3/2/2011 1.4.1 Sandie Schultz Service tier information updated

More information

Those who wish to remotely log on to a Pepperdine Windows desktop computer will also need to have these instructions with them when they connect.

Those who wish to remotely log on to a Pepperdine Windows desktop computer will also need to have these instructions with them when they connect. Using Microsoft s Remote Desktop Connection (RDC) program, Pepperdine faculty and staff who use Macintosh and Windows computers can log on to Pepperdine s Remote Access Server (remoteaccess.pepperdine.edu)

More information

CITY OF MILTON REQUEST FOR PROPOSAL #09-001-ITS

CITY OF MILTON REQUEST FOR PROPOSAL #09-001-ITS CITY OF MILTON REQUEST FOR PROPOSAL #09-001-ITS to provide INFORMATION TECHNOLOGY SUPPORT SERVICES Issued: November 2, 2009 Submit completed application to: City of Milton 1000 Laurel Street Milton, WA

More information

ACDI s Professional Support Services

ACDI s Professional Support Services ACDI s Professional Support Services 01. Customer Engagement It s what sets us apart. Customer calls or emails ACDI with a support request between the hours of 8am and 6pm CST. Monday through Friday. At

More information

Huawei Enterprise Warranty for Barebone Servers

Huawei Enterprise Warranty for Barebone Servers Huawei Enterprise Warranty for Barebone Servers 2015-07-03 Copyright Huawei 2015. Page 1 of 5 Dear Partner, Thank you for choosing the products and services of Huawei. This document describes the warranty

More information

Planning and Administering Windows Server 2008 Servers

Planning and Administering Windows Server 2008 Servers Planning and Administering Windows Server 2008 Servers MOC6430 About this Course Elements of this syllabus are subject to change. This five-day instructor-led course provides students with the knowledge

More information

Customized Cloud Solution

Customized Cloud Solution Customized Cloud Solution (Overall Cloud Performance Expectations) Last Updated: June 5, 2012 Prepared by: Polleo Systems, Inc. Notice of Confidentiality: The enclosed material is proprietary to Polleo

More information

NetWrix USB Blocker. Version 3.6 Administrator Guide

NetWrix USB Blocker. Version 3.6 Administrator Guide NetWrix USB Blocker Version 3.6 Administrator Guide Table of Contents 1. Introduction...3 1.1. What is NetWrix USB Blocker?...3 1.2. Product Architecture...3 2. Licensing...4 3. Operation Guide...5 3.1.

More information

Managing and Maintaining Windows Server 2008 Servers (6430) Course length: 5 days

Managing and Maintaining Windows Server 2008 Servers (6430) Course length: 5 days Managing and Maintaining Windows Server 2008 Servers (6430) Course length: 5 days Course Summary: This five-day instructor-led course provides students with the knowledge and skills to implement, monitor,

More information

HDA Integration Guide. Help Desk Authority 9.0

HDA Integration Guide. Help Desk Authority 9.0 HDA Integration Guide Help Desk Authority 9.0 2011ScriptLogic Corporation ALL RIGHTS RESERVED. ScriptLogic, the ScriptLogic logo and Point,Click,Done! are trademarks and registered trademarks of ScriptLogic

More information

Naverisk 2013 R3 - Road Map

Naverisk 2013 R3 - Road Map Naverisk 2013 R3 - Road Map This document summarizes the new features and enhancements in the 2013 R3 release of Naverisk. Continuing the Naverisk rapid release program, we have taken partner feedback

More information

Increased operational efficiency by providing customers the ability to: Use staff resources more efficiently by reducing troubleshooting time.

Increased operational efficiency by providing customers the ability to: Use staff resources more efficiently by reducing troubleshooting time. , page 1 This chapter provides an overview of the Cisco Cisco Unified Communications Manager service and describes how to configure the Cisco Cisco Unified Communications Manager feature. The feature allows

More information

Data Center Colocation - SLA

Data Center Colocation - SLA 1 General Overview This is a Service Level Agreement ( SLA ) between and Data Center Colocation to document: The technology services Data Center Colocation provides to the customer The targets for response

More information

What is the Purpose of OA s Enterprise IT Helpdesk Procedure?... 2 How will Problems, Questions or Changes be entered?... 2

What is the Purpose of OA s Enterprise IT Helpdesk Procedure?... 2 How will Problems, Questions or Changes be entered?... 2 PROCEDURES FOR REPORTING REMEDY APPLICATION PROBLEMS AND ISSUES PROCEDURES FOR REPORTING REMEDY APPLICATION PROBLEMS AND ISSUES... 2 What is the Purpose of OA s Enterprise IT Helpdesk Procedure?... 2 How

More information

Service Catalog. it s Managed Plan Service Catalog

Service Catalog. it s Managed Plan Service Catalog Service Catalog it s Managed Plan Service Catalog 6/18/2012 Document Contents Contents Document Contents... 2 Overview... 3 Purpose... 3 Product Description... 3 Plan Overview... 3 Tracking... 3 What is

More information

Dell KACE K1000 System Management Appliance Version 5.4. Service Desk Administrator Guide

Dell KACE K1000 System Management Appliance Version 5.4. Service Desk Administrator Guide Dell KACE K1000 System Management Appliance Version 5.4 Service Desk Administrator Guide October 2012 2004-2012 Dell Inc. All rights reserved. Reproduction of these materials in any manner whatsoever without

More information

Version Date Description Author(s) 1.0 2/17/2014 Initial SLA Created ITC Administration

Version Date Description Author(s) 1.0 2/17/2014 Initial SLA Created ITC Administration IT Service Level Agreement (SLA) for users supported by the BEI Pilot Cluster in the departments of Biological Chemistry, Neurobiology, Neurology, and Pharmacology by the Information Technology Center

More information

Dynatrace Support Policy

Dynatrace Support Policy Dynatrace Support Policy Standard Support March 2015 v2 Dynatrace TECHNICAL Support ENGINEERING TEAM The Dynatrace Support team consists of seasoned technical professionals dedicated to helping you optimize

More information

How to integrate Verax NMS & APM with Verax Service Desk

How to integrate Verax NMS & APM with Verax Service Desk How to integrate Verax NMS & APM with Verax Service Desk Table of contents Abstract... 3 1. Configuring Service Desk notification profile in Verax Administrator Console... 4 2. Configuring incident categories

More information

Troubleshooting and Maintaining Cisco IP Networks Volume 1

Troubleshooting and Maintaining Cisco IP Networks Volume 1 Troubleshooting and Maintaining Cisco IP Networks Volume 1 Course Introduction Learner Skills and Knowledge Course Goal and E Learning Goal and Course Flow Additional Cisco Glossary of Terms Your Training

More information

Enable Connectivity for 3PAR Storage:

Enable Connectivity for 3PAR Storage: Enable Connectivity for 3PAR Storage: Call Home Benefit: Periodically, the Service Processor transfers the diagnostic information such as system health information, configuration data, performance data,

More information

Service Level Agreement for Database Hosting Services

Service Level Agreement for Database Hosting Services Service Level Agreement for Database Hosting Services Objective Global Service Levels include the general areas of support that are applicable to every ITS service. The purpose of the Service Level Agreement

More information

SEP Support Definitions and Services

SEP Support Definitions and Services SEP Support Definitions and Services (For customers with valid Support Contracts signed before 01.03.2015 the conditions from this document are applicable.) Introduction SEP AG provides a variety of support

More information

Storage Area Network (SAN) Services - SLA

Storage Area Network (SAN) Services - SLA 1 General Overview This is a Service Level Agreement ( SLA ) between the customer and the Enterprise Storage and Backup Group (SBG) to document: The technology services SBG provides to the customer The

More information

HP IT Professional Help Desk for SMB Service HP Care Pack Services

HP IT Professional Help Desk for SMB Service HP Care Pack Services HP IT Professional Help Desk for SMB Service HP Care Pack Services Technical data HP IT Professional Help Desk for SMB Service gives Small to Medium Business customers a single source of 2nd and 3rd Level

More information

Course Description. Course Audience. Course Outline. Course Page - Page 1 of 12

Course Description. Course Audience. Course Outline. Course Page - Page 1 of 12 Course Page - Page 1 of 12 Windows 7 Enterprise Desktop Support Technician M-50331 Length: 5 days Price: $2,795.00 Course Description This five-day instructor-led course provides students with the knowledge

More information

Ohio University Office of Information Technology

Ohio University Office of Information Technology Standard Desktop Support General Overview Standard Desktop Support service level of the Office of Information Technology (OIT) is comprised of: The Standard Desktop Support (SDS) Service The general levels

More information

CLASS SPECIFICATION Systems Support Analyst I

CLASS SPECIFICATION Systems Support Analyst I San Diego Unified Port District Class Code: B837-UE03 CLASS SPECIFICATION Systems Support Analyst I FLSA Status: EEOC Job Category: Classified: Union Representation: Exempt Professionals No Unrepresented

More information

OMU350 Operations Manager 9.x on UNIX/Linux Advanced Administration

OMU350 Operations Manager 9.x on UNIX/Linux Advanced Administration OMU350 Operations Manager 9.x on UNIX/Linux Advanced Administration Instructor-Led Training For versions 9.0, 9.01, & 9.10 OVERVIEW This 5-day instructor-led course focuses on advanced administration topics

More information

CRS 4.x: Automatic Work and Wrap up Time Configuration Example

CRS 4.x: Automatic Work and Wrap up Time Configuration Example CRS 4.x: Automatic Work and Wrap up Time Configuration Example Document ID: 91889 Contents Introduction Prerequisites Requirements Components Used Conventions Configure Automatic Work and Wrap up Time

More information

Software Maintenance Program Handbook Handbook for Open Text Products

Software Maintenance Program Handbook Handbook for Open Text Products Software Maintenance Program Handbook Handbook for Open Text Products July 2013 Version 8 Page 1 Contents 1. Introduction... 4 2. Support Services... 5 2.1 General... 5 2.1.1 Hours and OTC Support Services

More information

Excelsior Springs School District Technology Department Service Level Agreement

Excelsior Springs School District Technology Department Service Level Agreement Excelsior Springs School District Technology Department Service Level Agreement Updated 10/4/2013 The Excelsior Springs School District (ESSD) Technology Department is committed to providing quality customer

More information

APM Support Services Guide

APM Support Services Guide COMPUWARE APM APM Support Services Guide December 2013 COMPUWARE APM SUPPORT SERVICES GUIDE When you partner with Compuware, you get the education, advice and direct support you need to maximize the benefits

More information

Customer Support Policy

Customer Support Policy Customer Support Policy This Customer Support Policy ( Policy ) describes the Support that Invenias provides to Customers that have paid all applicable fees and that are using Licensed Software in a Supported

More information

Securing Ground Control Systems

Securing Ground Control Systems Securing Ground Control Systems Computer Sciences Corporation Mary Hunter / Tracy Dorsey 1 Securing Satellite Ground Control Systems! Ensure real-time command and control functions performed by flight

More information

School of Engineering Local Services Printing Service Level Agreement ITS. The Jack Baskin School of Engineering

School of Engineering Local Services Printing Service Level Agreement ITS. The Jack Baskin School of Engineering SOE Printing Local Service Level Agreement 2008/09 School of Engineering Local Services Printing Service Level Agreement by ITS for The Jack Baskin School of Engineering Effective Date: TBA Document Owner:

More information

Cisco Unified Communications Remote Management Services

Cisco Unified Communications Remote Management Services Cisco Unified Communications Remote Management Services What You Will Learn Our remote, high-visibility, co-management approach gives you complete ownership and control of your converged network. Cisco

More information

Dell KACE K1000 Management Appliance. Service Desk Administrator Guide. Release 5.3. Revision Date: May 13, 2011

Dell KACE K1000 Management Appliance. Service Desk Administrator Guide. Release 5.3. Revision Date: May 13, 2011 Dell KACE K1000 Management Appliance Service Desk Administrator Guide Release 5.3 Revision Date: May 13, 2011 2004-2011 Dell, Inc. All rights reserved. Information concerning third-party copyrights and

More information

Configure Backup Server for Cisco Unified Communications Manager

Configure Backup Server for Cisco Unified Communications Manager Configure Backup Server for Cisco Unified Communications Manager Document ID: 110309 Contents Introduction Prerequisites Requirements Components Used Conventions Configure a Backup Server for Cisco Unified

More information

HL2170W Windows Network Connection Repair Instructions

HL2170W Windows Network Connection Repair Instructions Difficulty printing from your PC can occur for various reasons. The most common reason a networked Brother machine may stop printing, is because the connection between the computer and the Brother machine

More information

mbits Network Operations Centrec

mbits Network Operations Centrec mbits Network Operations Centrec The mbits Network Operations Centre (NOC) is co-located and fully operationally integrated with the mbits Service Desk. The NOC is staffed by fulltime mbits employees,

More information

Database Replication Error in Cisco Unified Communication Manager

Database Replication Error in Cisco Unified Communication Manager Database Replication Error in Cisco Unified Communication Manager Document ID: 100781 Contents Introduction Prerequisites Requirements Components Used Conventions Use Unifed Reports to Debug Replication

More information

Service Level Agreement

Service Level Agreement Service Level Agreement Addendum Dedicated Server Managed Server Service Versie 1.0 6/08/2012 Telenet N.V.-S.A., Liersesteenweg 4, 2800 Mechelen, Belgium l BTW-TVA BE0473.416.418 RPR-RPM Mechelen l IBAN

More information

REMOTE IT INFRASTRUCTURE MANAGEMENT SERVICES

REMOTE IT INFRASTRUCTURE MANAGEMENT SERVICES REMOTE IT INFRASTRUCTURE MANAGEMENT SERVICES ALWAYS ALERT WE ARE ALERT As a seasoned player in Remote Infrastructure Management services, we truly understand the vulnerability of compute Infrastructure

More information

Windows XP/Vista/7 Pro, Server 2003/2008 32/64 Yes Yes Yes. Maximum Possible Accounts 100 25,000 Unlimited

Windows XP/Vista/7 Pro, Server 2003/2008 32/64 Yes Yes Yes. Maximum Possible Accounts 100 25,000 Unlimited Patriot 6 Feature Comparison Features Supported by Version Lite Pro Enterprise Windows XP/Vista/7 Pro, Server 2003/2008 32/64 Maximum Possible Accounts 100 25,000 Unlimited Maximum Concurrent Users 1 Limited

More information

Intrado Inc. (as successor in interest to Connexon Telecom Inc) Support Policy

Intrado Inc. (as successor in interest to Connexon Telecom Inc) Support Policy (as successor in interest to Connexon Telecom Inc) Version L_September 2 nd 2014 Contents INTRADO SUPPORT POLICY... 1 1 OVERVIEW... 2 2 SUPPORT SERVICES... 3 2.1 What is included in the Intrado Support

More information

TECHNICAL SUPPORT. and HARDWARE/SOFTWARE/NETWORK MAINTENANCE. for IU SCHOOL OF MEDICINE FORT WAYNE

TECHNICAL SUPPORT. and HARDWARE/SOFTWARE/NETWORK MAINTENANCE. for IU SCHOOL OF MEDICINE FORT WAYNE IT Services Service Level Agreement TECHNICAL SUPPORT and HARDWARE/SOFTWARE/NETWORK MAINTENANCE for IU SCHOOL OF MEDICINE FORT WAYNE IT Services Service Level Agreement: IU School of Medicine - Ft. Wayne

More information

ITIL Incident Management Process & CRS Client Installation Training Class Outline

ITIL Incident Management Process & CRS Client Installation Training Class Outline ITIL Incident Management Process & CRS Client Installation Training Class Outline 1. Help Desk Training a. Double feature i. Information Technology Management (ITM), Operations Information Technology Infrastructure

More information

TECHNICAL SUPPORT. and HARDWARE/SOFTWARE/NETWORK MAINTENANCE. for PLACEMENT TESTING LAB

TECHNICAL SUPPORT. and HARDWARE/SOFTWARE/NETWORK MAINTENANCE. for PLACEMENT TESTING LAB IT Services Service Level Agreement TECHNICAL SUPPORT and HARDWARE/SOFTWARE/NETWORK MAINTENANCE for PLACEMENT TESTING LAB IT Services Service Level Agreement:Placement Testing Lab This service level agreement

More information

State of Wisconsin DET File Transfer Protocol Service Offering Definition (FTP & SFTP)

State of Wisconsin DET File Transfer Protocol Service Offering Definition (FTP & SFTP) State of Wisconsin DET File Transfer Protocol Service Offering Definition (FTP & SFTP) Document Revision History Date Version Creator Notes File Transfer Protocol Service Page 2 7/7/2011 Table of Contents

More information

Configuring Cisco CallManager IP Phones to Work With IP Phone Agent

Configuring Cisco CallManager IP Phones to Work With IP Phone Agent Configuring Cisco CallManager IP Phones to Work With IP Phone Agent Document ID: 40564 Contents Introduction Prerequisites Requirements Components Used Conventions Configuration Procedures in Cisco CallManager

More information

Konica Minolta s Optimised Print Services (OPS)

Konica Minolta s Optimised Print Services (OPS) Konica Minolta s Optimised Print Services (OPS) Document Collection Agent (DCA) Detailed Installation Guide V1.6 Page 1 of 43 Table of Contents Notes... 4 Requirements... 5 Network requirements... 5 System

More information

DESKTOP SUPPORT SERVICE LEVEL AGREEMENT

DESKTOP SUPPORT SERVICE LEVEL AGREEMENT DESKTOP SUPPORT SERVICE LEVEL AGREEMENT Pace University and Client Support Offices Summary This document covers the desktop support services offered from the Client Support Office for Pace University members.

More information

RIM TECHNICAL SUPPORT

RIM TECHNICAL SUPPORT RIM TECHNICAL SUPPORT Service Level Agreement September 2015 PAREXEL INTERNATIONAL / + 1 781 487 9900 / WWW.PAREXEL.COM 2014 PAREXEL INTERNATIONAL CORPORATION. ALL RIGHTS RESERVED. Maintenance A subscription

More information

DVQ-2, DMR8RT, DMR16RT QUICK-START GUIDE

DVQ-2, DMR8RT, DMR16RT QUICK-START GUIDE DVQ-2, DMR8RT, DMR16RT QUICK-START GUIDE IMPORTANT!!! PLEASE READ BEFORE OPERATING YOUR DVR Ready to go, right out of the box! This digital video recorder is designed to function right out of the box.

More information

IT Sr. Systems Administrator

IT Sr. Systems Administrator IT Sr. Systems Administrator Location: [North America] [United States] [Monrovia] Category: Information Technology Job Type: Open-ended, Full-time PURPOSE OF POSITION: Systems Administrators and Engineers

More information

SaaS Terms & Conditions

SaaS Terms & Conditions SaaS Terms & Conditions These SaaS Terms and Conditions ( SaaS Terms ) are part of the Serraview Services Agreement ( Agreement ) which governs Client s (also referred to herein as you or your ) use of

More information

Information Technology Solutions

Information Technology Solutions Managed Services Information Technology Solutions A TBG Security Professional Services Offering LET TBG MANAGE YOUR INFRASTRUCTURE WITH CONFIDENCE: TBG S INTEGRATED IT AUTOMATION FRAMEWORK PROVIDES: Computer

More information

PLUMgrid Toolbox: Tools to Install, Operate and Monitor Your Virtual Network Infrastructure

PLUMgrid Toolbox: Tools to Install, Operate and Monitor Your Virtual Network Infrastructure Toolbox: Tools to Install, Operate and Monitor Your Virtual Network Infrastructure Introduction The concept of Virtual Networking Infrastructure (VNI) is disrupting the networking space and is enabling

More information

SharePoint Administrator

SharePoint Administrator SharePoint Administrator Location: [Asia & Pacific] [Malaysia] [Petaling Jaya] Category: Information Technology Job Type: Fixed term, Full-time PURPOSE OF POSITION: SharePoint Administrators are responsible

More information

Xerox 700 Digital Color Press with Integrated Fiery Color Server. Utilities

Xerox 700 Digital Color Press with Integrated Fiery Color Server. Utilities Xerox 700 Digital Color Press with Integrated Fiery Color Server Utilities 2008 Electronics for Imaging, Inc. The information in this publication is covered under Legal Notices for this product. 45072726

More information

BridgeConnex Statement of Work Managed Network Services (MNS) & Network Monitoring Services (NMS)

BridgeConnex Statement of Work Managed Network Services (MNS) & Network Monitoring Services (NMS) BridgeConnex Statement of Work Managed Network Services (MNS) & Network Monitoring Services (NMS) 1. Introduction This Statement of Work (SOW) is an appendix to the existing Master Services Agreement between

More information

ExDesk s Quick Start Account Configuration Guide

ExDesk s Quick Start Account Configuration Guide ExDesk s Quick Start Account Configuration Guide 1. Some Quick Definitions 2. Account Creation 3. The Decisions 4. Customizing your ExDesk account 5. Creating Admins 6. Creating additional Clients 7. Sharing

More information

ADVANCED CUSTOMER SUPPORT ORACLE FUNCTIONAL HELP DESK EXHIBIT

ADVANCED CUSTOMER SUPPORT ORACLE FUNCTIONAL HELP DESK EXHIBIT ADVANCED CUSTOMER SUPPORT ORACLE FUNCTIONAL HELP DESK EXHIBIT This exhibit incorporates by reference the terms of the order for Oracle Functional Help Desk services. A. Definitions. End Users means those

More information

MFC8890DW Vista Network Connection Repair Instructions

MFC8890DW Vista Network Connection Repair Instructions Difficulty printing from your PC can occur for various reasons. The most common reason a networked Brother machine may stop printing, is because the connection between the computer and the Brother machine

More information

BabyWare Imperial PC Software

BabyWare Imperial PC Software Overview (see page 1) Things You Should Know (see page 1) Getting Started (see page 2) Licenses and Registration (see page 6) Usernames Passwords and Login (see page 7) BabyWare Imperial PC Software Overview

More information

Select IT Consulting Services RFP 11-01 Technical and Network Support Specialist Services (Lot Group C)

Select IT Consulting Services RFP 11-01 Technical and Network Support Specialist Services (Lot Group C) Computer/Application Support Specialist Computer/Application Support Specialist 1 Typical Functions: Preferred This function requires business work experience with Windows XP, IT experience, work experience

More information

Planning and Administering Windows Server 2008 Servers

Planning and Administering Windows Server 2008 Servers Planning and Administering Windows Server 2008 Servers Course 6430 Five days Instructor-led Introduction Elements of this syllabus are subject to change. This five-day instructor-led course provides students

More information

Instructions for Activating and Configuring the SAFARI Montage Managed Home Access Software Module

Instructions for Activating and Configuring the SAFARI Montage Managed Home Access Software Module Instructions for Activating and Configuring the SAFARI Montage Managed Home Access Software Module ~ Please read these instructions in their entirety before you begin. ~ These instructions explain how

More information

Orientation Course - Lab Manual

Orientation Course - Lab Manual Orientation Course - Lab Manual Using the Virtual Managed Workplace site for the lab exercises Your instructor will provide the following information before the first lab exercise begins: Your numerical

More information

Project Server 2013 Inside Out Course 55034; 5 Days, Instructor-led

Project Server 2013 Inside Out Course 55034; 5 Days, Instructor-led Project Server 2013 Inside Out Course 55034; 5 Days, Instructor-led Course Description This course will teach you how to work with Microsoft Project Server 2013. You will also create and manage projects

More information

Unicenter Workload Control Center r1 SP4. Server Status Troubleshooting Guide

Unicenter Workload Control Center r1 SP4. Server Status Troubleshooting Guide Unicenter Workload Control Center r1 SP4 Server Status Troubleshooting Guide Table of Contents 1 Introduction 3 2 Information Page 3 3 Server Status Portlet 3 3.1 Configuration User Usage... 3 3.2 Troubleshooting

More information

IT INFRASTRUCTURE MANAGEMENT SERVICE ADDING POWER TO YOUR NETWORKS

IT INFRASTRUCTURE MANAGEMENT SERVICE ADDING POWER TO YOUR NETWORKS IT INFRASTRUCTURE MANAGEMENT SERVICE ADDING POWER TO YOUR NETWORKS IT INFRASTRUCTURE MANAGEMENT SERVICES Nortech Remote management IT security Services provide around clock remote Management, real time

More information

TECHNICAL SUPPORT. and HARDWARE/SOFTWARE/NETWORK MAINTENANCE. for SCHOOL OF EDUCATION DOLNICK CENTER

TECHNICAL SUPPORT. and HARDWARE/SOFTWARE/NETWORK MAINTENANCE. for SCHOOL OF EDUCATION DOLNICK CENTER IT Services Service Level Agreement TECHNICAL SUPPORT and HARDWARE/SOFTWARE/NETWORK MAINTENANCE for SCHOOL OF EDUCATION DOLNICK CENTER IT Services Service Level Agreement: School of Education Dolnick Center

More information

Monthly Fee Per Server 75/month 295/month 395/month Monthly Fee Per Desktop/Notebook/ 15/month 45/month 55/month

Monthly Fee Per Server 75/month 295/month 395/month Monthly Fee Per Desktop/Notebook/ 15/month 45/month 55/month SERVICE COVERAGE AND FEE SCHEDULE Base Package Fees Monthly Fee Per Server 75/month 295/month 395/month Monthly Fee Per Desktop/Notebook/ 15/month 45/month 55/month Live Desk Services Live Desk Telephone

More information