Office of Information Technology Addendum to Managed Workstation Service Level Agreement

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1 Office of Information Technology Addendum to Managed Workstation Service Level Agreement This Addendum further defines and explains the Basic Support, Extended Support and Premium Support Level Services provided by the Office of Information Technology (OIT) to campus entities under the Managed Workstation Service Level Agreement (SLA).... Definitions Basic Support Level Services 1 Extended Support Level Services..4 Contents Premium Support Level Services..5 Services Not Provided by OIT...5 SLA Changes and Renewal Definitions The following three definitions are used in the SLA and this Addendum. Supported Unit ( the Unit ) The entity of NC State University (e.g., college, department, office, individual) that will be receiving from OIT the support services covered by the SLA. Supported Workstation ( Workstation ) A desktop computer, laptop or other device that has been inventoried by OIT and will be receiving the support services covered by the SLA. NOTE: In this document, the term Workstation applies to only these inventoried devices. Supported User ( User ) An individual in the Unit who operates a Workstation. Basic Support Level Services Basic Support Level Services are available to a Unit that needs only light-touch support. With this level, OIT offers a secure, flexible computing environment with very limited hands-on assistance. Support delivery The OIT delivers its Managed Workstation Support in collaboration of the following providers of environment, hardware and application support services: groups within OIT (NC State Help Desk; Infrastructure, Systems and Operations; Communication Technologies; and Client Solutions) groups within NC State University external groups (e.g., Dell, Lenovo, Apple, Microsoft) Normally, OIT will be the liaison between the Unit and these groups, but the Unit may occasionally need to interact directly with them. Workstation inventory A full inventory of the Workstations will be taken and included as an appendix to the SLA. Workstation image and licensed software Basics For each Workstation, OIT will provide and manage licenses and services, including: o OIT standard Windows OS image o Adobe Acrobat Pro o Microsoft Office suite o Antivirus software (for details, see Antivirus Resources at NC State) o drivers for the Unit s network printers

2 OIT Addendum to Managed Workstation SLA o Workstation management agents, including patching, remote assistance, inventory o WolfTech Active Directory membership Software inventory A software agent will be installed on each Workstation in order to: o use remote and automated management technology effectively o allow an inventory of the Workstation so that reports can be generated and reviewed as necessary. Software metering OIT will produce a software metering report, available on request, that: o Shows the number of software copies that are deployed on each Workstation in the Unit o Shows how much each copy is being used o Helps the Unit decide whether to purchase more or fewer licenses in the future o Lets the Unit know if there are too few licenses for its existing software so that it can purchase extra ones as needed to avoid breach of license agreements and possible legal action. Patching of image and OIT-provided applications OIT will deploy standard operating system updates and application patches to each Workstation in the Unit on a regular schedule. Occasional emergency patches (for high-risk vulnerabilities that could allow intruders to hijack or abuse the Workstations) will be delivered with as much prior notice as is possible. Additional application If a User needs an additional application, the Unit will need to request it via the NC State Help Desk. Subject to licensing restrictions and availability from the OIT software library, the User s Workstation will be added to the proper software distribution group in Active Directory and the Workstation Management Tools. The application will then be installed automatically and should require no User intervention. Re-imaging The Managed Workstation Tools allow a Workstation to be automatically configured for a complete format and reinstallation of its operating system, patches and required software. Re-imaging may be done as needed or on a previously arranged schedule. Network shares (file space) OIT will provide a network share for the Unit and a standard Home directory for each User. For details on share size and purchasing extra space, see OIT Managed Desktop Cost Model. Access to shares o The Unit share and Home directories will be accessible in Windows via native and Common Internet File Systems (CIFS) protocols and in Mac via Server Message Block (SMB) protocol. o Each User will have a drive letter (S:) mapped to the Unit network share and will have full access to the top level of the share by default. o A User may contact the Help Desk for assistance with managing folder and file permissions within the Unit network share. Off-campus access Access to network shares from off-campus will require the use of a Virtual Private Network client. No Web-based access to the Unit share or a Home directory is currently available. Managed network services Connectivity OIT will provide basic networking support for a new Workstation, reconnection for a User who is relocated on campus, wireless registration of mobile device, and assistance with remote connection to NC State s network. Network port relocation and activation For a relocated User, the Unit will be responsible for submitting a work request to ComTech to move the User s network port and activate it. Activation must be completed before OIT can reconnect the User s Workstation. Workstation relocation and reconnection The Unit will be responsible for moving a User s Workstation to the location where it will be used as well as moving any furniture needed to give OIT access to the activated network outlet. OIT will then reconnect the peripherals (e.g., monitor, mouse, keyboard) and restore network connectivity. Page 2 of 6

3 OIT Addendum to Managed Workstation SLA Telephony service The Unit will be responsible for contacting ComTech to relocate and reactivate telephony service. Once reactivation is complete, OIT may provide limited assistance with reconnecting a VoIP telephone handset. Printer services Connectivity and drivers OIT will provide support to connect the Unit s network printers (e.g., IP assignments, port activation), create the appropriate print queues on the OIT-provided print servers and install the necessary print drivers on the Workstations. Troubleshooting OIT will provide basic troubleshooting of printer problems as they occur, Routine maintenance The Unit will be responsible for clearing paper jams; refilling ink, toner and paper trays; installing other consumable parts (e.g., fuser kits), and performing physical repairs to Unit-owned printers. User training Training classes and materials OIT may arrange or conduct training classes and or distribute self-paced educational materials throughout the year on various popularly requested, User-specific and LAN Tech-specific topics (e.g., basic Windows 7, Active Directory, MS Office, ). Training by external organizations If external training organizations are employed for any classes, the Unit must approve and bear the costs for its support staff s attendance. Help Help calls OIT will provide basic telephone assistance for Users and Workstations, including assistance via remotely controlling an affected workstation in order to resolve issues. To request assistance, call HELP (4357) or send an to On-site help No on-site or in-person visits will be offered by OIT. Help after business hours and on holidays o Scope OIT will maintain an after-hours, on-call rotation to assist with major service outages. This service is for major service disruptions only. It is not intended for everyday issues (e.g., printer problems, specific application issues) unless they are caused by a wider service outage. o Reporting a major service outage after hours 1. Call the NC State Help Desk at HELP (4357). 2. At the main prompt, enter Leave a message with all pertinent information about the problem. The message will be digitized and ed to the on-call staff member. 4. OIT will determine if a systemic problem needs to be addressed (e.g., no MyPack Portal access, disrupted VPN services, services not working). 5. If the problem affects more than one User, the on-call staff member will contact the appropriate Tier 3 support personnel. 6. When the cause of the problem has been identified, the User who reported the outage will be notified that it is being addressed and again when the problem has been resolved. Hardware The Unit will be responsible for obtaining help with Workstation hardware issues from local support staff or the vendor. Page 3 of 6

4 Extended Support Level Services OIT Addendum to Managed Workstation SLA Extended Support Level Services are available to a Unit that does not have dedicated IT support staff and that requires responsive and personalized assistance. A Unit supported at this level can rely on OIT to provide full workstation support services, dedicated support staff and hardware warranty support. All Basic Support Level Services Extended Support Level Services include all the services offered at the Basic Support Level and extend the scope of some of them as specified below. On-site Workstation hardware support OIT will provide on-site visits for Unit-owned Workstations. OIT will arrange for replacement parts and perform repairs of a manufacturer-warranted, Unit-owned Workstation. OIT will, at its option, repair a Workstation on site or at its offices. For off-site repairs, OIT is responsible for the on-campus pickup and delivery of a Workstation or affected parts. An off-campus Workstation requiring repairs must be delivered to OIT. For a Workstation that is not manufacturer-warranted, the Unit is responsible for acquiring replacement parts but may, with prior approval, allow OIT to do so and charge-back the costs. Limited use of a loaner Workstation If repair of a warranted Workstation requires an extended period of time, a temporary loaner Workstation can be configured for the affected User. OIT will arrange a suitable time to return the repaired Workstation to service. If a failed Workstation is not manufacturer-warranted and OIT determines that repair is not feasible (e.g., not upgradable to current specifications, difficult to obtain parts), OIT will inform the Unit and extend the use of the loaner Workstation, up to a maximum of one week. Networked printing support WolfCopy-supplied device o The Unit will be responsible for contacting WolfCopy support technicians concerning network connectivity and maintenance. o The Unit will be responsible for configuration, address book and associated data. o The Unit will be responsible for the physical maintenance, repairs, relocation, and consumables (e.g., toner, ink, paper, fuser kit). Unit-owned device o OIT will provide basic connectivity but very limited support for a Unit-owned, network-attached device. o The Unit will be responsible for configuration, address book and associated data. o The Unit will be responsible for the installation, physical maintenance, software patching, repairs, relocation, and consumables (e.g., toner, ink, paper, fuser kit). Limited technical consultation for Unit IT projects OIT will review basic technical constructs and serve as a sounding board. Consultation on any Unit project will be limited to four hours. If a Unit project will require a significant time allocation from OIT, a separate statement of work will be provided and additional services may be contracted at an accommodating rate. Unless otherwise negotiated, OIT shall not be responsible for the planning, integration, installation, or maintenance of any Unit project or for the management of any Unit service. Page 4 of 6

5 Premium Support Level Services OIT Addendum to Managed Workstation SLA Premium Support Level Services are available to a Unit that provides critical services for campus and requires immediate, priority and personalized assistance. All Basic and Extended Support Level Services Premium Support Level Services include all the services offered at the Basic and Extended Support Levels and extend the scope of some of them as specified below. OIT-owned Workstations provided to the Unit OIT will provide an OIT-recommended Workstation from the university s Marketplace system to each User and will manage its life cycle. Each Workstation will be warranted and replaced on a four-year basis. OIT will be responsible for all repairs and maintenance. If the Unit requires an additional Workstation, OIT will provide an $800 allowance, and the Unit will be responsible for the remainder of the cost. Such a purchase may be subject to the approval process covered by the Combined Price Initiative or to state purchasing limitations. Loaner replacement for a failed desktop Workstation within four business hours OIT will, at its option, repair a failed desktop Workstation or replace it with a suitably comparable loaner Workstation within four business hours of a reported failure. After warranted repairs are made to the failed desktop Workstation, OIT will arrange a time to return it to service. Help call precedence A help call from a Premium Support Level client will take precedence over calls from Basic and Extended Support Level clients. One-hour, on-site response during normal business hours If a problem cannot be resolved using OIT s remote control tools or by troubleshooting with the User to over the phone, an OIT technician will be sent to an on-campus location within one business hour of the logged help call. Direct access to higher tiers of support Given the high profile and pressing needs of a Premium Level client, its Users may expedite their requests by contacting OIT directly, bypassing the first tier of support. Services Not Provided by OIT Below are examples of services not provided by OIT under the SLA and for which the Unit will be responsible. However, OIT will be pleased to furnish a separate statement of work for providing any of these services. Workstations Relocating or reconnecting a Workstation or its peripherals after it has been placed where it will be used Moving furniture to gain access to power or network outlets Preparing a Unit-owned Workstation for surplus or sending it to surplus. Data backup and recovery Backing up or restoring data from a Workstation that needs to be re-imaged or to have its hard drive wiped Recovering data from a Workstation s failed hard drive (third-party, for-pay data recovery services are available) Page 5 of 6

6 OIT Addendum to Managed Workstation SLA Software Software licenses for unsupported Unit machines For any software installed on a desktop or laptop that is not covered by the SLA, the Unit will need to acquire a license through OIT s Software License Management department. Patching of Unit-specific applications If such patching is possible with OIT s tools, the Unit may negotiate this separately with OIT Evaluating and testing of Unit-owned software, including applications developed by third parties, software purchased from a vendor, or systems developed by the Unit Evaluating and testing of Unit-owned hardware Printers and copiers Acquiring, installing or repairing of printers and copiers Acquiring or managing printer or copier consumables (e.g., toner, ink, print head, carriage, fuser kit) Clearing paper jams, refilling paper trays or cleaning toner spills Relocating network printers Additional service request Additional service request, fee or associated charge required by an external entity (e.g., charge by ComTech for port activation) SLA Changes and Renewal SLA Termination If the Unit wishes to terminate the SLA, it must deliver to OIT a 90-day written notice of intent. Amendment Approval Both the Unit and OIT must approve any amendment and attach it to the SLA as an appendix. Amendment Reduction To reduce amendments resulting from changes in Workstation count, the following criteria will be used: If Workstation count increases or decreases by no more than 10%: o The SLA will not be amended or renegotiated before the renewal date. o OIT will support the additional Workstations. o The currently billed rate will remain in effect. If Workstation count increases or decreases by more than 10%: o OIT will amend the SLA to reflect the change in terms and billing. o The Unit will fund the additional Workstations. OUC Change If the Unit splits into more than one OUC during the term of this SLA, the SLA shall remain in effect until its renewal period, wherein a new SLA will be negotiated with the new Unit(s). The Unit will provide any unit billing code changes to OIT as soon as possible. Renegotiation and Renewal The OIT Managed Desktop Cost Model and the SLA will be renegotiated each April, prior to the start of the fiscal year (e.g., for an SLA covering FY (July 1, June 30, 2015), review and renegotiation would occur in April 2014). The Unit will discuss its support needs with OIT and select an appropriate support level. Cost will be adjusted in accordance with changes in rates or support level. Page 6 of 6

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