Office of Information Technology (OIT) OIT Managed Desktop Support SLA Addendum Definitions and Details

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "Office of Information Technology (OIT) OIT Managed Desktop Support SLA Addendum Definitions and Details"

Transcription

1 Office of Information Technology (OIT) OIT Managed Desktop Support SLA Addendum Definitions and Details 1. Supported Users, Workstations, and Laptops This Service Level Agreement (SLA) Addendum further defines and explains the support services offered to workstations and laptops supported by the Office of Information Technology (OIT). Supported workstations and laptops will be fully inventoried and included as an appendix to the SLA when that information is available. 2. Desktop Support Services Provided by OIT The OIT Managed Desktop Service is delivered through the collaboration of various groups within OIT (e.g., NC State Help Desk; Infrastructure, Systems and Operations; Communication Technologies; and Client Solutions), groups within NC State University and external groups (e.g., Dell, Lenovo, Apple, Microsoft). These groups provide its environmental, hardware, and application support services. While OIT will be the liaison between its clients and these departments, direct interaction by the supported departments and these service providers may be necessary at times. There are three levels of support offered to departments under OIT s standard SLA structure. These levels are named Premium, Extended and Basic and a department may only choose one level to cover all workstations in a department. BasicSupport To accommodate departments and colleges who need light-touch support, OIT offers a secure, and flexible computing environment with very limited hands-on assistance. Within the Basic Support level, hardware issues will be handled through local support staff or directly with the vendor. Basic telephone and remote control support will be available, but no on-site support will be made available to the department. 2.1 Basic remote assistance from OIT for supported desktop images and applications OIT will provide basic telephone assistance for users and workstations covered under this SLA, including assistance via remotely controlling the affected workstation in order to resolve issues. No on-site or in-person visits will be offered by OIT for workstations covered by the Basic Support option. To begin a request for assistance, users may call HELP or send an to 2.2 Migration of data and workstations to the new Active Directory computing environment OIT will begin migrating customers away from the existing Novell environments and replacing the network authentication mechanisms, underlying file storage and print server infrastructure. In addition, the local XP operating system (OS) of workstations will be replaced with Windows 7 where appropriate. The new underlying management and authentication mechanisms will be dependent on the Wolftech Active Directory currently deployed and used throughout the university and will give the support staff much better control of some aspects of its daily support. This move will also synchronize usernames and passwords to the UnityID credentials and eliminate a stratum of Novell password management. OIT will continue to provide and support network home directories, departmental shares and will be responsible for the migration of the Novell-based storage to the new infrastructure; there should be no intervention on the user s part to migrate network-stored data that currently resides on the standard OIT provided facilities (H: and K: shares for instance). OIT will work with its clients to help identify data stored OITManagedDesktopSupportSLAAddendum Page1of7

2 locally on the workstations (including any secondary internal or external disk drives) prior to new image deployment. The copy or backup of any locally-stored data will be the responsibility of the department and it will be assumed that the copy has been performed prior to the date OIT is scheduled to deploy the new desktop image. Once the workstation has been reimaged, there will be little chance of recovering any data that was stored on it. OIT will be responsible for re-installing the OS and supported applications on all supported workstations. Printers will also be managed for the users and will be reconfigured as the workstations are migrated. Training for the new environment will be offered to the affected users as we close in on migration dates. 2.3 Use of OIT Managed desktop image and licensed software (Windows, MacOS, Microsoft Office, Adobe Acrobat Pro, etc.) Supported workstations covered under this agreement will have rights to use the OIT desktop image and licensed software as provided. If a workstation is not covered by an OIT SLA, the department will be responsible for acquiring the proper licenses to use the software. Software inventory reports will be used to ensure software licensing compliance. Any workstations not covered by this SLA will require the department to acquire usage licenses through OIT s Software License Management department. OIT will provide licenses and services to supported workstations, including: The OIT Standard Windows OS image Adobe Acrobat Pro Microsoft Office suite Trend Micro Office Scan (antivirus) Printer drivers for departmental network printers Managed Desktop agent(s), including patching, remote assistance, inventory Membership of WolfTech Active Directory 2.4 OIT-managed departmental network share OIT will continue to offer a departmental network share to its supported user base in addition to the standard home directories, soon to be offered by OIT to everyone (see section 2.5 for more information). All supported users in a department will have a drive letter (S:) mapped to the department s common area and will have full access to the top level of each share by default. Users may create and lock down folder and file permissions within the share and limit accessibility of certain folders to other users (permissions may be granted to or removed from users in the department or any other users of WolfTech AD). The default total storage provided to the departments will be based on the number of OIT-supported users covered under the current SLA. The current scale of departmental share space is as follows (additional storage may be purchased if a department requires additional space): Number of Supported Users in Department Departmental Share Size GB GB GB GB Departmental shares and home directories will be accessible by native Windows, Mac (via CIFS), SMB protocols. Access to these shares from off-campus will require the use of a VPN client in order to secure the data. At this time, no Web-based access to the shares will be available. 2.5 Additional space for OIT-provided user home directories OIT will soon provide new home directories to all staff, faculty and students on campus. The default home directory will be 1 GB per user. OIT- OITManagedDesktopSupportSLAAddendum Page2of7

3 supported users (i.e., the named primary user of a supported workstation covered by this agreement) will have his or her home directory space increased to 5 GB per user. 2.6 Application delivery via NC State Help Desk application requests Once transitioned to the new computing environment, new operating system (OS) images and applications will be delivered to the supported workstations through automated tools. The Novell Application Launcher (NAL) will no longer be used as a delivery or shortcut tool. Instead, if a user requires a specific application to be installed, a help desk ticket will be generated for that request and the workstation(s) will be added to the proper software distribution groups in AD and managed desktop tools. Installation will occur automatically and should require no user intervention. If a workstation needs to be re-imaged, the managed desktop tools will allow OIT to automatically configure the workstation for a complete format and reinstallation of the operating system, patches and software required on that workstation. Deployments may be done on-demand or on a previously-agreed upon schedule. 2.7 Assistance with managed network services (IP assignment, VLAN changes, nomadic wi-fi registration, VPN for remote connectivity, etc.) OIT will provide network connectivity assistance for its supported users. This includes basic networking support for new workstations, re-establishing connectivity for offices relocated within or to new buildings, wireless registrations of mobile devices and assistance with connecting to NC State University s network remotely. For office and user relocations, OIT will not be responsible for physical hardware relocations or furniture moves required to gain access to the building s network outlets. Once the hardware has been moved and placed where the user will be operating it, OIT will reconnect the peripherals (monitor, mouse, keyboard, etc.) and restore network connectivity to the workstation(s). OIT will not be responsible for the restoration or relocation of basic telephony services, but may provide limited assistance with reconnecting VOIP telephone handsets if the user has one. Please note that ComTech may require separate work requests for network port or phone moves and will bill the department separately for those activations. Such work orders must be requested and approved by the department and the action(s) must be completed before OIT will be able to assist with reconnecting workstations and VOIP handsets. 2.8 Hardware and software asset inventory reports (software metering reports available on request) As part of the OIT-deployed standard managed desktop, software agents will be installed onto each supported workstation in order to make effective use of remote and automated management technology. This will allow inventories of each supported workstation to be collected so reports can be generated and reviewed as necessary. In addition to standard hardware inventories, the managed desktop tools will allow departments to see what software is installed on workstations and to meter usage in order to determine the need for additional (or fewer) licenses. For example, if licenses are purchased by a department for 10 copies of a piece of software and it is deployed to 10 workstations, reports can be furnished to see if all 10 copies are actually used or if the next purchase of that software can be scaled back to only the number being used. Conversely, software may be over-deployed but under-purchased, so such reports can be used to true up with vendors to purchase additional seats in order to avoid potential breaches of license agreements and legal pursuits. 2.9 Operating system and third-party application patching of OIT-supported software Standard operating system updates and application patches will be deployed by OIT to its supported workstations on a regular schedule. There may be occasional out of band patches for emergency fixes to vulnerabilities with a high risk of exploitation (which could allow intruders to hijack or abuse the user workstations); these emergency patches will be delivered with as much notice as is possible. OITManagedDesktopSupportSLAAddendum Page3of7

4 If negotiated separately with OIT, departments may elect to have their specific applications patched by the same mechanisms, if it is possible to package such patches in a deliverable format with the desktop management tools used by OIT Printer network connectivity, driver installation, and basic troubleshooting of network-attached departmental printers OIT will provide support to connect network printers (IP assignments, port activation, etc.), create the appropriate print queues on the OIT-provided print servers and install the print drivers on the supported desktops as required by the department. If external entities require additional service requests or additional fees (e.g., as a charge by ComTech for port activation), the responsibility of acquiring that service (and all associated charges) will be the responsibility of the department. OIT will provide basic troubleshooting of printer problems as they occur, but it will not be responsible for clearing paper jams, refilling ink or toner, refilling paper trays, installing other consumable parts (e.g., fuser kits) or perform physical repairs to department-owned printers User training on various topics such as Windows 7, MSOffice, and Active Directory OIT may arrange or conduct training classes and or distribute self-paced educational materials throughout the year on various user and LANTech-specific topics. These may include basic Windows 7, MS Office topics, training and other topics as popularly requested. If external training organizations are employed for any classes, the department must approve and bear the costs for its support staff attendance Limited after-hours and holiday on-call support for major service outages OIT will maintain an afterhours on-call rotation to assist with major service outages. By calling the help desk (515-HELP) and keying 1234 at the main prompt, a user will be dropped directly into the OIT voice mail box. Please leave all pertinent information regarding your problems. The voice mail will be digitized and ed to the on-call staff member. Please be advised that this service is for major service disruptions only it is not intended to be an extended support mechanism for everyday issues such as printer problems or particular application issues, unless they are caused by a wider service outage. OIT will investigate the reported issue and determine if a systemic problem needs to be addressed (e.g., MyPack Portal access is down, VPN services are disrupted, services are not working). Should the problem be of a greater nature and not limited to one individual, the on-call staff member will contact the appropriate tier 3 support personnel of the outage. Once the problem has been identified, the user reporting the call will be notified that the problem is being addressed and further calls with updated status may be received if it is something that will be repaired quickly. ExtendedSupport Extended Desktop Support is available to departments and colleges on campus who do not have dedicated IT support staff and who require responsive and personalized assistance. These fully-supported customers may rely on OIT to provide full desktop support services, dedicated support staff and hardware warranty support. Extended Support offerings will supersede and overrule any limitations of similar description in the previous level Acquisition of warranted replacement parts can be coordinated through OIT A department may request assistance from OIT to coordinate warranted repairs and to acquire replacement parts from a vendor OIT will perform repairs of warranted, department-owned workstations OIT will arrange for replacement parts and perform hardware repair services for manufacturer-warranted workstations. These may be on-site visits or as a return to depot warranty repair where a workstation may have to be taken OITManagedDesktopSupportSLAAddendum Page4of7

5 back to a technical shop for repair. OIT will be responsible for the pickup and delivery of any affected parts or complete workstations if they are on campus. Off-campus workstations requiring repairs must be delivered to OIT Limited use of loaner workstations (primarily while warranted workstations are being repaired) In the event of an extended outage, a temporary workstation replacement may be loaned to and configured for the affected user. Once repairs are complete, OIT will arrange a suitable time to return the original workstation to service Networked printing, copying, and scanning support OIT may soon provide basic functionality support for WolfCopy supplied networked multi-function devices (a.k.a., BizHubs). OIT will not be responsible for maintenance, repairs, physical relocation, consumables or modifications to the configuration. Network connectivity and maintenance requests should be directed to the WolfCopy support technicians. Any local workstation configurations, address books or associated data related to the use of these devices are the responsibility of the department. OIT will provide basic connectivity for department-owned, network-attached printers and very limited support for such multi-functional devices. OIT will not be responsible for installation, maintenance, patching of the device s client software, physical maintenance, repairs, relocation or consumable replacement (e.g., toner, ink, paper, fuser kits) of these devices. Any local workstation configurations, address books or associated data related to the use of these devices are the responsibility of the department On-site campus visits for supported hardware repairs OIT will provide on-site visits for departmentowned supported workstations and provide logistical support for parts acquisition of workstations covered under manufacturer warranty. If any hardware is not covered under manufacturer warranty, the department may elect to acquire replacement parts or to allow OIT to acquire them and charge-back the costs (with prior approval). OIT will, at its option, transport the workstation back to its offices for repair or perform the repair in the field. If a workstation is removed for a significant length of time, a replacement workstation may be loaned to the department until the original is returned to service. If the failed workstation is not covered under manufacturer warranty and OIT determines the workstation should not be repaired (e.g., workstation doesn t and cannot be upgraded to meet current required specifications, the equipment age or availability of parts would make repair difficult), the department will be informed of the situation and the temporary workstation may remain in place for a maximum of one week before it must be returned to the OIT loaner pool Technical consultation for departmental IT projects (up to 4 hours) OIT will make itself available to departments requiring limited technical consultation for internal projects. The scope of consultant services will be limited and OIT shall not be responsible for project planning, integration, installation, maintenance or management of any departmental services, unless otherwise negotiated. Services will be provided as review and as a sounding board for basic technical constructs and time spent on any project will be limited to 4 hours total. If any 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. PremiumSupport Premium Support is available to departments and individuals who provide critical services for campus and who require immediate, priority and personalized assistance. To provide the best computing environment for high availability and supportability, an OIT-owned workstation will be provided for these users covered by a 4-year warranty and replacement cycle. OIT will be responsible for managing all aspects of these workstations and the support offering includes all Basic and Extended Support services in addition to the advantages described here. OITManagedDesktopSupportSLAAddendum Page5of7

6 Premium Support offerings will supersede and overrule any limitations of similar description in the previous levels hour on-site response during normal business hours Calls logged from Premium Support clients will take precedence and will be expedited over lower levels support queues. If problems cannot be resolved using OIT s remote control tools or by working with the user to troubleshoot over the telephone, an OIT technician will be dispatched to on-campus locations within one business hour of the logged call for more personal attention Replacement of failed primary workstations within 4 business hours OIT will, at its option, repair or replace a failed primary, on-campus workstation with a suitably comparable workstation within 4 business hours of a reported failure. Once warranted repairs are made to the affected workstation, OIT may arrange a time to return the repaired unit to service. Secondary workstations and additional hardware not provided by OIT will not be covered by this replacement guarantee OIT-owned workstations provided to client (4-year refresh cycle) OIT will provide an OITrecommended workstation from the university s Marketplace system to each supported user and will manage its life cycle. Workstations will be refreshed on a four-year basis and all repairs and maintenance will be the responsibility of OIT. Should a user require additional resources above the current OIT-recommended Marketplace workstations, OIT will provide an $800 allowance against the total price of the workstation. The department will be responsible for additional funding as necessary to cover the total cost of the workstation if the standard equipment selections prove inadequate. These purchases may be subject to the approval process covered of the Combined Price Initiative or state purchasing limitations Direct access to higher tiers of support Due to the high profile and immediate needs of Premium level clients, supported users may, at their option, contact OIT directly and bypass the first level of support in order to expedite service requests. 3. Services NOT Covered Under This Agreement Below are some examples of services not provided by this agreement. However, OIT would be pleased to provide a separate statement of work to offer services addressing any of the following: 3.1 Local workstation hard-drive backup, data restore, or data recovery With the increase in network storage space being provided, users should ensure that all data is stored on the available network resources. OIT will not be responsible for backing up or restoring data stored on workstations if it is determined that a workstation needs to be re-imaged or a hard drive needs to be wiped. Similarly, OIT will not be responsible for data recovery if a local hard drive malfunctions and a user has chosen to store data on it. Third party, for-pay services are available for such recovery should a department declare the data is vital and needs to be recovered. 3.2 Testing or evaluation of department-owned software or hardware - Evaluation and testing of software or hardware for use within a department will remain the responsibility of that department. This includes applications developed by third-party systems, software purchased from a vendor or systems developed by a supported department. If a department requires assistance outside of the scope of this SLA, OIT will happily provide a separate statement of work and offer contractor services to assist, if possible. 3.3 Removal or relocation of workstation equipment or furniture - OIT will not be responsible for the physical relocation of workstation hardware, peripherals or network printers. Once hardware has been moved and placed where it will be used, OIT will reconnect peripherals to the workstation and reconnect it to the network. OIT will not, however, be responsible for moving move furniture to gain access to power or OITManagedDesktopSupportSLAAddendum Page6of7

7 network outlets. Any removal or arrangement for removal of department-owned equipment to be sent to surplus will be performed by the department. 3.4 The acquisition, installation, or repair of printers or printer consumables - OIT will not be responsible for refilling paper trays or cleaning toner spills. The department will be wholly responsible for the acquisition, installation or repair of printers or printer consumable items such as toner, ink, print heads, carriages or fuser kits. OIT will not be responsible for clearing paper jams in printers or copiers. 4. Changes to Service Level Agreement TerminationofAgreement In the event that a supported department wishes to terminate this agreement, a 90-day written notice of intent to terminate must be delivered by that department to OIT. AmendmenttoAgreement Any amendment(s) to this agreement will require the mutual approval of the department and OIT and will be attached to this SLA as an appendix. OIT s cost model and departmental SLAs will be reviewed and re-evaluated each April. The supported unit agrees to discuss and adjust its support needs with OIT to ensure the appropriate level(s) of support are in effect. Any rate re-assessment or support level changes made for workstations within the department will be noted and rates will be adjusted accordingly. To reduce the number of amendments to this SLA caused by staffing or workstation count changes, the supported unit and OIT agree to enforce a change threshold of +/- 10%. Thus, if a department increases or decreases its supported workstation count by +/- 10% no amendment will be made to this SLA and a new agreement will not be negotiated before the renewal date. OIT will agree to support additional workstations within the 10% threshold and the currently-billed rate will remain in effect. If supported workstation counts exceed the 10% threshold, OIT will amend the SLA to reflect the change in terms and billing, and the department agrees to fund the additional workstations and all amendments shall survive. If a supported department splits into more than one OUC during the terms of this agreement, this agreement shall survive until its renewal period wherein a new SLA will be negotiated with the new department(s). The department further agrees to provide to OIT any change(s) of departmental billing codes as soon as possible. AgreementRenegotiationandRenewal This agreement will be renegotiated each April prior to the start of the fiscal year for which the contract will be renewed (e.g., for agreements covering FY (July 1, 2011-June 30, 2012), discussions and service level modifications will be made in April 2011). OITManagedDesktopSupportSLAAddendum Page7of7

Office of Information Technology Addendum to Managed Workstation Service Level Agreement

Office of Information Technology Addendum to Managed Workstation Service Level Agreement 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

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

Service Level Agreement

Service Level Agreement This document outlines the Service Level Agreement (SLA) between University Technology Services (UTS) and our Customers for the delivery of. The purpose of this agreement is threefold: 1. To clearly represent

More information

APPENDIX 5 TO SCHEDULE 3.3

APPENDIX 5 TO SCHEDULE 3.3 EHIBIT K to Amendment No. 60 - APPENDI 5 TO SCHEDULE 3.3 TO THE COMPREHENSIVE INFRASTRUCTURE AGREEMENT APPENDI 5 TO SCHEDULE 3.3 TO THE COMPREHENSIVE INFRASTRUCTURE AGREEMENT EHIBIT K to Amendment No.

More information

CSG Windows Support Policy

CSG Windows Support Policy CSG Windows Support Policy This document describes the policies for service and support of computers running Microsoft Windows used by faculty and staff in the departments of Computer Science, Mathematics

More information

Service Level Agreement Between: Computing and Informational Technology And The Finance and Business Operations Division

Service Level Agreement Between: Computing and Informational Technology And The Finance and Business Operations Division Service Level Agreement Between: Computing and Informational Technology And The Finance and Business Operations Division 1/9 1. Executive Summary This Service Level Agreement ( SLA ) is between Computing

More information

IT Consulting Services Desktop Support Service Levels are available online. IT Consulting Services Comparison

IT Consulting Services Desktop Support Service Levels are available online. IT Consulting Services Comparison Computing Services - Desktop Support & [Organization] Information Technology (IT) Service Level Agreement for Fiscal Year 2013 This document outlines the services provided by the Desktop Support Program

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

VVC Technology & Information Resources Catalog of Services

VVC Technology & Information Resources Catalog of Services 1. Information Technology a. Accounts i. Account Management (1) Credential Management (a) Your IT Department manages system credentials on all systems excepting Financial 2000, SnowWhite, Charming and

More information

ADDENDUM 5 TO APPENDIX 5 TO SCHEDULE 3.3 DESKTOP COMPUTING

ADDENDUM 5 TO APPENDIX 5 TO SCHEDULE 3.3 DESKTOP COMPUTING ADDENDUM 5 TO APPENDIX 5 TO SCHEDULE 3.3 TO THE DESKTOP COMPUTING Statement of Technical Approach for Desktop Computing Services The desktop service area delivers a common desktop operating environment

More information

For FY 2016 the new Desktop Support Program rates will be: Business Class - $481/device Enterprise Class - $721/device

For FY 2016 the new Desktop Support Program rates will be: Business Class - $481/device Enterprise Class - $721/device Division/Department Representative Dear Rep, The Desktop Support Program is announcing changes to our rates for FY 2016. As a Cost Recovery Service we are expected to recover expenses related to the operations

More information

CENG Information Technology Services University of North Texas

CENG Information Technology Services University of North Texas CENG Information Technology Services University of North Texas for the Information Technology Services as applied To the University of North Texas College of Engineering 1.0 Agreement 1.1 Purpose CENGITS

More information

California Department of Technology, Office of Technology Services WINDOWS SERVER GUIDELINE

California Department of Technology, Office of Technology Services WINDOWS SERVER GUIDELINE Table of Contents 1.0 GENERAL... 2 1.1 SUMMARY...2 1.2 REFERENCES...2 1.3 SUBMITTALS...2 1.3.1 General...2 1.3.2 Service Request...3 1.4 EXPECTATIONS...3 1.4.1 OTech...3 1.4.2 Customer...3 1.5 SCHEDULING...4

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

Table of Contents General Policy for service provided by the CLAS Linux Support team... 2

Table of Contents General Policy for service provided by the CLAS Linux Support team... 2 Table of Contents General Policy for service provided by the CLAS Linux Support team... 2 Overview... 2 Defined Support... 2 Support... 2 Operating Systems... 2 Support Restrictions... 3 Software Support...

More information

Advanced Diploma In Hardware, Networking & Server Configuration

Advanced Diploma In Hardware, Networking & Server Configuration Advanced Diploma In Hardware, Networking & Server Configuration Who should do this course? This course is meant for those persons who have a dream of getting job based on Computer Hardware, Networking

More information

MSP Service Matrix. Servers

MSP Service Matrix. Servers Servers MSP Service Matrix Microsoft Windows O/S Patching - Patches automatically updated on a regular basis to the customer's servers and desktops. MS Baseline Analyzer and MS WSUS Server used Server

More information

Workstation Management

Workstation Management Workstation Management Service Description Version 1.00 Effective Date: 07/01/2012 Purpose This Service Description is applicable to Workstation Management services offered by MN.IT Services and described

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

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

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

University Managed Desktop Program. Desktop Computing Support Framework 343-3362 or 875-6422

University Managed Desktop Program. Desktop Computing Support Framework 343-3362 or 875-6422 University Managed Desktop Program Desktop Computing Support Framework 343-3362 or 875-6422 Overview Commencing [enter department-specific date], desktop computing support will be provided for [enter department

More information

AllianceIT Managed Services

AllianceIT Managed Services AllianceIT Managed Services confidence predictability productivity focus Uncertainty is a business killer. To be successful, companies have to know that their critical IT systems will be available on demand

More information

STCC Hardware & Equipment Policy

STCC Hardware & Equipment Policy STCC Hardware & Equipment Policy The Help Desk will be the primary point of contact for all related support requests. The preferred method of contact is via email at helpdesk@stcc.edu or, if email is unavailable,

More information

IT Support & Maintenance Contract

IT Support & Maintenance Contract IT Support & Maintenance Contract This document has been produced by STOCK IT Ltd, www.stockit.co.uk, an IT company offering technology advice & support for small businesses. Company Registration No: 9060944

More information

REQUEST FOR PROPOSAL-INFORMATION TECHNOLOGY SUPPORT SERVICES

REQUEST FOR PROPOSAL-INFORMATION TECHNOLOGY SUPPORT SERVICES Isothermal Planning & Development Commission (IPDC) REQUEST FOR PROPOSAL-INFORMATION TECHNOLOGY SUPPORT SERVICES Proposals will be received by the IPDC for Information Technology Support Services. Interested

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

ManageEngine Desktop Central Training

ManageEngine Desktop Central Training ManageEngine Desktop Central Training Course Objectives Who Should Attend Course Agenda Course Objectives Desktop Central training helps you IT staff learn the features offered by Desktop Central and to

More information

Employee Service Level Agreement

Employee Service Level Agreement Employee Service Level Agreement 1.0 Purpose 2.0 Term and Scope of Agreement 3.0 Scope of Service 3.1 Support Environment 3.2 Local Computer Administrative Privileges 4.0 Support Response Levels 4.1 Exceptions

More information

Request for Proposal Technology Services Maintenance and Support

Request for Proposal Technology Services Maintenance and Support Request for Proposal Technology Services Maintenance and Support Maintenance and Support July 19, 2014 Celerity Educational Group is seeking an IT consulting firm to manage Maintenance of our Network Systems

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

Empowering the Enterprise Through Unified Communications & Managed Services Solutions

Empowering the Enterprise Through Unified Communications & Managed Services Solutions Continuant Managed Services Empowering the Enterprise Through Unified Communications & Managed Services Solutions Making the transition from a legacy system to a Unified Communications environment can

More information

Ezi Managed Services Pty Ltd Introduction to Our Managed Service Agreement

Ezi Managed Services Pty Ltd Introduction to Our Managed Service Agreement Ezi Managed Services Pty Ltd Introduction to Our Managed Service Agreement Ezi Managed Services Pty Ltd 108 The Promenade Camp Hill, QLD 4152 Ph: 07 3324 6150 Fax: 07 3324 6101 www.ezims.com.au info@ezims.com.au

More information

Service Level Agreement

Service Level Agreement Service Level Agreement Reviewed 10/2014 Introduction Technology support means something different to every user, and every technician. In an environment where technology has become increasingly ubiquitous

More information

Supplemental IT Solutions: More Reliable Networks Are Our Business

Supplemental IT Solutions: More Reliable Networks Are Our Business Supplemental IT Solutions Logo Supplemental IT Solutions: More Reliable Networks Are Our Business Copyright 2005 Primetime, Inc. All rights reserved. Catalin Ursu info@catcomcomputers.com 973-233-1888

More information

REQUEST FOR PROPOSALS INFORMATION TECHNOLOGY SUPPORT SERVICES. Bid Packets are Due:

REQUEST FOR PROPOSALS INFORMATION TECHNOLOGY SUPPORT SERVICES. Bid Packets are Due: REQUEST FOR PROPOSALS INFORMATION TECHNOLOGY SUPPORT SERVICES Issue Date: Friday, March 15 th, 2013 Closing Date: Monday, April 15 th, 2013 University City District is requesting proposals from qualified,

More information

Managed Service Plans

Managed Service Plans Managed Service Plans www.linkedtech.com 989.837.3060 989.832.2802 fax Managed Information Technology Services System downtime, viruses, spy ware, losses of productivity Are the computer systems you rely

More information

Hardware and Software

Hardware and Software Hardware and Software Purpose Bellevue School District (BSD) provides and requires faculty, staff and students to use data processing equipment and peripherals. BSD maintains multiple computer systems

More information

BISHOP S UNIVERSITY PERSONAL COMPUTING HARDWARE & SOFTWARE PURCHASING AND SUPPORT POLICY

BISHOP S UNIVERSITY PERSONAL COMPUTING HARDWARE & SOFTWARE PURCHASING AND SUPPORT POLICY BISHOP S UNIVERSITY PERSONAL COMPUTING HARDWARE & SOFTWARE PURCHASING AND SUPPORT POLICY Effective Date: January 1, 2012 Prepared by: Information Technology and Services ( ITS ) Policy Number: ITS-01-2012

More information

Internal Medicine Computing Support Services

Internal Medicine Computing Support Services Internal Medicine Computing Support Services Guide to Helpdesk and Computer Related Services for Division Administrators Project Involvement The Division Administrator (DA) is the primary IMCSS contact

More information

MOUNT HOLYOKE COLLEGE. LITS Computer Replacement and Support Strategy for Faculty and Staff Computers

MOUNT HOLYOKE COLLEGE. LITS Computer Replacement and Support Strategy for Faculty and Staff Computers MOUNT HOLYOKE COLLEGE Revised 3/27/12 LITS Computer Replacement and Support Strategy for Faculty and Staff Computers This document outlines the Computer Replacement and Support Strategy for faculty and

More information

ScoMIS Encryption Service

ScoMIS Encryption Service Introduction This guide explains how to implement the ScoMIS Encryption Service for a secondary school. We recommend that the software should be installed onto the laptop by ICT staff; they will then spend

More information

Appendix C to DIR Contract No. DIR-SDD-1880 Pricing Index

Appendix C to DIR Contract No. DIR-SDD-1880 Pricing Index Appendix C to DIR Contract No. DIR-SDD-1880 Pricing Index NOTE: Services pricing and/or desktop/laptop pricing may change from what is listed in this Appendix C based on customer requirements and changes

More information

Service Level Agreement

Service Level Agreement Service Level Agreement Occupational Studies Administration Occupational Studies Computer Lab Contract Date 1/25/2005 to 12/31/2005 SLA Contract and Responsible Parties This Service Level Agreement is

More information

UCLA Information Technology Services

UCLA Information Technology Services UCLA Information Technology Services Voice over Internet Protocol (VoIP) Services Effective Date 05/11/11 TABLE OF CONTENTS 1.0 Scope 2 2.0 Services Provided 2 2.1 VoIP Features 2 2.2 Configuration Management/Authorized

More information

THE COMPLETE VIEWER FOR MS PROJECT. Deployment White Paper

THE COMPLETE VIEWER FOR MS PROJECT. Deployment White Paper THE COMPLETE VIEWER FOR MS PROJECT Seavus DOOEL 2010 2 TABLE OF CONTENTS 1 DEPLOYMENT OPTIONS... 3 1.1 SINGLE USER INSTALLATION... 3 1.2 CONCURRENT USER INSTALLATION... 4 1.3 SINGLE COMPANY KEY INSTALLATION...

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

University of Maryland Active Directory Policies

University of Maryland Active Directory Policies University of Maryland Active Directory Policies Purpose of this policy Scope AD Forest Forest Schema & Data Visibility Account and Group Synchronization Account Creation and Password Forest Security Principle

More information

POSITION DESCRIPTION

POSITION DESCRIPTION Organisation Division St. John s Regional College St. John s Regional College, established in 1958, is a catholic college providing secondary education to boys and girls in the parishes located in the

More information

Table Of Contents. - Microsoft Windows - WINDOWS XP - IMPLEMENTING & SUPPORTING MICROSOFT WINDOWS XP PROFESSIONAL...10

Table Of Contents. - Microsoft Windows - WINDOWS XP - IMPLEMENTING & SUPPORTING MICROSOFT WINDOWS XP PROFESSIONAL...10 Table Of Contents - - WINDOWS SERVER 2003 MAINTAINING AND MANAGING ENVIRONMENT...1 WINDOWS SERVER 2003 IMPLEMENTING, MANAGING & MAINTAINING...6 WINDOWS XP - IMPLEMENTING & SUPPORTING MICROSOFT WINDOWS

More information

Information Technology Security Procedures

Information Technology Security Procedures Information Technology Security Procedures Prepared By: Paul Athaide Date Prepared: Dec 1, 2010 Revised By: Paul Athaide Date Revised: September 20, 2012 Version 1.2 Contents 1. Policy Procedures... 3

More information

Administration A. Superintendent. Technology Services Proposal. Board of Education Dr. Bruce Law Superintendent of Schools DATE: July 30 2015

Administration A. Superintendent. Technology Services Proposal. Board of Education Dr. Bruce Law Superintendent of Schools DATE: July 30 2015 Dr. Bruce Law Pamela Bylsma Tammy Prentiss Domenico Maniscalco Bill Eagan Superintendent Assistant Superintendent Assistant Superintendent Chief Human Chief Financial of Schools for Academics for Student

More information

Service Level Agreement and Management By: Harris Kern s Enterprise Computing Institute

Service Level Agreement and Management By: Harris Kern s Enterprise Computing Institute Service Level Agreement and Management By: Harris Kern s Enterprise Computing Institute Service Level Management Service Level Management deals with how user service requirements are understood and managed.

More information

Departmental On-Site Computing Support (DOCS) Server Support SLA

Departmental On-Site Computing Support (DOCS) Server Support SLA 1 General Overview This is a Service Level Agreement ( SLA ) between the customer and Departmental On-site Computing Support (DOCS) to document: The technology services DOCS provides to the campus. The

More information

McDonough School of Business: MSBTC SLA 2014

McDonough School of Business: MSBTC SLA 2014 McDonough School of Business: MSBTC SLA 2014 Contents Service Level Agreement... 4 Contacting a Technician... 4 MSBTC Hours of Operation... 5 Trouble Call Problem Priority... 5 Priority 1... 5 Priority

More information

Mac Managed Platform Service Level Agreement. Oxford University Computing Services Network Systems Management Service

Mac Managed Platform Service Level Agreement. Oxford University Computing Services Network Systems Management Service Mac Managed Platform Service Level Agreement Oxford University Computing Services Network Systems Management Service Version: Release Date: 1.0 09/05/2011 Document Control Authors Wylie Horn, Jon Hutchings,

More information

Introduction and Purpose... 2 Scope... 2 Auxiliary units... 2. Part-Time, Temporary faculty/staff, Volunteer, Contractor and Student Assistants...

Introduction and Purpose... 2 Scope... 2 Auxiliary units... 2. Part-Time, Temporary faculty/staff, Volunteer, Contractor and Student Assistants... Contents Workstation Refresh & Virtual Desktop Infrastructure Program Introduction and Purpose... 2 Scope... 2 Auxiliary units... 2 Part-Time, Temporary faculty/staff, Volunteer, Contractor and Student

More information

Service Level Agreement (SLA)

Service Level Agreement (SLA) Service Level Agreement (SLA) Between [Add your department and acronym ()] Technology Systems Division (TSD) Information Technology Unit (ITU) and XYZ For XYZ Service Document Version History Version #

More information

CONSTRUCTION / SERVICE BILLING SYSTEM SPECIFICATIONS

CONSTRUCTION / SERVICE BILLING SYSTEM SPECIFICATIONS CONSTRUCTION / SERVICE BILLING SYSTEM SPECIFICATIONS Jonas Software, March 2013 Contents Introduction... 3 Hardware Specifications... 4 Recommended Server Hardware Specifications... 4 Recommended Workstation

More information

BRANDEIS UNIVERISTY DESKTOP SERVICES SERVICE LEVEL AGREEMENT

BRANDEIS UNIVERISTY DESKTOP SERVICES SERVICE LEVEL AGREEMENT BRANDEIS UNIVERISTY DESKTOP SERVICES SERVICE LEVEL AGREEMENT 1.0 Purpose 2.0 Term and Scope of Agreement 3.0 Desktop Services Responsibilities 3.1 Supported Hardware 3.2 Supported Operating Systems 3.3

More information

Complete Managed Services. Proposal for managed services for the City of Tontitown

Complete Managed Services. Proposal for managed services for the City of Tontitown Complete Managed Services Proposal for managed services for the City of Tontitown Complete Managed Services Components Windows Server 2008, Windows Server 2012 1. Proactive Maintenance of Server(s) Proactive

More information

www.datatechhosting.com

www.datatechhosting.com Hosting and Cloud Services Customer Service Level Agreement (SLA) Welcome to the Clustered Cloud Hosted Services Community. We are happy to have you aboard and look forward to assisting you with all your

More information

Course overview. CompTIA A+ Certification (Exam 220 902) Official Study Guide (G188eng verdraft)

Course overview. CompTIA A+ Certification (Exam 220 902) Official Study Guide (G188eng verdraft) Overview This 5-day course is intended for those wishing to qualify with. A+ is a foundation-level certification designed for IT professionals with around 1 year's experience whose job role is focused

More information

4. Specification. Contract No: 1752 Title: Provision of Print Devices and Print Management System 61

4. Specification. Contract No: 1752 Title: Provision of Print Devices and Print Management System 61 4. Specification Management System 61 Introduction Tenders are invited for the provision of print devices and a print management system; inclusive of Supply, Delivery, Installation and Configuration, in

More information

Course 6292A: Installing and Configuring Windows 7 Client. About this Course. Audience Profile

Course 6292A: Installing and Configuring Windows 7 Client. About this Course. Audience Profile Course 6292A: Installing and Configuring Windows 7 Client Length: 3 Days Language(s): English Audience(s): IT Professionals Level: 200 Technology: Windows 7 Type: Course Delivery Method: Instructor-led

More information

INFORMATION TECHNOLOGY SERVICES TECHNICAL SERVICES June 2012

INFORMATION TECHNOLOGY SERVICES TECHNICAL SERVICES June 2012 INFORMATION TECHNOLOGY SERVICES TECHNICAL SERVICES June 2012 Program Description Network Services is a service unit in Information Technology Services responsible for designing, acquiring, deploying, operating,

More information

CLASS SPECIFICATION Systems Support Analyst II

CLASS SPECIFICATION Systems Support Analyst II San Diego Unified Port District Class Code: B211-UE03 CLASS SPECIFICATION Systems Support Analyst II FLSA Status: EEOC Job Category: Classified: Union Representation: Exempt Professionals No Unrepresented

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

HP Windows 7 Onsite Upgrade Service

HP Windows 7 Onsite Upgrade Service HP Windows 7 Onsite Upgrade Service HP Care Pack Services Technical data The Windows 7 Onsite Upgrade Service provides your company with onsite installation, setup, and training for the Microsoft Windows

More information

EXHIBIT B SOFTWARE SUPPORT SERVICES

EXHIBIT B SOFTWARE SUPPORT SERVICES 1. SCOPE EXHIBIT B SOFTWARE SUPPORT SERVICES This Exhibit B sets forth the terms and conditions under which SevOne will provide Software support services purchased by Customer pursuant to the Agreement

More information

IT Onsite Service Contract Proposal. For. <<Customer>> Ltd

IT Onsite Service Contract Proposal. For. <<Customer>> Ltd IT Onsite Service Contract Proposal For Ltd 1 of 14 I N T R O D U C T I O N This Service Contract for Onsite Deskside PC Support (this Service Contract ) is made effective as of February 5th,

More information

LAMAR STATE COLLEGE - ORANGE INFORMATION RESOURCES SECURITY MANUAL. for INFORMATION RESOURCES

LAMAR STATE COLLEGE - ORANGE INFORMATION RESOURCES SECURITY MANUAL. for INFORMATION RESOURCES LAMAR STATE COLLEGE - ORANGE INFORMATION RESOURCES SECURITY MANUAL for INFORMATION RESOURCES Updated: June 2007 Information Resources Security Manual 1. Purpose of Security Manual 2. Audience 3. Acceptable

More information

IT Best Practices Audit TCS offers a wide range of IT Best Practices Audit content covering 15 subjects and over 2200 topics, including:

IT Best Practices Audit TCS offers a wide range of IT Best Practices Audit content covering 15 subjects and over 2200 topics, including: IT Best Practices Audit TCS offers a wide range of IT Best Practices Audit content covering 15 subjects and over 2200 topics, including: 1. IT Cost Containment 84 topics 2. Cloud Computing Readiness 225

More information

Desktop Support. Service Description. Standard Hardware. Administrative Information Technology Services

Desktop Support. Service Description. Standard Hardware. Administrative Information Technology Services Administrative Information Technology Services Desktop Support Release: 1.5 : 4/23/12 Owner: Client Services Support group Service Description The Office of Administrative Information Technology Services

More information

SMALL BUSINESS OUTSOURCING

SMALL BUSINESS OUTSOURCING SMALL BUSINESS OUTSOURCING PCs on Lease 24X7 Remote Supports Professional Fees Service Level Agreement SMALL BUSINESS OUTSOURCING (SMO) CONNECTING YOUR BUSINESS TO THE TECHNOLOGY RESOURCES YOU NEED Implement

More information

IT Checklist. for Small Business INFORMATION TECHNOLOGY & MANAGEMENT INTRODUCTION CHECKLIST

IT Checklist. for Small Business INFORMATION TECHNOLOGY & MANAGEMENT INTRODUCTION CHECKLIST INFORMATION TECHNOLOGY & MANAGEMENT IT Checklist INTRODUCTION A small business is unlikely to have a dedicated IT Department or Help Desk. But all the tasks that a large organization requires of its IT

More information

GETTING STARTED ON THE WINDOWS SERVICE A GUIDE FOR NEW STAFF MEMBERS

GETTING STARTED ON THE WINDOWS SERVICE A GUIDE FOR NEW STAFF MEMBERS Your Login ID: GETTING STARTED ON THE WINDOWS SERVICE A GUIDE FOR NEW STAFF MEMBERS CONTENTS 1.0 Introduction... 3 1.1 Welcome to Edinburgh Napier University from Information Services!... 3 1.2 About Information

More information

GMS NETWORK ADVANCED WIRELESS SERVICE PRODUCT SPECIFICATION

GMS NETWORK ADVANCED WIRELESS SERVICE PRODUCT SPECIFICATION GMS NETWORK ADVANCED WIRELESS SERVICE PRODUCT SPECIFICATION 1. INTRODUCTION This document contains product information for the GMS Network Service. If you require more detailed technical information, please

More information

Windows Operating Systems. Basic Security

Windows Operating Systems. Basic Security Windows Operating Systems Basic Security Objectives Explain Windows Operating System (OS) common configurations Recognize OS related threats Apply major steps in securing the OS Windows Operating System

More information

San Jacinto College District Information Technology Services Desktop Support Guidelines

San Jacinto College District Information Technology Services Desktop Support Guidelines Our goal at (ITS) is to provide the highest level of technical support and customer service to all San Jacinto College students and employees. We are constantly striving to provide a secure and efficient

More information

STATE OF NEVADA Department of Administration Division of Human Resource Management CLASS SPECIFICATION

STATE OF NEVADA Department of Administration Division of Human Resource Management CLASS SPECIFICATION STATE OF NEVADA Department of Administration Division of Human Resource Management LASS SPEIFIATION TITLE GRADE EEO-4 ODE IT TEHNIIAN SUPERVISOR 37 7.927 SERIES ONEPT Information Technology (IT) Technicians

More information

Managed Services Overview Servers, Exchange, Help Desk, and Citrix Infrastructures

Managed Services Overview Servers, Exchange, Help Desk, and Citrix Infrastructures Overview Servers, Exchange, Help Desk, and Citrix Infrastructures Prepared By: Envision Information Technologies Last Modified: Thursday, August 28, 2014 Table of Contents Table of Contents... 2 EIT Contacts...

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

Service Catalog. Office of Information Technology Lenoir-Rhyne University

Service Catalog. Office of Information Technology Lenoir-Rhyne University Service Catalog Office of Information Technology Lenoir-Rhyne University Updated July 28, 2014 Service Catalog Communication and Collaboration Campus Cable Television Service Campus Telephone Service (Nortel,

More information

MCSA Objectives. Exam 70-236: TS:Exchange Server 2007, Configuring

MCSA Objectives. Exam 70-236: TS:Exchange Server 2007, Configuring MCSA Objectives Exam 70-236: TS:Exchange Server 2007, Configuring Installing and Configuring Microsoft Exchange Servers Prepare the infrastructure for Exchange installation. Prepare the servers for Exchange

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

IT Resources at NCSU. ISE s 2 minute guide to NCSU s IT resources. www.ise.ncsu.edu

IT Resources at NCSU. ISE s 2 minute guide to NCSU s IT resources. www.ise.ncsu.edu IT Resources at NCSU ISE s 2 minute guide to NCSU s IT resources Support @ NCSU ISEHELP (isehelp@ncsu.edu) ISE s IT Group (Justin and Robert) ITECS (eoshelp@ncsu.edu) College of Engineering IT OIT (help@ncsu.edu)

More information

Remote Infrastructure Support Services & Managed IT Services

Remote Infrastructure Support Services & Managed IT Services Remote Infrastructure Support Services & Managed IT Services Remote Desktop Services are designed to optimize the customers IT resource utilization and provide a standardized end-user environment. The

More information

Home and Shared Folders on Windows Accessing Home and Shared Folders on Active Directory File Servers Using Windows

Home and Shared Folders on Windows Accessing Home and Shared Folders on Active Directory File Servers Using Windows Overview Home and Shared Folders on Windows Accessing Home and Shared Folders on Active Directory File Servers Using Windows Ithaca College provides network file sharing for all faculty members, all staff

More information

Service Support. First Level Support (Tier I) provides immediate response to emergencies and customer questions. TSD - First Level Support

Service Support. First Level Support (Tier I) provides immediate response to emergencies and customer questions. TSD - First Level Support Service Support 1.1. First Level Support First Level Support (Tier I) provides immediate response to emergencies and customer questions TSD - First Level Support Office: Sub-Division: Extension: E-mail:

More information

ScoMIS Encryption Service

ScoMIS Encryption Service Introduction This guide explains how to install the ScoMIS Encryption Service Software onto a laptop computer. There are three stages to the installation which should be completed in order. The installation

More information

SERVICES BRONZE SILVER GOLD PLATINUM. On-Site emergency response time 3 Hours 3 Hours 1-2 Hours 1 Hour or Less

SERVICES BRONZE SILVER GOLD PLATINUM. On-Site emergency response time 3 Hours 3 Hours 1-2 Hours 1 Hour or Less SERVICE SUMMARY ITonDemand provides four levels of service to choose from to meet our clients range of needs. Plans can also be customized according to more specific environment needs. SERVICES BRONZE

More information

TECHNICAL SUPPORT. and HARDWARE/SOFTWARE/NETWORK MAINTENANCE. for LEARNING RESOURCE CENTER MOBILE AND FIXED CLASSROOM WORKSTATIONS

TECHNICAL SUPPORT. and HARDWARE/SOFTWARE/NETWORK MAINTENANCE. for LEARNING RESOURCE CENTER MOBILE AND FIXED CLASSROOM WORKSTATIONS IT Services Service Level Agreement TECHNICAL SUPPORT and HARDWARE/SOFTWARE/NETWORK MAINTENANCE for LEARNING RESOURCE CENTER MOBILE AND FIXED CLASSROOM WORKSTATIONS IT Services Service Level Agreement:LRC

More information

CLAS Linux Team Linux Support Policy

CLAS Linux Team Linux Support Policy CLAS Linux Team Linux Support Policy This document describes the policies for service and support of Linux computers used by faculty and staff in the departments of in the College of Liberal Arts and Sciences.

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

Office of Information Technology Resources Handbook for NSC Employees

Office of Information Technology Resources Handbook for NSC Employees NEVADA STATE COLLEGE Office of Information Technology Resources Handbook for NSC Employees Becoming Familiar with NSC s IT Resources and Policies Office of Information Technology Summer 2012 Table of Contents

More information

SMTD Computer Hardware and. Software Asset Inventory Policy

SMTD Computer Hardware and. Software Asset Inventory Policy SMTD Computer Hardware and Software Asset Inventory Policy Effective Date: May 18, 2015 Purpose: With a considerable amount of computer hardware and peripherals both on and off-campus, maintaining an accurate

More information

INTRODUCTION TO THE COLUMBIAN COLLEGE PRIVATE CLOUD

INTRODUCTION TO THE COLUMBIAN COLLEGE PRIVATE CLOUD INTRODUCTION TO THE COLUMBIAN COLLEGE PRIVATE CLOUD Office of Technology Services 202-994-8096 ots@gwu.edu columbian.gwu.edu/ots WHAT IS THE COLUMBIAN COLLEGE CLOUD? Any Time Any Resource Any Place Any

More information

IT Support Service Level Agreement

IT Support Service Level Agreement IT Support Service Level Agreement Contents Page(s) 1.0 Platinum - Business Critical Support (4 hour)... 3 2.0 Gold - End User Hardware (8 hour)... 3 3.0 Silver - End User Hardware (8 hour)... 4 4.0 Exclusions

More information

Goucher College Help Desk Service Level Agreement

Goucher College Help Desk Service Level Agreement Goucher College Help Desk Service Level Agreement Information Technology Help Desk The Help Desk is the single point of contact for all computer, telephone, voice mail, cable television questions, problems,

More information