Version Date Description Author(s) 1.0 2/17/2014 Initial SLA Created ITC Administration
|
|
- Brandon Hudson
- 8 years ago
- Views:
Transcription
1 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 (ITC) Effective Dates: Neurology & Neurobiology 3/1/14 Biological Chemistry 4/1/14 Pharmacology 5/1/14 Biological Chemistry 4/1/14 Version Version Date Description Author(s) 1.0 2/17/2014 Initial SLA Created ITC Administration Approval (By signing below, all Approvers agree to all terms and conditions outlined in this Agreement.) Approvers Role Signed Approval Date Eileen Lu Service Provider Jose Alvarez Service Provider Anthony Palacios Service Provider Phil Kwan CAO, Biological Chemistry Mark Lucas CAO, Neurobiology Stephanie S. Fisher CAO, Neurology Sherly Mosessian CAO, Pharmacology 1/12
2 Contents 1. Agreement Overview Goals & Objectives Stakeholders Periodic Review Service Agreement Support Population Support Catalog Hardware Standards & Support Levels Hardware Support Levels Full Support Definition Services Provided Conditions of Full Support Exceptions Best Effort Support Definition Services Provided Printer or Multi-function Devices Mobile Devices Personal Desktop/Laptop Conditions of Best Effort Support Supported Hardware List Software Standards & Support Levels Software Support Levels Full Support Definition Services Provided Conditions of Full Support Exceptions Best Effort Support Definition Services Provided Conditions of Best Effort Support Supported Software List Supported Software List Limited Service Performance Service Management Service Availability Service Requests Escalation Procedures: Exception Identification and Review... Error! Bookmark not defined. 8. Procurement /12
3 1. Agreement Overview This Agreement represents a Service Level Agreement ( SLA or Agreement ) between the Information Technology Center ( ITC ) and the Departments of Biological Chemistry, Neurobiology, Neurology, and Pharmacology for the provisioning of IT services. This Agreement remains valid until superseded by a revised agreement mutually endorsed by service providers and department leadership. 2. Goals & Objectives The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent IT service support and delivery to the Customer(s) by the Service Provider(s). The goal of this Agreement is to obtain mutual agreement for IT service provision between the Service Provider(s) and Customer(s). The objectives of this Agreement are to: Provide clear reference to service ownership, accountability, roles and/or responsibilities. Present a clear, concise and measurable description of service provision to the customer. Match perceptions of expected service provision with actual service support & delivery. 3. Stakeholders The following Service Provider(s) and Customer(s) will be used as the basis of the Agreement and represent the primary stakeholders associated with this SLA: IT Service Provider(s): Information Technology Center ITC ( Provider ) IT Customer(s): DGSOM Departments of Biological Chemistry, Neurobiology, Neurology, and Pharmacology ( Customer ) 3/12
4 4. Periodic Review This Agreement is valid from the Effective Date outlined herein and is valid until further notice. This Agreement should be reviewed at a minimum once per fiscal year; however, in lieu of a review during any period specified, the current Agreement will remain in effect. Initial Review Period: Every 3 months for first 6 months after the Effective Date On-Going Review Period: Annual Previous Review Date: N/A Next Review Date: TBD Components of periodic review include, but are not limited to: Service level definitions and associated criteria Support hardware and software lists Performance metric targets Exceptions to the SLA Consistency of SLA application 5. Service Agreement The following detailed service parameters are the responsibility of the Service Provider in the ongoing support of this Agreement Support Population Support population includes departments that will be participating in the IT cluster and their respective faculty, staff and other members; on-site support is not limited to those included above. The IT cluster will also provide limited support to non-staff (i.e. account / profile set ups). DGSOM onsite support could be provided on devices purchased with UCLA funds Support Catalog Category Tier 1 Desktop Support Tier 2 Support Definition Handles: Outcomes Review - Resolve Review - Escalate Handles: Escalations from Tier 1 Network Management at the department level, where applicable in addition to coordination with SOMITS 4/12
5 Programming Support A/V Support Server Management at the department level, where applicable Supports development and maintenance of departmental/cluster applications and websites Set up of projectors and connections to AV equipment 5.3. Hardware Standards & Support Levels The IT Cluster provides desktop/laptop hardware support for University Owned equipment. Support may include, but is not limited to: installation, maintenance, troubleshooting, repair, basic hardware education, and vendor liaison Hardware Support Levels Full Support Definition For desktop/laptop devices under valid warranty that adhere to hardware standards (see supported hardware list below) and purchased with University funds through the standard IT procurement processes (i.e., UCLA P.O.) Devices not purchased through the standard IT procurement processes will receive best effort support unless valid exception documentation is provided. Such device is most likely incompatible with campus and health system application and not compliant with the policy The IT Cluster will not provide full support for acquisitions occurring outside of standard IT procurement processes (e.g., purchased out of pocket first and reimbursement subsequently requested). All users are advised to consult defined support levels prior to the time of acquisition Services Provided Acquisition, installation, configuration, maintenance, troubleshooting, repair, basic hardware education, and vendor liaison; resolution is guaranteed Conditions of Full Support Full Support only applies to end user hardware that is: University Owned Purchased using UCLA Funds Under valid Manufacturer s warranty (warranty extensions and renewals included) Included in the supported hardware list Supported manufacturers defined in the supported hardware list 5/12
6 Acquired through standard IT procurement process (detailed in section 7.0 below) Exceptions The warranty will be voided if: Supported hardware is opened by anyone other than an authorized technician from the IT cluster The hardware is exposed to misuse, negligence, fire, damages (e.g., water), power surges, etc. Device that is connected to research equipment If a device is connected to the network, the end user is responsible for ensuring compliance with UCLA and UCLA Health System policies (e.g., installation of antivirus software) Device that uses outdated software or operating system should be disconnected from network Certain devices not meeting defined criteria for Full Support may still be given Full Support based on approval due to extenuating circumstances (e.g., devices containing PHI, devices falling into conflicting categories, etc.). Approval for exceptions will be granted at the discretion of the cluster director in conjunction with department leadership. Approved exceptions will be reviewed during the annual review of this Service Level Agreement to help determine a need for modification to the agreement. Every effort will be made to ensure that exceptions are granted in a consistent manner across all clustered departments Best Effort Support Definition Best Effort Support is given for desktop/laptop devices purchased with University funds that do not meet the conditions of full support and for devices that fall under the exceptions for full support (e.g., not purchased through the standard IT procurement processes) Services Provided Non-prioritized service limited to basic troubleshooting and usage questions. A resolution is not guaranteed, but is dependent upon availability, capability, and capacity of staff and other resources. For devices not covered, the IT Cluster will assist in guiding end users to the appropriate party for troubleshooting. Third party (non-factory) warranty may not be applied to device contain PHI and RI. 6/12
7 Printer or Multi-function Devices Service is limited to configuration, connectivity to network (based on capability of the device) and basic troubleshooting Mobile Devices Service is limited to connectivity to enterprise resources (i.e. AirWatch, Exchange, Wireless Network, VPN, CareConnect) Personal Desktop/Laptop Service is limited to connectivity to enterprise resources (i.e. VPN, CareConnect), anti-virus and Remote Desktop setup instructions for operating systems that are supported by the IT Cluster Conditions of Best Effort Support Best Effort Support only applies hardware that is University owned, may or may not have been purchased through standard IT procurement processes, and meets one of the conditions below: Out of warranty Not included in the supported hardware list Exception to Full Support Supported Hardware List The following hardware is supported by the IT Cluster: ITEM BRAND WARRANTY (Must Have for Full Support) NOTE PCs DELL 3 or 4 Year Dependent on what warranty option was provided/purchased at time of order Apple Macs Apple 3 Year (with Apple Care) Monitors DELL 3 or 4 Year Dependent on what warranty option was provided/purchased at time of order Printers DELL HP BROTHERS (All-in-one) Xerox Specific to model Pro/Advanced Support is required. Laptops DELL Specific to model (3 year warranty) Specific to model + extended warranty is highly recommended. ios device 1 Year Limited Manufacturer AppleCare for extended warranty is highly recommended 7/12
8 The ITC anticipates a soft transition towards adoption of new hardware standards for support. During this transition period the ITC will work with end users to ensure that needs are met to the ITC s full capability and that a transition plan is developed for future refreshes Software Standards & Support Levels The IT Cluster provides software support for University Owned equipment. Support may include, but is not limited to: installation, configuration, basic troubleshooting, upgrades, and vendor liaison Software Support Levels Full Support Definition For software that is used on University owned devices that meet the requirements for Full Support in the Supported Hardware Policy above. For full support software must be purchased through standard IT procurement service, where possible/available. If software could not be purchased through standard IT procurement service, documentation of reason must be provided (e.g., extended procurement timeline or software not available). The IT Cluster is able to source required equipment and are responsible for the process and the purchasing transaction Services Provided Acquisition, installation, configuration, basic troubleshooting, upgrades, basic user education, and vendor liaison; resolution is guaranteed Conditions of Full Support Full Support only applies to software that is: Purchased using UCLA Funds Vendor is still releasing patches/updates (not end-of-life) Included in the Supported Software List Acquired through standard IT procurement process (detailed in section 7.0 below) Exceptions Included in Supported Software List Limited below Software is not compatible with OS or hardware User refuses reinstallation solution The IT Cluster will not provide full support for acquisitions occurring outside of standard IT procurement processes, unless documentation of 8/12
9 exception is otherwise provided. All users are advised to consult defined support levels prior to the time of acquisition. Certain software not meeting defined criteria for Full Support may still be given Full Support based on approval due to extenuating circumstances (e.g., use of non-supported operating systems due to use of specialized software). Approval for exceptions will be granted at the discretion of the cluster director in conjunction with department leadership. Approved exceptions will be reviewed during the annual review of this Service Level Agreement to help determine a need for modification to the agreement. Every effort will be made to ensure that exceptions are granted in a consistent manner across all clustered departments Best Effort Support Definition Best Effort Support will be provided for software purchased with University funds that do not meet the conditions of full support and for devices that fall under the exceptions for full support Services Provided Non-prioritized service limited to basic troubleshooting and usage questions. A resolution is not guaranteed, but is dependent upon availability, capability, and capacity of staff and other resources. For devices not covered, the IT Cluster will assist in guiding end users to the appropriate party for troubleshooting Conditions of Best Effort Support Best Effort Support only applies to software that is purchased using UCLA funds, used on University Owned devices and meets one of the conditions below: Vendor is still releasing patches/updates (not end-of-life) Included in the Supported Software List Limited Not acquired through standard IT procurement processes Exception to Full Support For research software used for Lab Equipment user will need to contact vendor directly for support Outdated Software or Operating System that must be used for specific research tools or equipment will received minimum support. And the device must be disconnected form the network. 9/12
10 Supported Software List The following software is supported* by the IT Cluster: SOFTWARE CATEGORY NOTE Microsoft Windows 7, Vista, Windows XP Operating System XP Support limited to Best Effort 04/2014 Apple Mac OS Operating System End User Device as primary workstation Linux Operating System and have special need to use Linux Ubuntu is preferred Existing Server for Research purposed shared by multiple users and IT has the admin right Microsoft Office Productivity Office 2003 limited to Best Effort 04/2014 Mac iwork 09+ Productivity Adobe Acrobat & Reader Productivity Department Applications Productivity Internet Explorer 8.x + Web Browser Google Chrome, Firefox, Safari Web Browser Adobe Acrobat & Reader Productivity Department Applications Productivity PGP Encryption Utilities Antivirus Utilities Sophos, Symantec Remote Desktop Utilities Parallels, VMWare Virtualization UCLA Health System Tools Clinical Tools Productivity e.g. Cadwell, LifeImage, PACS * Full Support will not be provided for software add-ons Supported Software List Limited The following software is supported* by the IT Cluster: SOFTWARE CATEGORY NOTE Linux Operating System Ubuntu, RedHat, Solaris, usage not listed under full support Ubuntu is preferred (as a common ground) SAS Statistics SPSS Statistics ENDNOTE Productivity ADOBE CS Productivity Research Software Scientific Matlab, GraphPad, ChemDraw, MacVector, DNAStar, Sequencher * Support will not be provided for research software used for Lab Equipment. Users will need to contact vendor directly for support. The ITC anticipates a soft transition towards adoption of new software standards for support. During this transition period the ITC will work with end users to ensure that needs are met to the ITC s full capability and that a transition plan is developed for future refreshes. 10/12
11 5.5. Service Performance Evaluation of performance against defined targets will occur on a monthly basis: Metric Target Red If Time to Answer Help Requests <= 1 Day >= 3 Days Help Requests Answered >= 95% <= 85% Help Requests Resolved >= 90% <= 80% Time to fulfill Service Requests <= 1 Day >= 3 Days Time to Deploy PC or Mac <= 2 Days >= 3 Days Time to Deploy Printer <= 1 Day >= 2 Days Time to Restore Service to Single Device <= 1 Day >= 2 Days Total Open Tickets <= 30 >= 50 Customer Satisfied with Service Request >= 90% >= 80% Network Availability Per Quarter >= 99.99% >= 99% Emergency Changes Quarterly <= 6 >= Service Management Effective support of in-scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in-scope services and related components Service Availability Coverage parameters specific to the service(s) covered in this Agreement are as follows: General Business Hours: 7:00 AM to 5:00 PM, Monday Friday (excluding holidays) Core Support Hours: 8:00 AM to 4:00 PM, Monday Friday (excluding holidays) Service availability is subject to change based on determination by department leadership in conjunction with Cluster IT Director (e.g., end of year closure). Exceptions/additional service availability may be granted by department leadership in conjunction with the Cluster IT Director to a limited amount of users based on business need and resource availability Service Requests Service tickets/requests may be initiated through the following means: 11/12
12 Online Ticket Submission Users may logon to ITC.mednet.ucla.edu and submit a support request through the ServiceNow Ticketing System. This is the recommended approach for most support requests and users will receive an automated response acknowledging receipt of service request. Submission Users may the helpdesk at ITCSupport@mednet.ucla.edu. The support mailbox will be monitored during General Business Hours and requests will be answered in the order received. requests will generate a ticket within ServiceNow for status tracking. Shared Phone Support Line If access to the online ticketing system and e- mail is not readily available, users can call the shared support line at The line will be monitored during Core Support Hours, but online ticket and submission are the recommended and preferred request methods. Unless otherwise specified, requests received with online ticket submission, submission, and the shared support line will receive the same priority and be managed accordingly. IT Cluster support technicians will attempt to contact users at least 3 times over 3 business days if further information/action is required from the requestor. If no response is received after the 3 rd attempt, the ticket will be closed on the 4 th business day after initial request. A new request for support may be initiated by the end user if support is still required Escalation Procedures: After pursuing the standard service request reporting mechanism via a service ticket submitted directly by the end user or their IT Professional through the Help Desk, the submitter will have a service ticket number that can be used to reference the service request reported. If a service has reached its second day without a resolution, the service request can be progressively escalated by the user in this manner: Via Help Desk, at user's request, call is forwarded to Tier 2 Via Help Desk, at user s request, call is forwarded to the Tier 1 & 2 Supervisor / Manager Via Help Desk, at user s request, call is forwarded to the IT Director or a call back would be needed 7. Procurement It is recommended that all hardware and software be purchased using the standard IT procurement processes. Best Effort Support for hardware and software will not be provided to items purchased outside of the standard IT procurement processes unless a documented exception is granted. 12/12
Solutions Provider. The Service Desk. Not Included:
END USER SERVICE DESK LEVEL 1 & 2 CSI s Service Desk provides telephone and e-ticket support. Our cost efficient solution enables support personnel to access client systems providing instant support just
More informationInformation Technology Services. HelpDesk. Service Level Agreement (SLA) Effective November 13, 2012
Information Technology Services HelpDesk Service Level Agreement (SLA) Effective November 13, 2012 Holy Family University IT Service Level Agreement Page 1 Holy Family University Information Technology
More informationService 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 informationUniversity 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 informationService 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 informationCENG 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 informationEmployee 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 informationInformation Technology and Services (IT & S)
Information Technology and Services (IT & S) Service Level Agreement (SLA) Table of contents Mission... 3 Scope... 3 Help Desk services... 3 Helpdesk Hours of operations / Service Request... 3 Priority
More informationREMOTE ACCESS SERVICE SUPPORT. ICR User Support Guide
REMOTE ACCESS SERVICE SUPPORT ICR User Guide Question Answer/ What is supported Non-ICR computer access 1. What are the support hours for the remote access service? The IT Helpdesk service is available
More informationSTANDARD SERVICE LEVEL AGREEMENT
STANDARD SERVICE LEVEL AGREEMENT Prepared and effective as of Monday, 3rd August 2015 By Daniel Herr Managing Director of Tech Help Direct To download the most current version, please visit: www.techhelpdirect.com.au/service-level-agreement
More informationSystems 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 informationIT-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 informationAdministration 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 informationREQUEST 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 informationEnterprise 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 informationHP 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 informationCarl H. Lindner College of Business
Carl H. Lindner College of Business Information Technology Overview Autumn 2013 Shannon Funk Director of Information Technology Shannon.Funk@uc.edu LCB IT Team Shannon Funk Director of Information Technology
More informationWarner CNR Computer Desktop Support Policy
Warner CNR Computer Desktop Support Policy Documentation Date: November, 2013 The Natural Resources Computing and Network Services (NRCNS) goal is to provide, support and encourage efficient and safe use
More informationNETWORK & WORKSTATION SERVICE LEVEL AGREEMENT
NETWORK & WORKSTATION SERVICE LEVEL AGREEMENT This Service Level Agreement (SLA) covers Network and Workstation Services Customers College faculty, staff and students. Mission To support an integrated,
More informationService Level Agreement. Desktop Support
Service Level Agreement Desktop Support Institute for Quantitative Social Science (IQSS) and Harvard MIT Data Center (HMDC) 15 October 2009 1. Overview This service level agreement defines the baseline
More informationHP 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 informationService Level Agreement (SLA) for Customer by. Cybersmart ISP. (Cloud Hosting Agreement)
Service Level Agreement (SLA) for Customer by (Cloud Hosting Agreement) Effective Date: Document Owner: Version Version Date Description Author 1.0.2 07-05-2013 Service Level Agreement 1.0.3 22-10-2013
More informationDesktop 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 informationOffice of Information Technology (OIT) OIT Managed Desktop Support SLA Addendum Definitions and Details
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
More informationService Level Agreement between LCMS Plus, Inc. and [CLIENT SCHOOL]
Service Level Agreement between LCMS Plus, Inc. and [CLIENT SCHOOL] 1) Purpose and Scope This is a Service Level Agreement (SLA) between LCMS Plus, Inc. ( the Company ) and CLIENT SCHOOL (the Institution
More informationDESKTOP 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 informationComputer Services Service Level Agreement
Computer Services Service Level Agreement Contents I. General Information... 1 II. IT Support Products and Services... 2 Hours of Operation... 2 Contact Information... 2 Priorities and Response Times...
More informationManaged 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 informationOffice 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 informationESXi Cluster Services - SLA
1 General Overview This is a Service Level Agreement ( SLA ) between the customer and IST Infrastructure Services (IST-IS) to document: The technology services IST-IS provides to the customer The targets
More informationIntroduction 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 informationSentinel 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 informationService Level Documentation April, 2015
Service Level Documentation April, 2015 Purpose of the Service Level Document The purpose of this Service Level Document is to outline the relationship and responsibilities between Information Technology
More informationGeneral Hardware Requirements... 1. Workstation Requirements... 2. Application / Database Server Requirements... 3. Storage Requirements...
General Contents General... 1 Workstation Requirements... 2 Application / Database Server Requirements... 3 Storage Requirements... 4 Thin Client Requirements... 5 HIS/RIS Interface Installation... 6 Interfacing...
More informationGoucher 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 informationBusiness white paper. HP Business Helpdesk. System requirements and supported products
Business white paper HP Business Helpdesk System requirements and supported products Minimum system requirements Operating System: Current Licensed Versions for Microsoft, Apple or Android, detailed in
More informationOhio 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 informationAPPENDIX 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 informationVVC 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 informationREQUEST 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 informationCustomized 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 informationDIVISION OF ENGINEERING COMPUTING SERVICES DECS SERVICE DESK. Fall & Spring: Monday Thursday 8am to 9pm. Summer & Breaks:
DECS Community IT Michigan State University College of Engineering DIVISION OF ENGINEERING COMPUTING SERVICES DECS SERVICE DESK For all questions and requests visit www.egr.msu.edu/decs or 1325EB, e mail
More informationCOUNTY OF ORANGE, CA Schedule 2G Desktop Support SOW SCHEDULE 2G DESKTOP SUPPORT SOW. for. Date TBD
COUNTY OF ORANGE, CA Schedule 2G Desktop Support SOW SCHEDULE 2G DESKTOP SUPPORT SOW for COUNTY OF ORANGE, CA Date TBD COUNTY OF ORANGE, CA Schedule 2G Desktop Support SOW Table of Contents 1.0 Desktop
More informationFinance and Business Operations. Information Technology Services Department. Service Level Agreement
Finance and Business Operations Information Technology Services Department Service Level Agreement Updated February 28, 2012 Table of Contents Purpose and Ownership of Document.. Introduction... Mission,
More informationHouston Community College. Information Technology Service Level. Agreement (SLA) CUSTOMER SUPPORT DEPARTMENT
1 Houston Community College Information Technology Service Level Agreement (SLA) CUSTOMER SUPPORT DEPARTMENT 2 Document Revision History Date Author Revision Description 02/20/2009 Wayne Ayers 1.1 IT Customer
More informationInformation Services Department
Effective: July 1, 2008 Support The Information Services Department (ISD) Help Desk will provide a first point of contact for employees for problems involving computer hardware or software. It will be
More informationFor 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 informationStandards of Technology Support
Standards of Technology Support Summary The Computing Services Group () provides information technology assistance, oversight and resources for the college s teaching, research and outreach missions. By
More informationUniversity 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 informationWorkstation 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 informationKennebec Valley Community College Information Technology Department Service Level Agreement
Kennebec Valley Community College Information Technology Department Service Level Agreement 1. Introduction 1.1 Information Technology Department Mission Statement 1.2 Information Technology Department
More informationRequest for Proposals (RFP) Managed Services, Help Desk and Engineering Support for Safer Foundation www.saferfoundation.org
Request for Proposals (RFP) Managed Services, Help Desk and Engineering Support for Safer Foundation www.saferfoundation.org IMPORTANT NOTICE All proposal question and inquiries must be sent by email to
More informationBusiness and Administrative Services. Information Technology Services Department. Service Level Agreement
Business and Administrative Services Information Technology Services Department Service Level Agreement Updated April 27, 2015 Table of Contents Purpose and Ownership of Document.. Introduction... Mission,
More informationPrepared by: OIC OF SOUTH FLORIDA. May 2013
OIC OF SOUTH FLORIDA REQUEST FOR PROPOSAL INFORMATION TECHNOLOGY SUPPORT SERVICES Proposals will be received by OIC of South Florida for Information Technology Support Services. Interested vendors should
More informationLHRIC Network Support - Additional Service Features
LHRIC Network Support - Additional Service Features It is important to note that costs associated with LHRIC Network Support service not only cover an on-site support engineer but also include a number
More informationEffective Date: March 1, 2013. Version Date Description Author
Unified Level of Service ( ULS ) for a Minimum Level of Support for Mobile Devices provided by Purdue University Academic IT to Purdue University Faculty, Staff & Graduate Staff Effective Date: March 1,
More informationWSU Vancouver Information Technology Service Catalog
WSU Vancouver Information Technology Service Catalog Overview The VIT Service Catalog documents the technology services and support delivered by VIT to its customers. Included are the general levels of
More informationITU Service - Content Management System (CMS) - 2012
ITU Service - Content Management System (CMS) - 2012 Table of Contents 1 Purpose and General Overview... 2 2 Service Description: Content Management System... 2 2.1 How to Request Service... 3 2.2 Service
More informationCSG 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 informationHELPDESK & SERVER MONITORING. Helpdesk HOURS OF COVER KEY FEATURES
HELPDESK & SERVER MONITORING Organisations are under pressure to implement efficient, reliable and cost effective helpdesk And server monitoring service solutions. Our Helpdesk & Server Monitoring services
More informationDepartmental 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 informationSimon School IT FAQ Guide
Simon School IT FAQ Guide 1 What Are The Suggested Specs My Computer Should Have? The Simon School Information Technology Department can make the following suggestions: Windows XP Operating System 1) CPU
More informationGet what s right for your business. Contact @lliance Technologies.
Provisioning Looking for new technology? You need systems in line with your business goals. You also need those systems to interact seamlessly. We can help you get the right technology to the right place
More informationSecure Virtual Assist/ Access/Meeting
Secure Virtual Assist/ Access/Meeting Easy-to-use tools for secure remote support, PC control and collaboration Technical support by phone, email, chat and pre-installed remote support clients can be cumbersome,
More informationFor more information, please visit the IST Service Catalog at http://ist.berkeley.edu/services/is/calweb-iis
1 General Overview This is a Service Level Agreement ( SLA ) between and the Enterprise Windows Team to document: The technology services the Enterprise Windows Team provides to the customer The targets
More information46 years of success Anne Arundel Community College. State of Technology at AACC
State of Technology at AACC Desktop Computing Perspective 3,141 PCs and laptops in use 1,818 used for instruction 1,323 in support of faculty and staff Instructional PCs replaced every 3 years, faculty
More informationDOT.Comm Oversight Committee Policy
DOT.Comm Oversight Committee Policy Enterprise Computing Software Policy Service Owner: DOTComm Operations Effective Date: TBD Review Schedule: Annual Last Review Date: Last Revision Date: Approved by:
More information1 OPPORTUNITY SUMMARY
REQUEST FOR PROPOSALS: MANAGED SERVICES FOR INFRASTRUCTURE AND IT SUPPORT SERVICES Posting Date: Thursday, January 7, 2016 Due Date: Friday, February 5, 2016 1 OPPORTUNITY SUMMARY The Massachusetts Clean
More informationCarahsoft End-User Computing Solutions Services
Carahsoft End-User Computing Solutions Services Service Description Horizon View Managed Services Bronze Package Managed Services Package Options # of Desktops to be Managed Desktop Type Duration of Services
More informationTroubleshooting and Supporting Windows 7 in the Enterprise
Troubleshooting and Supporting Windows 7 in the Enterprise Course 6293; 3 Days, Instructor-led Course Description This three-day instructor-led course will teach IT Professionals, experienced with Microsoft
More informationInternal 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 informationEXHIBIT 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 informationManaged 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 informationHelpDesk Service Description ( HelpDesk )
HelpDesk Service Description ( HelpDesk ) I. HelpDesk Service Overview HelpDesk provides support on virus, spyware and multiple versions of industry standard applications in addition to factory-installed
More informationAncero Hosted Virtual Server (HVS) and Hosted Virtual Desktop (HVD) Service Guide
Ancero Hosted Virtual Server (HVS) and Hosted Virtual Desktop (HVD) Service Guide Table of Contents 1. DEFINITIONS... 3 2. SCOPE OF SERVICES... 3 3.1 HVD... 4 3.2 WEBHVD... 4 3.3 HVS... 4 3.4 STORAGE D3...
More informationCLEAR Faculty Help Desk Service Level Agreement (SLA) - Last updated 03/19/2013
CLEAR Faculty Help Desk Service Level Agreement (SLA) - Last updated 03/19/2013 Table of Contents Purpose.A Scope of Support...B Ways to Request Support.C Requests Pending User Response..D Service Escalations..
More informationBasic Citrix Manual. Apple Computers and Laptops. Version 1.3. Created by Joshua Lindemann
Basic Citrix Manual Version 1.3 Created by Joshua Lindemann Table of Contents Technology Services Help Desk... 3 Background... 4 Citrix Virtual Environment... 4 Wireless Access... 4 Security... 4 Configuring
More informationService 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 informationInfrastructure Technical Support Services. Request for Proposal
Infrastructure Technical Support Services Request for Proposal 15 May 2015 ISAAC reserves the right to reject any and all proposals, with or without cause, and accept proposals that it considers most favourable
More informationMSP 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 informationMary Immaculate. ICT Services. ICT Helpdesk. User Guide
Mary Immaculate ICT Services ICT Helpdesk User Guide Table of Contents 1. Introduction 3 2. How To Log A Call With The ICT Helpdesk 3 2.1 Email 3 2.2 Phone 3 2.3 Voicemail 3 2.4 Web Self Service Option
More informationCUSTOMER NAME. Hosting Services Agreement
CUSTOMER NAME Hosting Services Agreement Service Plan Details FLYWIRE TECHNOLOGY offers three service plans: Silver, Gold and Platinum based on the services your firm needs. The Silver plan is designed
More informationTECHNICAL REQUIREMENTS 4.5.241
TECHNICAL REQUIREMENTS 4.5.241 TABLE OF CONTENTS TECHNICAL SUPPORT LEVELS... 3... 3 Not... 3 End-of-Life... 3 SERVER HARDWARE REQUIREMENTS... 4 Physical Server... 4 Virtualized Server... 4 SERVER SOFTWARE
More informationQHR Accuro EMR IT Hardware Requirements
QHR Accuro EMR IT Hardware Requirements Hardware Requirements for Accuro EMR Table of Contents Local Install Platform:... 3 Server Requirements:... 3 Workstation Requirements:... 4 Peripheral Requirements:...
More informationUCLA Communications Technology Services. Bruin OnLine Services. Service Level Agreement
UCLA Communications Technology Services Bruin OnLine Services Effective Date: July 2006 TABLE OF CONTENTS 1.0 Scope.2 2.0 Services Provided...2 3.0 Consulting Services.7 4.0 Service Request Acknowledgement/Resolution.9
More informationMonterey Peninsula College
Monterey Peninsula College Information Technology Department Services Level Agreement 2013/14 Purpose The purpose of this document is to define service levels provided to Monterey Peninsula College (MPC),
More informationComputing Services Helpdesk
s e r v i c e l e v e l a g r e e m e n t Computing Services Helpdesk This document contains an agreement between the Computing Services (CS) Helpdesk and the Faculty, Staff, and Students (FSS, or Ross
More informationPosition Number: 02019231 Dept: ENT APPS & INFRASTRUCTURE SVCS - 061419
Position Description Report Run Date Position Number: 02019231 Apr 29 2016 3:03PM Dept: ENT APPS & INFRASTRUCTURE SVCS - 061419 Position: Approved Payroll Title Code: 7309 SR. IT SUPPORT SPECIALIST Approved
More informationEnterprise File Service
` Service Definition Enterprise File Service Draft Version 1.6 Signoff: Name Role Signature & Date Mark Fortini Director, IT infrastructure Services Page 1 of 22 16/03/2011 Document Control Information
More informationService Description ProSupport for IT
Service Overview Dell is pleased to provide (the Service or Services ) for select server, storage, desktop and notebook systems and printers (the Supported Products as defined below) in accordance with
More informationThe Hotchkiss School Information Technology Services. Service Level Agreement (SLA) with the Hotchkiss Community for Technology User Support
I. Summary The Hotchkiss School Information Technology Services Service Level Agreement (SLA) with the Hotchkiss Community for Technology User Support The Hotchkiss Information Technology Services (ITS)
More informationStudent Desktop@ Home
Student Desktop@ Home Full Off Campus Access to your Programs and Files Full Access to the University from Home You can access the University from any computer with an internet connection. This system
More informationIT Support for London
IT Support for London London Systems IT Support Your Helpdesk What s included; We are your IT Department, we are at the end of a phone to listen and work with you to resolve the situation no matter where
More informationIII. Services Required The following details the services to be provided to the Town of North Haven in the area of information services:
TOWN OF NORTH HAVEN REQUEST FOR PROPOSALS INFORMATION TECHNOLOGY NETWORK SUPPORT SERVICES Issue Date: March 7, 2016 Due Date: 10:00 AM, Monday, March 28, 2016 I. Introduction The Town of North Haven is
More informationKeeping your Java updated Software updates using ITS desktop management. March 2015. William Neville wpjneville@mun.ca Bill Hearn bhearn@mun.
Keeping your Java updated Software updates using ITS desktop management March 2015 William Neville wpjneville@mun.ca Bill Hearn bhearn@mun.ca Agenda What is SCCM? Why SCCM? Who has SCCM? Software Updates
More informationPavelComm s Pro-Tech Lite Fact Sheet
PavelComm s Fact Sheet PavelComm s Fact Sheet - IT for Small Companies with Big Business Needs Owners, Executives and Managers should be investing in and integrating technology to increase the productivity
More informationAPPENDIX 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 informationSupport Common Questions
Support Common Questions 1. How will my data get to BCNS Technologies? One of our technical representatives will call your office and we will schedule an appointment with you to retrieve your application
More informationService Desk Technician Service Desk Team Leader None IT
Job Description Job title: Reporting to: Direct reports: Division: Service Desk Technician Service Desk Team Leader None IT Purpose of job IT Service Desk s goal is to deliver optimal service to our internal
More information