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 for [Organization] (hereinafter referred to as Customer) at Carnegie Mellon. IT Consulting Services Desktop Support Service Levels are available online. Throughout this document, Customer is defined as those paying for the service (typically, a department); Users are those using the service (e.g. staff, student employees). Executive IT Support (formerly Platinum Service): Proactive, consultative IT support provided in- person and remotely. Emergency phone support is available 24/7/365. Dedicated staffing is provided for this service, limited to no more than 25 users per consultant. Requires the approval of both the President s Office and Office of the CIO to subscribe. IT Consulting Support: Proactive, consultative IT support provided in- person and remotely. A consulting team will be assigned to your department. Requires the approval of the department or division head to subscribe. Computer Environment Subscription Only: Limited consulting provided for departmental IT staff. Limited consulting includes remote, centralized management tools to aid departmental IT staff with installation of operating system, software applications, updates, and security configuration of computers. Service does not include IT Consulting Support for users. See DSP Managed Computer Environment page for details. Requires the approval of department s IT Manager to subscribe. MyDeptFiles DFS Subscription Only: Centrally managed, secured, and backed up high- availability server cluster for files. Available for Windows and Macintosh desktops and laptops. Initial subscription of 10GB required; minimum increase is 5GB. See MyDeptFiles page for details. Delegated administration and limited consulting are available for departmental IT staff, including initial setup and Active Directory assistance. Service does not include IT Consulting Support for users. Requires the approval of department s IT Manager to subscribe. IT Consulting Services Comparison Phone & In- Person Support Off- Hours Emergency Phone Support Service Levels: Business Travel & Home Computing Support ( Business Purposes Only) Printer Consumables Management Executive IT Support 7:30AM 5:30PM Mon- Fri IT Consulting Support 8:30AM 5:00PM Mon- Fri Department- Specific Software Consulting Andrew Accounts & Email Management Computer Environment Only MyDeptFiles DFS Only Data Storage, Backup, & Recovery Event & Tele- conferencing Support Managed Computer Environment Vendor / Contractor / Non- CMU Equipment Support KEY: = Provided by DSP = Additional fees may apply.
IT Consulting Services Definitions & Terms Phone and In- Person Support: Available during hours displayed on chart above. Includes assistance for all IT Consulting Support services. For contact details and response times, please see the Obtaining Support section on page 6. Desktop Support may request assistance from other Computing Services departments as necessary. Off- Hours Emergency Phone Support (Executive IT Support Only): Available any time 24 hours a day, including holidays. Includes assistance for all Executive IT Support services. For contact details and response times, please see the Obtaining Support section on page 6. Desktop Support may request assistance from other Computing Services departments as necessary. Because of the nature of remote support, it may be possible that not all issues can be resolved after hours. Business Travel & Home Computing Support (Executive IT Support Only): DSP will assist Executive IT Support Service users with computing issues relating to business while on domestic or international travel, or at home. Includes consultation and support for mobile device Internet connectivity, home network configuration, security best practices, etc. Computer equipment must be - owned, and must be configured according to DSP standards. Home visits are subject to available DSP staffing, must be scheduled at least one business day in advance; travel is limited to a 50- mile radius from CMU s Pittsburgh Campus. Printer Consumables Management (Executive IT Support Only): For Executive IT Support users, DSP can purchase (at Customer expense), deliver, install, and maintain toner and paper needed for printers. For other subscribers, these tasks are typically handled by departmental administrative staff. Department- Specific Software Consulting & Administration: DSP s role in supporting department- specific software is typically limited to the following: installation of software onto a PC or Mac, and/or acting as a liaison for departmental software needs. Most departmental software requests will require additional IT resources provided by the department or by Computing Services, and agreed upon using an Operational Level Agreement. Vendor- hosted/software- as- a- Service (SaaS) solutions, client- server software (requiring dedicated or specialized servers), and/or any software handling private or restricted data, may require additional review by Computing Services. As each case is unique, please consult with DSP as needed. DSP is able to install, configure, and maintain client software in a client- server software environment. Requires SLA Addendum and a support agreement with departmental IT resources. Andrew Accounts & Email Management: DSP provides assistance managing Andrew Account & Email Account access for staff, student employees, and guests. Includes adding and deleting accounts, assisting with password changes, and access requests. Data Storage, Backup & Recovery: DSP provides automatic backups for files saved onto the MyDeptFiles service (P: and S: drives) for secure storage and retrieval of - related data and files. Priced at $30/Gigabyte per year; initial subscription of 10GB required; minimum increase is 5GB. No automatic computer backups are provided unless otherwise indicated in the Scope, Expenses, and Billing section on page 7. DSP is able to attempt basic data recovery from failed hard drives. More difficult cases may be referred to third- party vendors like DriveSavers. Data recovery attempts are not guaranteed. Desktop Support assumes no liability for data loss. Third- party cloud backup services, such as Dropbox, are not supported at this time. Event & Tele- Conferencing Support: DSP will assist departments with set- ups for presentations and meetings as needed. DSP is not able to supply equipment for presentations; users are advised to contact MediaTech at www.cmu.edu/computing/class- event/. A rate of $125/hour applies for events requiring on- site, dedicated staffing; fee waived for Executive IT Support users. Such requests will be approved at the discretion of DSP Management provided adequate staffing is available. Managed Computer Environment: DSP provides installation of operating system, software applications and updates, and security configuration of computers; using remote, centralized management tools. See DSP Managed Computer Environment page for details. Vendor/Contractor/Non- CMU Equipment Support: The IT Consulting Support service can include support for contractors, temporary employees, and student employees; however, these employees may require an increased DSP consulting subscription. Non- CMU equipment can be considered for support, provided the equipment can be managed using central V8.0 9/14/12 2
IT tools (including the Windows Domain), or managed to Carnegie Mellon standards by the vendor s IT resources. Requires SLA Addendum. Services Under Consideration Electronic Document Management (Fortis/ OpenText) Windows SharePoint Services Desktop Backup Pilot Bomgar Remote Support Pilot Additional Service Recommend & Consult Purchasing Licenses Installation & Configuration User Training System Maintenance & Upgrades KEY: = Provided by DSP = Additional fees may apply. Definitions & Terms Electronic Document Management: Specialized software for document management provided by DSP by special arrangement, in order to support key business processes. Any additional required modules or licenses to be paid by department. Availability limited to current customers only; new customers require CIO approval. Windows SharePoint Services: Pilot service providing basic file sharing and collaboration services via a web- based software platform. As this is a pilot service, DSP may not be able to consider all new site requests that are submitted. Desktop Backup Pilot: Desktop backup software service for Windows and Macintosh desktops and laptops, under consideration by Computing Services. Various software packages may be evaluated. Bomgar Remote Support Pilot: CMU- hosted software platform allowing IT representatives to access user computers and mobile devices (such as phones and tablets) remotely, using secure protocols and authentication. User- friendly software prevents IT staff access without user authorization, and allows IT staff to share screen with users. Software actively used by Computing Services; pilot service is for departmental IT staff. V8.0 9/14/12 3
Device & Software Support (For All Consulting Service Levels) Devices & Items: Responsibilities: Staff Desktops & Laptops Department- Owned Loaner Laptops Mobile Phones, Tablets Kiosks, Public Access, Shared Computers Basic Computer Software Department- Specific Software Laser Printers, Scanners, Peripherals Recommend & Consult Pay for Purchase Multi- Function Printers Network Connectivity Purchase via Computer Store 1 1 Installation & Configuration 1 1 Performing Upgrades Managed Computer Environment 1 User Training 1 1 1 In- Warranty Maintenance & Repairs Out- of- Warranty Maintenance & Repairs KEY: = Provided by DSP 1 = Included, some limitations apply. See text for details. = Additional fees may apply. Device & Software Support Devices & Items Definitions & Terms Staff Desktops & Laptops: Computer, display, mouse, keyboard; necessary power, network, and other cables. Equipment must follow DSP Supported Hardware guidelines, and be - owned or leased, or otherwise contractually bound. All computers will be part of, or migrated to, computer management tools (e.g. Active Directory Domain, Anti- Virus, and Desktop Management software agents) within 180 days of signing this agreement. Equipment failing to meet these criteria may not be supported. Non- - owned equipment is only supported when an SLA addendum is in place. Department- Owned Loaner Laptops: Loaners are defined as extra computer equipment not specifically assigned to an individual; intended for guest use or as short- term replacements when a user s primary computer is being serviced. Desktop Support does not maintain an inventory of spare computers. Departments can elect to maintain their own loaner equipment pool, provided such equipment meets DSP Supported Hardware guidelines. Customer will be expected to assist by restarting department maintained loaner equipment from time to time in order to help ensure the equipment is automatically updated. Mobile Phones & Tablets: Android, Blackberry, Apple iphone & ipad, and Windows Mobile devices, including mobile phones and tablets that do not run a Desktop Operating System. Support for these devices is generally limited to basic usage, access to Carnegie Mellon network resources, such as wireless and VPN; device security configuration, and access to CMU calendar and email using Microsoft Exchange. Kiosks, Public Access, Shared Computers: As Desktop Support is best suited to support equipment assigned to individual staff or groups of staff, requests for Public Access computers and kiosks may be referred to other groups or vendors. V8.0 9/14/12 4
Basic Computer Software: Application software necessary for the user, including operating system, Carnegie Mellon licensed software, and any software necessary to perform job responsibilities. Support for standard Carnegie Mellon software as described on the DSP Supported Software page. Enterprise Applications (SIS, HRIS, Oracle Financials) are supported via agreements with respective support teams. Software support is limited to job- specific requirements. Department- Specific Software: As each case is unique, please consult with DSP as needed. DSP s role in supporting department- specific software is typically limited to installation of software onto a PC or Mac, and/or acting as a liaison for departmental software needs. Most departmental software requests will require additional IT resources that are outside the scope of DSP s services. Software involving hosted/software- as- a- Service (SaaS) solutions, client- server software (requiring dedicated or specialized servers), or handling of private or restricted data, may require additional review by Computing Services. DSP is able to install, configure, and maintain client software in a client- server software environment. Requires SLA Addendum and an Operational Level Agreement (OLA) with departmental IT resources. Laser Printers, Scanners, Peripherals: Equipment for individual or shared use. Equipment purchased without DSP review/recommendation may not be supported. Inkjet printers and fax machines are not supported. Printer maintenance issues will be referred to the Computer Store or an outside vendor. Multifunction Printers: Large, multifunction devices, generally providing printing, copying, scanning, and fax services, for multiple users or high capacity utilization. DSP s role assisting with installation and training is limited to network and security configuration, and basic PC/computer printing functions. Network Connectivity: Power and data outlets to support the equipment. DSP will assist with network planning and provisioning, and will configure devices and software for network access. DSP manages network registration (NetReg) for all managed devices. Responsibilities Recommend & Consult: DSP will assist Customer with locating appropriate software, hardware, printers, (etc.) that meet functional, business, security, legal, and manageability requirements. Customer should always consult with DSP prior to making purchases of equipment or software. Funding for Purchases: Customer is responsible for funding purchases of equipment and software, including maintenance, upgrades, and/or repair. Replacement cycles for upgraded equipment or software is at the discretion of Customer, but must follow the DSP Supported Hardware and Supported Software guidelines. Purchase via Computer Store: DSP can make purchases on Customer behalf, via the campus Computer Store using Oracle GL/GM Accounts only. Inventory and availability subject to change. Phones, mobile devices, and phone plans must be purchased directly by users, in order to comply with Policy. Please see: http://www.cmu.edu/stores/computer/ Installation & Configuration: For computers, standard printers, and computer peripherals, DSP will assist with receiving, unpacking, installing, and connecting equipment. Includes data transfer to new computer, installation of operating system and any applicable software. Users may need to be present for portions of an installation. Customer may need to provide software licenses and media. Performing Upgrades: DSP will perform software and operating system upgrades or replace old equipment with refresh (new), at Customer expense. Hardware upgrades may be referred to a third- party. Memory and/or hard drive upgrades can be installed by DSP depending on equipment s warranty status. DSP accepts no liability for damaged equipment, including equipment handled by DSP staff. Managed Computer Environment: DSP provides installation of operating system and software applications and updates, and security configuration of computers; using remote, centralized management tools. See DSP Managed Computer Environment page for details. User Training: Desktop Support can provide informal, in- person training for computer hardware, mobile/tablet devices, and recommended productivity software (as indicated on the DSP Supported Software page). Informal orientation for new employees is available. DSP Consultants can provide training/presentations appropriate for departmental staff meetings. Classroom- format training is not available. Additional training is the responsibility of Customer. Lynda.com training videos are available for CMU affiliates at www.cmu.edu/lynda/. V8.0 9/14/12 5
Maintenance & Repairs: Any preventative maintenance or repairs necessary for equipment. Desktop Support can assist in locating suitable vendors. Desktop Support may handle in- warranty repairs; out- of- warranty repairs are typically referred to the Computer Store. Obtaining Support Users can contact dsp@andrew.cmu.edu or (412) 268-6959, 8:30 am to 5:00 pm Monday through Friday, excluding holidays. [Executive IT Support users can call (412) 268-3771 from 7:30 am to 5:30 pm Monday through Friday; emergency assistance is available 24/7.] In order to provide consistent service, we require that users only contact DSP through these methods. After the initial request, DSP staff will reply based on the urgency and criticality of a request: Criticality Level Contact via Response Within Examples Urgent (Level 1) Phone Only 30 minutes Computer doesn t start, blue screen, can t log in/connect, suspected virus Important (Level 2) Phone/Email 3 hours Error message, can t print, slow computer General (Level 3) Phone/Email 1 business day General questions, projects, evaluate needs, training For details, please see: https://www.cmu.edu/computing/repair/dsp/requests/ Governance Desktop Support relies on staff collaboration to ensure this agreement meets the needs of Customer. Customer and Desktop Support will meet [Monthly Quarterly Annually] to handle any concerns or questions regarding this agreement, review service utilization, and plan for system upgrades, replacements, or other projects. Customer will invite Desktop Support Staff to departmental meetings as necessary to obtain feedback from users, stay abreast of departmental needs, etc. Customer will assist Desktop Support by advocating the Carnegie Mellon Computing Policy, procedures, and best practices via departmental channels such as staff meetings, etc. Desktop Support s Advisory Board meets twice annually, and is represented by delegates from each Vice President s Office. Contact the DSP Manager for more information. Administration Customer will be responsible for tracking all assets, including hardware, software, and printers. Desktop Support can assist with gathering this information for Customer. Customer will be responsible for maintaining and sharing lists of campus staff, remote staff, student staff, contractors, and vendors requiring access to CMU computing resources. Customer must provide adequate desk space, network connectivity, and office supplies for DSP Staff while working in their department. Customer will fund all purchases of computing equipment, software, and/or supplies. Customer is solely responsible for physical security of computer assets, as well as relocation services for departmental relocations (moves). [Customer/Desktop Support] will provide the primary office location for DSP staff assigned to Customer, including a physically secure desk space, storage area for equipment, telephone, network access, and supplies. Desktop Support will be responsible for tracking and monitoring service requests, including requests that are relayed to other internal or external groups or vendors. Desktop Support will be responsible for physical security of customer- owned computer assets located within DSP- managed facilities and while in the care of DSP staff. Desktop Support assumes no responsibility for any loss or damage to property or equipment that may occur in the process of supporting Customer. Desktop Support will be primarily responsible for overseeing IT staff assigned under this agreement. Desktop Support Staff will be included in staff meetings, department meetings, individual training, and group training. Desktop V8.0 9/14/12 6
Support Staff may be (re)assigned to other customer departments or internal assignments at the discretion of DSP Management. Desktop Support will be responsible for maintaining adequate staffing and service coverage. User Responsibilities Users will only contact Desktop Support using official channels, and will not contact DSP staff directly. Users will abide by the Carnegie Mellon Computing & Data Security Policies. References DSP Website: http://www.cmu.edu/computing/dsp/ DSP Supported Software: http://www.cmu.edu/computing/repair/dsp/software.html DSP Supported Hardware: http://www.cmu.edu/computing/repair/dsp/hardware/index.html Service Levels & Fees: http://www.cmu.edu/computing/repair/dsp/fees.html Managed Computing Environment: http://www.cmu.edu/computing/repair/dsp/roles/managed.html Data Classification: http://www.cmu.edu/iso/governance/guidelines/data- classification.html Lynda.com Training: http://www.cmu.edu/lynda/ Scope, Expenses, and Billing Invoices will be issued by September 15, 2012 Annual Billing will be complete by October 15, 2012 Subscription increases, decreases, or terminations are pro- rated monthly, and will be reflected in quarterly billing updates in January, March, and May. The IT Consulting Service is a subscription service, providing availability of access to IT consulting and support. No refunds or credits (e.g. roll- over time) will be provided for unused subscriptions. This agreement is in effect from July 1, 2012 through June 30, 2013. Agreements and rates will be reviewed every year, with the next review slated for October, 2012 for the 2013-14 fiscal year. Subscription levels are based on DSP s assessment of Customer s needs; DSP cannot guarantee that subscription level is sufficient. Either party has the right to terminate this agreement by written notice to the other party. Termination will become effective on the first of the month that follows 30 days notice. Customer has selected the following DSP Services with associated estimated costs: Service Subscription Level Unit Cost Subtotal IT Consulting Service [Complete for each customer] [Complete for each] $[Complete for each] Executive IT Support [Complete for each customer] [Complete for each] $[Complete for each] MyDeptFiles (DFS) [Complete for each customer] [Complete for each] $[Complete for each] Other [Complete for each customer] [Complete for each] $[Complete for each] Total $[Complete for each] Approval Name, Title & Contact Date Signature J. Alex Lang, Sr. Manager, Desktop Support jalang@cmu.edu (412) 268-8966 Oracle String V8.0 9/14/12 7