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 of the service and to adjust the rates annually. In FY 2015 we changed the DSP model to offer new levels of service. Over the last year we assessed the new levels of service based on customer use and associated expenses. Based on that assessment we have been able to determine the appropriate level of support, costs, and services that our customers require from the Desktop Support Program to provide quality cost efficient technology support services to the University. For FY 2016 the new Desktop Support Program rates will be: Business Class - $481/device Enterprise Class - $721/device Our records show that your department currently has xx devices (desktops and laptops) supported by DSP. Please see appendix 3 of this document for the list of devices. The quote below is based on this number. If you would like to adjust this number please notify me prior to signing this document. Note that any computer not reflected in this count will not be supported by DSP starting July 1, 2016. Enterprise Level ($721/device) 10 devices = $7,210 Business Level ($481/device) 10 devices = $4,810 Thank you, Desktop Support Manager (412) 268-6478
Appendix 1 Business Tier Support DSP will be your Departmental Computing Administrator Active Directory: Initial setup & configuration of departmental OUs, adding new employees and on going maintenance Group Policy: Configuring security policies for customers, adding new employees and on going maintenance Shared Network Storage (DFS): Initial setup & configuration of departmental and individual folders, adding new employee adds and on going maintenance. Network Printer Management: Connect customers to DSP supported network printers via manage print server in Computing Services. This makes it easy to access printers. We can connect users to a local (Personal) printer but this is best effort. This includes label makers. We can facilitate repairs both in warranty and out of warranty with authorized vendors. Patched & Secure Desktop: monthly and emergency patches and updates to standard software applications like operating system, Internet browsers, and more Computing Services Resources: DSP will act as your liaison to other Computing Services groups for issues or requests that require additional help New Equipment: DSP will assist you in obtaining new computer hardware by: o Consulting you on supported models to meet your needs o Brokering the acquisition of equipment through CMU approved vendors (may include using the Computer Store) o Receiving, configuring, and setting up 1 new device per year per staff member in your department Basic desktop support for one device per person All support may be provided via Remote Technology except in the following circumstances: o Hardware failures require onsite pickup or repair o Inability for device to connect to the CMU network o Installation of a new device o Can't be resolved remotely determined by DSP Standard software support owned by department or University and approved by DSP (listed on website) o Installation o Setup o Troubleshooting o Maintenance Non- Standard Software (Best Effort) o Installation o Setup o Basic troubleshooting (Best Effort) Hardware Support o This covers basic troubleshooting to provide warranty provider with details of faulty equipment o DSP will assist in sending device out for repair or calling vendor onsite for repairs o Your department must cover all repair costs. Mobile Device Support o Basic connectivity to CMU Secure wireless network o Setup and basic support for CMU Exchange (email, calendar and contacts) only 2 of 5
Enterprise Tier Support Includes all Business tier support listed. Weekly/Bi- weekly onsite support 3 hours of onsite support per device per year Example: o If you have 20 supported devices that equals 60 hours of onsite support o This translates to 1 hour per week where a DSP consultant will be on site in your area (based on a 50 week year) Non- Standard Software Support (beyond basics) Install & configure Troubleshoot (Best Effort) Work with vendors/manufacturers for resolution Hardware Support (beyond basics) Replace parts that will not void the manufacturer's warranty (ex: memory, hard drives, keyboards, etc.) Replace parts for out of warranty devices that are still supported by DSP Install, configure and troubleshoot (best effort) peripheral devices such as card readers and scanners Your department is responsible for all costs and liability. Disposal of old devices Wipe device and image for take home, donation or sale Remove device and work with proper authority to dispose Help you with process to sell or donate Department Meetings Discuss current issues Discuss current technologies used at CMU Consult on technologies not currently used by your department or CMU Review current technologies used by your department Educate your group on current products Review best practices 3 of 5
Appendix 2 DSP Service Level Agreement An Incident is defined as an unplanned interruption to an IT service or reduction in the quality of an IT service. This includes supported services, applications, or functionalities. A Request is defined as a customer asking for information or for a standard change about a supported service, application, or device. Something they don t currently have. More complex (non- standard) requests may need to be handled outside of the SLO times below. The following tables are Service Level Objectives defined by the Computing Services Division pertaining to the Incident and Request process. These are goals for each group, such as DSP, to achieve for its customers. These Objectives are based on the priority level of the Incident or Request. Priority is determined by severity of the Incident or Request. These times may change depending on workload or time of year. PRIORITY - INCIDENTS TARGET TIME TO ASSIGN TO A DSP CONSULTANT TARGET TIME TO RESOLVE AN INCIDENT 1 Major Incident 30 minutes 4 hours 2 Critical 1 business hour 1 business day 3 High 4 business hours 2 business days 4 Normal 6 business hours 5 business days PRIORITY - REQUESTS TARGET TIME TO ASSIGN TO A DSP CONSULTANT TARGET TIME TO COMPLETE A REQUEST 1 Urgent Request 30 minutes 4 hours 2 Critical 4 business hours 2 business days 3 High 6 business hours 4 business days 4 Normal 2 business hours 8 business days Note: DSP business hours are defined as 8:30 AM - 5:00 PM Monday - Friday excluding holidays. 4 of 5
Appendix 3 Current DSP- Supported Devices This section provides you with the current list of devices that DSP currently shows as being supported. Please make sure to check and verify this list as this is what your department will be billed. Any devices removed or not on the final list, including spare or take home, will not be supported by the Desktop Support team assigned to your department. Device Name Serial # User ID 5 of 5