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 919-515-HELP or send an email to help@ncsu.edu. 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
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 1-25 25 GB 26-50 50 GB 51-99 100 GB 100+ 125 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
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
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. 2.10 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. 2.11 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, email 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. 2.12 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 emailed 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, email 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. 2.13 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. 2.14 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
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. 2.15 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. 2.16 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. 2.17 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. 2.18 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
Premium Support offerings will supersede and overrule any limitations of similar description in the previous levels. 2.19 1-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. 2.20 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. 2.21 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. 2.22 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
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 11-12 (July 1, 2011-June 30, 2012), discussions and service level modifications will be made in April 2011). OITManagedDesktopSupportSLAAddendum Page7of7