1 General Overview
This is a Service Level Agreement (“SLA”) between the InCHIP Affiliates or staff and InCHIP Advanced Storage Solutions Information Technology Department (InCHIP IT):
- The Standard Desktop Support (SDS) Service
- The general levels of response, availability, and maintenance associated with this service.
- The responsibilities of InCHIP IT as a provider of this service
- The responsibilities of the clients receiving this service
2 Service Description
InCHIP clearly documents services provided in the InCHIP IT Service Catalog
2.1 Service Scope
The Standard Desktop Support service is an integrated suite of support services for campus faculty and staff university-owned Windows and Mac computers. Support staff use the LogMeIn remote control tools when available to provide assistance and service support.
Support is provided by the most efficient method available primarily over the phone, with remote control assistance, via email, and through in person visits.
SDS features are organized around the lifecycle of a supported computer and include:
Plan / Purchase
- UConn publishes supported software standards to inform software purchasing and support at: UConn Software
- UConn provides an order form for selected standard software applications and coordinates software license purchases for university-owned computers. The order form is available at: http://software.uconn.edu/forms/
- InCHIP IT publishes new computer hardware purchase recommendations that can be ordered via InCHIP purchasing for Dell, Lenovo, Microsoft and Apple. These recommendations are updated in response to changes in vendor offerings. Recommended hardware is at: InCHIP Standard Desktop Configuration
- New computers are configured with a baseline standard set of software including a current operating system, licensed common software applications, anti-virus/anti-spyware software, and remote administration tools.
- Computers are configured in compliance with campus security policies, and other configurations that may be specific to divisions or units.
- Computers are configured to use campus services such as email, calendar, VPN, and connections to the campus wired and wireless networks.
- Software not included in the baseline standard is installed when requested and properly licensed. Clients may be asked to provide installation media for non-standard software.
- Computer setup includes:
- Migration of client documents and preferences
- Configuration of standard networked printers
- Retention of client data for a minimum of two weeks to ensure complete data transfer
- Physical relocation of computers is supported on a case-by-case basis as determined by InCHIP IT Support Center staff.
- Software Support
- Support technicians will install and upgrade software in response to client requests, changes to campus standards, security requirements, or to resolve problems. Software may be installed with remote tools.
- Supported software is installed on university-owned Windows and Mac computers used for research, instruction, and university business.
- Proof of license must be provided. UConn Software has installers for most common applications.
- If UConn Software or InCHIP IT does not have installation media, the person requesting the installation must provide the media.
- Some software requires specialized configuration. InCHIP IT staff can configure software if documentation is available.
- In accordance with security policy, only software that is being actively updated/patched by the vendor will be installed. Exceptions will be made for university business or business systems which are not compatible with current software versions.
- Software Troubleshooting Support
- Support staff will provide assistance for software that is not launching or functioning properly.
- Initial investigation is always provided to determine if the software issue is system or network-related.
- Problems with some business systems or specialized software may be referred to system specialists.
- Software & Services Usage Support
- The Support Center facilitates finding documented solutions to requests regarding features and functions of supported software or IT services used on supported computers.
- Support Center staff will assist clients with application use questions in the form of referring to help systems, Google, Knowledge Base articles, and other online resources.
- For software not on the UConn Software list, Desktop Support will resolve installation and functional errors where solutions are practically available.
- Computer Repairs
- Support for computer warranty repairs includes equipment pickup, shipping, tracking, and return. Completion of repairs is verified.
- Non-warranty repair is provided for standard computers for which the extended warranty has expired. Repair by support technicians includes replacement of user-serviceable parts provided by the customer. Clients may need to utilize a non-campus repair vendor for non-user-serviceable part repair.
- Printing functions of standard networked printers are supported including deployment and configuration of printer settings, registration, and printing from business systems (FIS, PPS, etc.)
- Installation of client-provided driver software for peripherals such as printers, scanners, external storage devices, and input devices
- When practical, temporary access to the web and web-enabled tools such as campus email and calendar systems are provided while a computer is being replaced or repaired. Temporary computer loans are dependent on availability from divisional equipment pools.
- InCHIP IT coordinates computer disposal with campus surplus and e-waste programs. Data is securely erased on storage devices prior to disposal.
2.1.1 Client Requirements
The following requirements apply to clients receiving this service.
- Clients will provide access to supported computers either in-person or via the LogMeIn tool for remote assistance.
- Clients will be available to support staff to answer questions that facilitate service delivery.
- Clients will submit requests for service using standard methods.
- Client-purchased equipment may need to be stored by client until scheduled time of deployment.
- Clients must provide proof of license when requesting software installation.
- Clients will provide installation media for printer or peripheral device driver installation if needed.
- Clients will validate data transfers to new computers within two weeks before requesting disposal of old computers
- Clients will submit requests to initiate data destruction and surplus/disposal of old equipment
2.1.2 Boundaries of Service Features and Functions
Standard Desktop Support (SDS) is available for computers that meet the following criteria:
- The supported equipment is university property, not personally owned
- Computer is compatible with standard operating system requirements
- Computer is running a Standard Operating System.
- Support technician administrative access exists or can be created on the computer. This can be a local SDS admin account or a domain account with admin access.
- Support Center can re-image a computer when necessary to resolve an incident or complete a service request.
- Support Center has the ability to remotely control the computer with the client’s authorization
- Computers in labs may be eligible for support on a per-lab basis if the lab configuration meets all other requirements for service support. Clients should contact the SDS service manager to evaluate lab support.
2.2 Service Level Performance
2.2.1 General Service Levels
The InCHIP IT goal is to assign and acknowledge incidents and service requests within 8 business hours of receipt. An incident is any interruption in the normal functioning of a service or system.
2.2.2 Specific Service Levels
At this time there are no service levels specific to the Standard Desktop Support service.