Workstation Computer Support Service Level Agreement

Workstation Computer Support SLA

Wednesday, September 05, 2012

Workstation Computer Support Service Level Agreement –

Draft

1. Overview

This is a Service Level Agreement ("SLA") between the UW-Whitewater Campus Community and iCIT

to define:

Three levels of support campus computers: fully supported, limited support or

unsupported

Procedures and requirements associated with supported, limited support, and

unsupported computers

NOTE: This SLA does NOT address software installed on the computer. Please see the

campus software support SLA for additional information.

2. Service Category Descriptions

In Warranty Supported

ICIT will fully support all campus computers, purchased through ICIT and utilizing the current ICIT

image, for the full length of the manufacture warranty at no charge to the customer. Typically:

PC's covered by a standard 3 or 5 year warranty

Macs covered by a standard 3 year warranty

All supported hardware must be installed by iCIT. Additionally, all supported computers must be

running an official campus image.

Full support by iCIT includes all repairs, installs, and answering questions related to the equipment

use, and is provided by ICIT through the Technology Support Center.

Please visit http://www.uww.edu/icit/services/tdc/specs.html

to view a list of current PC and Apple

computers that are considered the standard for UW-Whitewater

Out of Warranty Supported

PCs up to 6 years of age and Macs up to 4 years of age fall into this category. ICIT will continue to

repair and install the hardware on such computers free of charge; however, the customer will be

responsible for any hardware costs. The availability of hardware for computers in this category is

dependent on the vendor, and may impact the ability of iCIT to complete necessary repairs.

Specifically:

Mac hardware replacements in this category are limited to hard drives, memory, and

user replaceable batteries as well as video cards on Mac Pro towers only.

In order for computers to be classified in this category, it must be capable of running the standard

campus image.

Workstation Computer Support SLA

Wednesday, September 05, 2012

Limited Support

Computers in this category are not purchased or not imaged by ICIT. This category of support is

appropriate for rare instances when computer is a part of a 3

party system configuration, grant,

collaboration project or scientific research. Consultation with iCIT is required.

ICIT will diagnose hardware issues, facilitate warranty repairs and act as a liaison with the

manufacturer if applicable. ICIT will coordinate out of warranty repairs on these computers and

attempt to repair such computers. Customer will be responsible for all costs associated with

repairing these computers. If hardware parts for these computers are no longer available from the

manufacturers, ICIT may offer to temporarily replace such computers with surplus equipment

provided that Total Desktop Care (TDC) has suitable surplus equipment available for replacement.

Computers in this category will typically be determined on a case by case basis. Work done on such

computers is not guaranteed by iCIT.

Computers classified in this category will only be (re)imaged with the users accepting all

responsibility and acknowledges that the computer may cease to function, in which case ICIT

assumes no responsibility for it. It will be the users’ responsibility to replace the computer if

(re)imaging is unsuccessful; however, ICIT will work with the customer to achieve the best possible

and acceptable solution.

Unsupported

A computer falls into this category if it does not meet the criteria of the other two categories.

Computers in this category are not eligible for hardware support from ICIT. ICIT will attempt to

answer general questions and assist with general troubleshooting related to network/connectivity.

If a hardware failure should occur, iCIT will attempt to back up the user's data but will not repair the

computer.

3. Roles & Responsibilities

iCIT Responsibilities:

To install, troubleshoot, repair, (re) image or uninstall supported computers within the

timeframe specified in its impact level

To suggest alternatives for limited support computers

To provide assistance with installing or troubleshooting limited support computers as

previously defined

To provide warranty parts procurement and installation

User's Responsibilities:

Consult with ICIT prior to equipment purchases

To acquire computer equipment and peripherals through iCIT

In the rare instances when equipment is not purchased through iCIT, to provide proof of

purchase when requesting the installation of hardware

To avoid installation or use of unsupported computers.

Workstation Computer Support SLA

Wednesday, September 05, 2012

To contact the Technology Support Center directly at x4357 or helpdesk@uww.edu for

all issues or requests concerning computers

4. Requesting Service

In Scope Services

To Install supported computers

To troubleshoot supported computer hardware and (re) image

To offer alternatives to unsupported computers

To offer best effort assistance at installing or troubleshooting limited support computers

while following external SLAs

Out of Scope Services

Offering assistance or installation for unsupported computers

Troubleshooting limited support computers when other 3rd party support options have

been agreed upon

Supporting non University procured computers

Installation and Support

All supported computers must be installed by iCIT. An appointment can be arranged with iCIT by

contacting the Technology Support Center for installation. Unsupported computers will not be set

up by the Technology Support Center, nor will iCIT offer any assistance in acquiring or installing

unsupported computers.

Incidents will be prioritized on a three level scale as follows...

Impact Level

Explanation

Examples

Initial Response Time

Impact Level 1

Campus-wide impact of

critical importance

Network is down. Core

Services

iCIT will respond within 30

minutes.

Impact Level 2

Individual user(s) unable

to perform job.

Machine will not boot.

No alternative

available.

iCIT will respond within

four hours.

Impact Level 3

Individuals are affected,

but still able to perform

job duties

Individual component

failure, e.g. CD ROM will

not read disc.

Technology Support Center

will respond within two

business days.

6. Hours of Coverage and Escalation Procedures

Service Requests

The Technology Support Center is the initial contact for all service related requests.

Phone Number: 472-HELP (472-4357) or

The hours during academic sessions are

Workstation Computer Support SLA

Wednesday, September 05, 2012

Monday-Thursday: 8 AM - 9 PM

Fridays: 8 AM - 4:30 PM

Check the TSC website for summer and extended hours. http://www.uww.edu/icit/helpdesk/

Impact Level 2 and 3 service requests will be handled during normal business hours.

If a department/division does not receive a contact within the specified time for their Impact Level,

an email should be sent to helpde[email protected]du

Fees and Expenses

Repair costs when necessary will be billed by iCIT to supplied valid Organizational code.

Signatures:

_________________________________________

iCIT Representative Date

_________________________________________

Campus Representative Date