Microsoft Word - Standard Desktop Support SLA 101916

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DESKTOPSUPPORT

SERVICELEVELAGREEMENT

PaceUniversityandClientSupportOffices

UserServices–ClientSupportOffice,ITS

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Summary

ThisdocumentcoversthedesktopsupportservicesofferedfromtheClientSupportOfficefor

PaceUniversitymembers.

LastUpdated:October19,2016

NextReviewDate:June2017

ServiceGroup:ClientSupportOffice–UserServices

DocumentStatus:Published

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TableofContents

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1. GeneralOverview....................................................................................................................................2

2. ServiceDescription..................................................................................................................................2

3. RolesandResponsibilities.......................................................................................................................5

4. RequestingService..................................................................................................................................6

5. HoursofOperation,ReponsesTimesandComplaintResolution...........................................................6

6. MaintenanceandOutageCommunications...........................................................................................8

7. Pricing......................................................................................................................................................8

8. SLAReview..............................................................................................................................................8

9. Approvals.................................................................................................................................................8

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LastUpdated:October19,2016

NextReviewDate:June2017

ServiceGroup:ClientSupportOffice–UserServices

DocumentStatus:Published

1. GeneralOverview

ThisServiceLevelAgreement(SLA)definestheservicesandservicelevelsbetweentheserviceprovider,PaceITSClient

SupportServices,andthecustomersofthatservice(currentPaceFaculty,Staff,Students,anddepartments).Thegoalis

toensurethedeliveryofhighqualityservicesandreliabledesktopcomputingenvironmentfortheuniversitywhile

controllingcostsandadheringtosecurityprotocols.

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2. ServiceDescription

2.1Scope

ThisServiceLevelAgreementappliestoallcomputerequipment(computers,monitors,printers,scanners,etc.)usedfor

Pacebusiness,research,instructionandownedbytheUniversity,self‐supportedunits,andauxiliaries.Theagreement

appliestocomputersinalloffices,labs,classrooms,andpublicspaces.ThisagreementdoesnotincludeiOSdevices(i.e.

iPhones,iPads)andPforzheimerHonorsCollegeLaptops(refertoPforzheimerHonorsCollegeLaptopRepairPolicy).

Supportisprovidedbythemostefficientmethod,primarilyoverthephonewithremoteaccessservicesbutalsoviaemail

andon‐sitevisits.

RetiredFacultyandStaff,Alumni,anyExternalAffiliatesarenotpartofthisagreement.

2.2Services

Desktopservicesaresupportedthroughoutthelifecycleofasupportedcomputerequipmentandinclude:

PlanandPurchasing

 ITSwillassistusersanddepartmentswithallcomputer,printer,andsoftwarepurchases.ContactyourITlead,IMO,

orDesktopSpecialistforassistancewithspecificationsandobtainingITQuotes.

 Allcomputerandprinterpurchasesmustconformtoalistofstandardizemodelsthathavebeenselectedfor

performance,reliability,cost,andsecurity.

 Computerandprinterstandardsareestablishedand/orupdatedeachyearthroughnegotiationswithhardware

vendorsbasedonmodelavailabilities.ThisprocessalsoincludescollaborationandconsultationwithITLeads,IMOs,

andotherITrepresentativeswhoworkcloselywithstaffandfacultyacrossallareasandcampusestodeterminethe

requirementsfortechnologyneedsintheirrespectiveareas.Warrantiesfornewcomputersareonanaverage4year

cycle.

 Ifadvancedmodelsorcomponentsareneeded,ITSwillworkwiththeITLiaisonstodeterminethespecificneedsto

matchthespecializedorhigher‐leveltechnologyneeds.

 Operatingsystemandapplicationsoftwareconfigurationarebasedonuserneeds,securitystandards,andthe

requirementsofPace‐relatedsystems.

Deployment

 NewcomputersareconfiguredwithstandardPaceimageandtheapprovedoperatingsystem,officeapplications,

anti‐virussoftware,andremoteadministrationtools.Userscanrequestadditionalsoftwareinstallations,seethe

Installationsection.

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 ComputersareconfiguredtoconnecttothePacenetworkandincompliancewithcampussecuritypolicies

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LastUpdated:October19,2016

NextReviewDate:June2017

ServiceGroup:ClientSupportOffice–UserServices

DocumentStatus:Published

 Softwarenotincludedinstandardimagesareinstalleduponrequest,providedthatthesoftwareisproperly

licensed.Usersmaybeaskedtoprovideproofoflicenseinadditiontotheinstallationmediaorweblocationfor

softwaredownload.

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 Forcomputerreplacement,theuser’sdatawillbetransferredfromtheoldcomputertothenewone.Datawill

beretainedontheoldharddrivefor7businessdays.Afterthe7businessdays,theoldharddrivewillbe

securelyerasedanddisposedofsothatalldatawillbepermanentlydeleted.

Management

 SoftwareSupport

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 Installation

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 Supporttechnicianswillinstallandupgradesoftwareuponuserrequests,changestocampusstandardsor

securityrequirements.

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 Supporttechnicianswillinstallclient‐provideddriversoftwareforperipheralssuchasprinters,scanners,

externalstoragedevices,andinputdevices.

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 SupportedsoftwareisinstalledonUniversity‐ownedcomputersusedforresearch,instruction,andother

Universitybusiness,ITSisnotpermittedtoinstallsoftwareonequipmentnotownedbytheUniversity.

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 Proofoflicensemustbeprovidedifrequested.

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 Somesoftwarerequiresspecialcustomization.DesktopSupportstaffcanconfiguresoftwareif

documentationisprovidedbytheuser.

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 Onlysoftwarethatisbeingactivelyupdated/patchedbythevendorwillbeinstalled.Exceptionsmaybe

madeonacasebycasebasisandmustbesenttotheInformationSecurityOfficeforapproval.

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 Bydefault,allUniversity‐owneddesktopsandlaptopsareenrolledintoautomatedsoftwareupdatesfor

patchmanagement.TheseserverupdatesarecommunicatedandpostedtousersviatheITSlistservandthe

ITSSystemStatuspage.Microsoftout‐of‐bandandthird‐partyupdatessuchasJava,FlashPlayer,and

AdobeReaderaredeployedastheybecomeavailable.

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 Function/UsageSupport

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 DesktopSupportstaffwillprovideassistanceforsoftwarethatdoesnotlaunchorfunctionproperly.

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 DiagnosiswillbeperformedbyDesktopSupportstafftodetermineiftheissueisrelatedtothenetworkor

system.

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 DesktopSupportstaffdoesnotprovidetutorialsortrainingintheuseofapplications,butcanassistusersby

directingthemtotrainingresourcesbothonlineandinstructor‐led.TheycanalsoreferthemtotheITSHelp

Desk.

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 Problemswithspecificbusinesssystemsandspecializedsoftwaremaybereferredtofunctionalresources

forthosesystemsorapplications.ITSDesktopSupportstaffisnotguaranteedtoknowthefunctionalityor

operationofsoftwareoutsideoftheUniversitysupportedstandards.

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LastUpdated:October19,2016

NextReviewDate:June2017

ServiceGroup:ClientSupportOffice–UserServices

DocumentStatus:Published

 HardwareSupport

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 StandardDesktopSupportservicesareprovidedforUniversity‐ownedcomputersthatconformtostandardized

models,runsupportedoperatingsystems,andwhichdonotexceed5yearsofage.Computersolderthan5

yearsofagearecostlytomaintainingoodoperatingorderanddeliverpoorperformancewithanewapplication.

Theseagedequipmentshouldbeplacedinacycledreplacementschedule.

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 Supportforwarrantyrepairsincludesequipmentpickup,shipping,trackingandreturn.DesktopSupport

technicianpersonnelwillverifythattherepairshavebeencompletedbeforereturningthecomputertotheuser.

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 StandardDesktopSupportincludesnon‐warrantyrepairofstandardcomputersforwhichthevendorwarranty

hasexpired,butitislimitedtothereplacementofuser‐serviceablepartsprovidedbytheuser(i.e.harddrives,

powersupplies,etc.).Additionalcostsmayapply.

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 Printersmustbeconnectedtothenetworkviawirednetworkjacks.Printersmaynotbeconnectedtothe

wirelessnetwork.

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 Supportfornetworked,multi‐userprintersincludestheinstallationofdriversandcorrectingprinting‐related

errorsonPace‐ownedcomputers.DepartmentalandPharosprintersareservicedthroughCanon.Duetocosts

andcomplexitiesassociatedwithrepairingprinters,repairoflaserprintersisnotincludedinStandardDesktop

Support.Forthisreasonforlaserprinterspurchasedindependently,ITShighlyrecommendsthatuserspurchase

manufacturer’sonsiteor‘shippingincluded’warrantyservices.

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 Repair/Replace

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 Replacedcomputersareremovedfromthecampuscomputerinventory.However,exceptionscanbemade

whereasystemwillberedeployedinordertoretireolderequipmentwhenage/conditionpermit.Thisexample

ofatieredreplacementislimitedtoonlyonecycle.

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 UsersaretocontactITSforpropercomputerdisposal.Undernocircumstanceisanyequipmenttobedisposed

ofonitsown.ITSwillsecurelydisposetheequipmentanderaseallUniversitydata.ITSwillworkwithBuildings

andGroundsonfollowingthee‐wasteprograms.

BoundariesofServicesandFunctions

TheStandardDesktopSupportisavailableforcomputersthatmeetthefollowingcriteria:

 SupportedequipmentisUniversity‐owned,notpersonally‐owned

 Thecomputeriscompatiblewithandrunningsupportedoperatingsystemsanddoesnotexceedanaverageof5

yearsofage

 AdministrativeaccessexistsforDesktopSpecialisttechnicians

 DesktopSupportstaffcanremotelycontrolthecomputerwiththeuser’spermission

 DesktopSupportstaffcanre‐imageacomputerwhennecessarytoresolveanincidentorcompleteaservicerequest.

Theuserwillbenotifiedpriortothere‐imagingandtheirdatawillbetransferredtothenewimageifrecoverable.

Dataand/orprogramapplicationsmaynotberecoverableinthecasesofsevereharddrivefailure.



LastUpdated:October19,2016

NextReviewDate:June2017

ServiceGroup:ClientSupportOffice–UserServices

DocumentStatus:Published

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3. RolesandResponsibilities

3.1ITSResponsibilities

ITSwillprovidetheinfrastructure,technology,personnel,processesandmonitoringtoolsnecessarytodeliverthe

StandardDesktopSupportasdescribedinthisdocument,inadditionto:

 Meetresponsetimesassociatedwiththepriorityassignedtoindividualincidentsandservicerequests.

 AppropriatelynotifyusersofallscheduledmaintenanceviaITSSystemStatusandITSNoticesListservnotifications.

 DocumenttheservicesprovidedintheITSServiceCatalog.



3.2 UserResponsibilities

UserresponsibilitiesinsupportofthisAgreementinclude:

 ReadingandadheringtoITSpolicieswhichincludebutisnotlimitedto:

 AppropriateUsePolicy

 AdministrativeSystemUserStatement

 WirelessNetworkPolicy

 AccessControlPolicy

 TechnologyPurchasingPolicy



 ContactingtheirITLead,IMO,orClientSupportofficepriortoorderinghardware(computers,printers,tablets,etc.)

orsoftware.ITSwillnotsupportnewhardwareorsoftwarethatdoesnotmeetcomputerandprinterpurchasing

standards.ITSnegotiatesdiscountpriceswithvendorsforbothhardwareandsoftware,andinsomecasesmay

alreadyhavesitelicensesavailableforuseoncampus.



 Payingallcostsassociatedwithplannedandunplannedcomputerhardwarereplacementandsoftware



 Utilizingstandardcontactmethodsforincidentreporting(SeeRequestingServicessection)



 Providingaccesstosupportedcomputerseitherin‐personorviaremoteaccesstools



 MakingthemselvesavailabletoDesktopSupportTechniciansduringtheresolutionofaservice‐relatedincidentor

request



 Providingproofoflicenseand/orinstallationmediawhenrequestingsoftwareinstallationifrequired



 BackingupdataunlesspriorarrangementshavebeenmadewithITStoprovidebackupservices



 Ensuringdatatransfershavebeenmadecorrectlytonewcomputerswithinthe7businessdaysofdeployment



 NotifyingITSofcomputerequipment(includesbutisnotlimitedtodesktops,laptops,printers,tablets,cellphones,

etc.)forproperdisposal.



LastUpdated:October19,2016

NextReviewDate:June2017

ServiceGroup:ClientSupportOffice–UserServices

DocumentStatus:Published

4. RequestingService

4.1DesktopSupportServices

UserscancontactITSthroughthefollowingfivemethods:

1. Online:http://help.pace.edu

Thisistherecommendedmethodforrequestingassistanceunlesstheissuesrequiresimmediateresponseora

passwordreset.TheonlineWebHelpDeskticketingsystemsallowsforuserstologinusingtheirMyPacecredentials

andisaccessible24hrs/dayand7daysaweek.Requestsareaccessibletoanytechnicianintheappropriatearea

whoareavailabletoassist(insteadofjustoneindividual),anduserscankeeptrackoftheirticket’sprogressdirectly

onthehelpdeskwebsite.Requestsmadeusingtheonlineticketingsystemwillbeprocessedduringnormalhoursof

businessforeachdepartment’srespectivebusinesshours.



2. Phone:(914)773‐3333or(855)722‐3487(Tollfree)

PhoneserviceisavailablethroughtheITSHelpDeskduringnormalhoursofoperation.Messagesleftduringoff

hourswillbeprocessedthenextbusinessday.Duetosecurityidentityverificationrequirements,passwordresets

canonlybeprocessedoverthephoneorin‐person.



3. Email:(pacehelpdesk@pace.edu)

Emailrequestswillbeprocessedduringregularbusinesshours.Usingtheonlineticketingsystemat

http://help.pace.eduisrecommendedoveremail.Whilebothmethodsfeedintothesameticketingsystem,logging

intothehelpdeskticketingsystemallowsuserstobetterspecifythecategoryandensuretheticketgetsplacedinthe

appropriategroupwithouthavingtobemanuallymoved.The[email protected]emailaccountisonlyusedto

reportspammessagesinordertoretaintheheaderinformationofthesuspiciousemail.



4. OnlineLiveChat

LivechatisavailableduringnormalhoursofoperationviaITSHomepage.UserscanchatwithITSHelpDesk

representatives.Anyinquiryorrequeststhatrequiremorecomplextroubleshootingwillberoutedtothephone

serviceortheHelpDeskTicketingsystem.



5. In‐Person

In‐personserviceisavailablethroughtheWalk‐InCenterintheComputerResourceCenters.

 NewYork:1PacePlaza‐RmW202,ComputerResourceCenter

 Pleasantville:WillcoxHall‐2ndFloor,ComputerResourceCenter



4.2 SoftwareandHardwarePurchasing

Priortopurchasingcomputerequipment(i.e.computers,printers,tablets,etc.)orsoftware,usersmustcontacttheirIT

Lead,IMO,ortheClientSupportofficeforassistancewithspecificationsandordering.ITSwillprovideanITQuotebased

ontheconsultation.ITSwillnotsupportnewhardwareorsoftwarethatdoesnotfollowITSstandardsandguidelinesfor

computerandprinterpurchases.SeeITPurchasesandRecommendations.ITSnegotiatesdiscountpriceswithvendorsfor

bothhardwareandsoftware,andinsomecasesmayalreadyhavesitelicensesavailableforuseoncampus.

5. HoursofOperation,ReponsesTimesandComplaintResolution

5.1HoursofOperation

StandardDesktopSupportisprovidedMondaythroughFridayfrom9:00AM–5:00PMduringnormalbusinessdays.

ExceptionsorchangeswillbenotedontheITSwebsite.

LastUpdated:October19,2016

NextReviewDate:June2017

ServiceGroup:ClientSupportOffice–UserServices

DocumentStatus:Published

5.2ResponseTime

ITSusesthefollowingguidelinestoprioritizeandsupportrequests.Responsetimeswillnotexceedthetimesshown,and

wewillattemptourbesteffortstorespondsoonerifpossible.Dependingontheissue,thetimetoresolveproblemswill

vary;factorssuchasvendorhardwareorsoftwaresupportarenotalwayswithinITScontrol.Wheresuitableandbased

onavailableinventory,ITSwilltakestepstoprovidetemporaryworkaroundsorequipmentwhileasolutionisbeing

workedon.

Level Description ResponseTime

Urgent

TIMESENSITIVE–requiresimmediateresolution



Thelossofaservice,includingclassroomactivities,withouta

workaroundavailableandwhereadegradedlevelofoperationisnot

availableoracceptable.Example:RequiredInstructionalsoftwarewill

notlaunch.

Worktowardsasolutionwillbegin

within30businessminutes.These

requests

shouldbesubmittedby

phoneat(914)773‐3333orin‐person

attheWalkInCenterattheComputer

ResourceCenter.

High

Serviceimpactsagroup(morethan10)–requirespriorityresolution

Asoftwareorhardwareissuemightbepreventingtheuserfrom

workingontheirworkstation.Example:Printerserviceswillnotwork,

however,usersarestillabletoworkontheircomputers.

Firstresponseacknowledgingthatthe

requesthasbeen

receivedwilloccur

within1‐2businessdays.

Worktowardsasolutionwilloccur

within2‐3businessdays.

Medium

Serviceimpactsafewusers(lessthan10)–immediateresolutionis

notessential

Servicesorapplicationsarenotaccessibleforafewusersdueto

issuessuchasvirus/malware.Usersarestillabletoperformjob

function.Example:Audioisnon‐functioning,howevercomputerisstill

usable.

Firstresponse

acknowledgingthatthe

requesthasbeenreceivedwilloccur

within1‐3businessdays.

Worktowardsasolutionwilloccur

within2‐4businessdays.

Normal

Lowimpact–theuserhastheabilitytowork



Whiletheusermaybeexperiencingissueswithsoftwareor

hardware,itisnotpreventingthemfromaccessinginformationor

completingworkontheirworkstation.Example:Requestsfor

softwareupgradesthatarenotnecessaryforimmediateinstructional,

business,or

securityprocesses.

Firstresponseacknowledgingthatthe

requesthasbeenreceivedwilloccur

within2‐4businessdays.

Worktowardsasolutionwilloccur

within4‐7businessdays.

5.3Escalation

Ifthereareissueswiththeprocessingofaservicerequest,contacttheITSHelpDesk.Theywillreviewandappropriately

takethenecessaryescalationactions.



LastUpdated:October19,2016

NextReviewDate:June2017

ServiceGroup:ClientSupportOffice–UserServices

DocumentStatus:Published

5.4OtherRequests

Requestsforservicefeaturesandfunctionsnotprovidedinthisdocumentcanbeplacedthroughhttp://help.pace.edufor

review.

6. MaintenanceandOutageCommunications

ITSstrivestominimizeunintendedservicedisruptionsasaresultofchangesintheproductionenvironment.ITSmonitors,

managesandevaluateschangestomaximizeservicebenefits

6.1ITSystemStatus

AllIT‐relatedserviceoutagesarepublishedtotheITSystemStatuspageandemailedtotheITNotices‐LListserv.



CampususersareresponsibleformonitoringtheITSystemStatuspageandnotifyingITSofupcomingeventswithIT

systemdependencies.

Thereare2categoriesthatresultinsystemdowntime:

 PlannedMaintenance:

Thisisscheduledmaintenanceworkthatisrequiredforsystemmaintenanceorupgrade.Thesearegenerally

scheduledatleastoneweekinadvancewheneverpossibleandpostedandemailedtotheappropriatemethods

ofcommunication.



 UnplannedOutage:

Thisisanunplannedserviceoutagethatisduetoanunforeseeneventorurgentrepairneedinordertoprevent

systemfailure.ThesewillbepostedtotheappropriatemethodsofcommunicationimmediatelyuponITS

becomingalertedtotheneedfortheoutage.WhenpossibleITSwillattempttoestimateanexpectedtimeof

resolution.AllupdateswillbepostedtoITSystemStatus.



7. Pricing

AtthistimeITSdoesnotchargeforDesktopSupportservices,however,theUniversityreservestheoptiontoreconsider

suchpoliciesinthefuture.

8. SLAReview

Thisdocumentwillbeannuallyreviewed.Basedonneeds,itmaybeamendedprovidedmutualagreementisobtained

fromtheprimarystakeholdersandcommunicatedtoallareas.

9. Approvals

ITSSeniorleadershipandCIOapprovesthisdocument.ITwillbepublishedonthewebsitewhereappropriate.

