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**1 General Overview**
This is a Service Level Agreement (“SLA”) between the campus community and the Information Technology Services Division (ITS) to document: This Agreement is valid from July 1, 2012. Review is every two years, or as otherwise needed.
 * The Standard Desktop Support (SDS) Service
 * The general levels of response, availability, and maintenance associated with this service.
 * The responsibilities of ITS as a provider of this service
 * The responsibilities of the clients receiving this service
 * Deviations from the standard processes documented in the ITS and Campus SLA.

**2 Service Description**
ITS clearly documents services provided in the [|ITS Service Catalog]

2.1 Service Scope
The Standard Desktop Support service is an integrated suite of support services for District-owned Mac computers, iPads, and printers. Support staff use the Apple Remote Desktop remote control tools when available to provide assistance and service support. Support is provided by the most efficient method available primarily via remote control assistance, FirstClass instant messaging, email, and through in-person visits. SDS service features are organized around the lifecycle of a supported computer and include:

//2.1.1 Client Requirements// The following requirements apply to clients receiving this service. //**2.1.2 Boundaries of Service Features and Functions**// Standard Desktop Support (SDS) is available for computers that meet the following criteria:
 * Plan / Purchase**
 * ITS publishes supported software standards to inform software purchasing and support on the BBS in District Staff/Tech Answers.
 * ITS publishes new computer hardware purchase recommendations. These recommendations are updated in response to changes in vendor offerings. Recommended hardware is on the BBS in District Staff/Tech Answers
 * Deploy**
 * 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.
 * Acceptable Use Policy
 * UCSC Remote Access Requirements
 * UCSC Minimum Network Connectivity Requirements
 * Implementation Plan for Protection of Electronic Restricted Data
 * Computers are configured to connect 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 ITS.
 * Manage**
 * 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 District-owned Mac computers used for used for instruction and school business.
 * Proof of license must be provided. ITS has installers for most common applications.
 * If ITS does not have installation media, the person requesting the installation must provide the media.
 * Some software requires specialized configuration. ITS Support Center 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 District 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 Function/Usage Support
 * The Support Center facilitates finding documented solutions to requests regarding features and functions of supported software.
 * Support Center staff will assist clients with application use questions in the form of referring to help systems, Google, FAQs, and other online resources.
 * For software not on the 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 CruzMail and CruzTime are provided while a computer is being replaced or repaired. Temporary computer loans are dependent on availability from divisional equipment pools.
 * Retire/Replace**
 * ITS coordinates computer disposal with e-waste programs.
 * Clients will provide access to supported computers either in-person or via the ITS QuickSupport 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
 * The supported equipment is District 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 user 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.
 * 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 ITS 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.

3.1 Parties
The following Service Owner(s) will be used as the basis of the Agreement and represent the primary stakeholders associated with this SLA:
 * **Stakeholder** || **Title / Role** || **Contact Information** ||
 * Missy Quinn

Tina Woolley || Tech Support Specialist: FVE, GES

Tech Support Specialist: EGMS, MPHS || mquinn@egsd.org

twoolley@egsd.org ||

**3.2 ITS Responsibilities**
ITS will provide the infrastructure, technology, people, processes and monitoring tools necessary to provide Standard Desktop Support and:
 * Meet response times associated with the priority assigned to incidents and service requests.
 * Appropriately notify Customers of all scheduled maintenance via the Maintenance Calendar, Service Catalog web page and/or a communication to campus via the ITS Communications Manager.

**3.3 Customer Responsibilities**
Customer responsibilities and/or requirements in support of this Agreement include:
 * Comply with District IT policy and guidelines including:
 * [|Acceptable Use Policy]
 * [|UCSC Remote Access Guidelines]
 * [|UCSC Minimum Network Connectivity Requirements]
 * [|Implementation Plan for Protection of Electronic Restricted Data]
 * Utilize the standard contact methods (Section 4) for incidents # Availability of client representative(s) when resolving a service related incident or request
 * Availability of client representative(s) when resolving a service related incident or request
 * Contact the IT Service Manager or Divisional Liaisons to request additions or changes in established service levels
 * Service Manager: Aaron Melgares, 459-1580, melgares@ucsc.edu
 * Divisional Liasons: [|http://its.ucsc.edu/get-help/dls]
 * Customers are responsible for all planned and unplanned computer hardware replacement and software costs including cables, peripherals, and lock-down devices.

**4 Requesting Service**
See the [|ITS and Campus SLA] for standard methods of contacting ITS for service.
 * Online / IT Request ([|itrequest.ucsc.edu])
 * Phone (459-4357 - 459-HELP)
 * Email (help@ucsc.edu)
 * In-Person: 54 Kerr Hall

**5 Hours of Coverage, Response Times & Complaint Resolution**
For all requests, the ITS goal is to have a staff member assigned and acknowledge requests within 8 business hours of receipt. Campus priorities may require exceptions to this goal during certain times of the Academic year.

**5.1 Hours of Coverage**
Standard Desktop Support is provided Monday – Friday, 8am – 5pm on regular campus business days.

**5.2 Response**
See the [|ITS and Campus SLA].

**5.3 Escalation**
See the [|ITS and Campus SLA].

**5.4 Information**
See the [|ITS and Campus SLA].

**5.5 Other Requests**
Requests for service features and functions not provided by this service can be submitted though IT Request.

**5.6 Service Exceptions to Coverage**
Standard Desktop Support is unavailable during scheduled District holidays and campus closures/curtailment periods.

**6 Maintenance and Service Changes**
Computers supported via SDS may have preventative maintenance procedures applied. Clients will be notified in advance of any one-time or regularly scheduled maintenance. Maintenance may be performed in-person or using remote administration tools. General Service Maintnence See the ITS and Campus SLA for details of our standard maintenance and service process. [|ITS Maintenance Calendar]

**7 Pricing**
Computer support is provided with no direct recharge for services. A small portion of desktop support services is funded through the Information User (IU) assessment each division is charged. [|Information User web page] Divisions and units are responsible for all planned and unplanned computer hardware replacement and software costs including shipping, cables, peripherals, and lock-down devices.

**8.1 System Performance and Availability Reporting**
First-contact response time to incidents and service requests, including response times for Standard Desktop Support, will be published on the [|ITS Service & System Metrics web page]. Standard Desktop Support data is included in the “My Computer” service assigned to SDS tickets in the IT Request system.

**8.2 SLA Reviews**
The Designated Review Owner (“Document Owner”) is responsible for facilitating regular reviews of this document. Contents of this document may be amended as required, provided mutual agreement is obtained from the primary stakeholders and communicated to all affected parties. The Document Owner will incorporate all subsequent revisions and obtain mutual agreements / approvals as required. Designated Review Owner: Aaron Melgares, Service Manager

Previous Review Date: July 1, 2011

Next Review Date: July 1, 2013

**9 Approvals**
The Divisional Liaisons and ITS Senior Managers approve this document. This document is then published on the ITS Service Catalog web site along with other service level agreements. Service level information is integrated into the service page in the ITS Service Catalog.