Desktop Support Service Level Agreement

Problems with certain commercial systems or specialized software can be directed to system specialists or to the software manufacturer/provider for 3rd level support. MSPH Desktop Support`s responsibilities as a provider of this Customer Service take into account each date of service they request. If they have to resign, they must contact the technician by email and cancel at least two hours. Customers can access supported computers, either in person or in remote support. ITS manages and supports the client`s security and security configuration anti-virus campus and malware to: The responsibilities of customers who receive this service Some services have options with specific software costs: its.ucsc.edu/managed-computer-support/os-patching.html requests for assistance are met on the basis of priorities (critical, high, medium and normal) that are determined by urgency and degree of impact. All reported incidents are recorded and monitored for resolution. A service call number is assigned to the incidents and addressed based on the order received. Its are clearly documented The services provided in ITS Service Catalog computers are pre-configured to use campus services such as e-mail, calendar and VPN, and connection to wired and wireless networks on campus (Guest – Athens at CUMC). Clients are available to support staff to answer questions that facilitate service delivery or service, which may be delayed or rescheduled.

When a desktop support technician loses customer data due to negligence — the lack of backup of a client computer, inadequate storage of encryption keys, etc. Office support covers the cost of using a data recovery service up to $1000. The response time for first contacts to incidents and service requests, including response times for standard desktop support, is published on the ITS Service -System Metrics website. Service level response times for service needs are measured as soon as a request is sent by email, phone or ServiceNow problem tracking system. Other forms of contact can affect MSPH IT`s ability to meet requirements in a timely manner. Examples: direct emails and phone calls to individual support agents. The responsibilities and/or requirements of the customer in support of this agreement include: All requests for assistance must be accompanied by a support ticket received through the CUMC IT support service. Informal calls for help to passing technicians cannot be met because they unduly delay assistance to those already in the queue. Note: In order to avoid confusion and provide more accurate support data, we advise customers to open their own tickets and not rely on an assistant or colleague 5 to call on their behalf.

In accordance with the Uc system`s security policy, the supported software must be up-to-date and receive vendor support and updates. Some software requires a special configuration. Desktop support employees try to set up software that is not on the supported software list, as long as documentation is available. However, the technician cannot guarantee a successful installation and cannot provide training on unsupported software. ITS publishes supported software standards to inform the purchase and support of the software: its.ucsc.edu/standard-desktop-support/standard_software.html printing functions of standard network printers are supported, including the provision and configuration of print settings, recording and printing operating systems (FIS, PPS, etc.). Support agents use a standard checklist for setting up secure printers when setting up or working with network printers. Customers should purchase printers with recommended features for the best security and compatibility of the operating system. For software that is not listed in the standard software list, desktop support resolves installation and operating errors.