UCSF ITS Desktop and LAN Support

Transcription

1 UCSF ITS Desktop and LAN Support Service Level Agreement Prepared by: Kurt Glowienke Information Technology Services July 1, 2012 Glowienke, Kurt Page 1 8/29/2012

2 1. Service Level Agreement This Service Level Agreement (SLA) documents service tiers, response times and escalation procedures for the ITS Desktop/LAN Support program (ITS-DLS). 1.1 Service Tiers Gold Silver 30 minute response time for high priority tickets 2 hour response time for all other tickets 4 hour response time for all tickets Ticket escalation available (additional charge) The ITS-DLS program supports both the PC and the MAC platforms, provided the workstations meet minimum technical specifications; please see the appendix for a full description of each service tier. 1.2 Requesting Assistance There are two methods to request assistance from the DLS team. Call option 3, speak with a Customer Service representative and have them create a help ticket. The ticket will be routed directly to the appropriate ITS-DLS team. Visit and create a ticket on your own. Please note: In order to ensure that we meet our response times and for our reporting and tracking purposes, ITS-DLS technicians are unable to honor requests submitted to them directly, either via or left as a voice mail. Glowienke, Kurt Page 2 8/29/2012

3 1.3 Ticket Escalation High priority tickets that are not addressed within 30 minutes are automatically escalated to the ITS-DLS Field Coordinator and the ITS-DLS Program Manager, in order to assign appropriate resources. The option to classify a request as a high priority is offered at no charge to gold tier subscribers. Silver tier subscribers may choose to classify a ticket as a high priority. We assess a $20/charge per ticket for silver tier clients requesting high priority service. 1.4 Data Backup and Disaster Recovery Data stored on the ITS-DLS Storage Area Network (SAN) is backed up nightly, weekly and monthly. Weekly backups are the full data set; nightly backups are incremental, backing up all files that have changed from the previous night. Monthly backups are written to tape and securely stored offsite for one (1) year. Clients may self-restore their network data within the most recent 7 day period; data restorations beyond the initial 7 day window must be requested of the ITS-DLS team. 1.5 Customer Service Surveys We provide customer satisfaction surveys to each client, for every completed request for assistance. 2.0 Contact Information ITS-DLS Program Manager Kurt Glowienke Kurt.Glowienke@ucsf.edu ITS-DLS Field Coordinator Kerry Chao Kerry.Chao@ucsf.edu Glowienke, Kurt Page 3 8/29/2012

4 Appendix ITS Desktop/LAN Support Program Tiered Services Menu The ITS-DLS program offers two levels of service to the Campus community. Here are the details. Silver Tier Designed to meet basic computer support needs on the Campus network, the ITS-DLS Silver tier of service provides the following functionality: Imaging and re-imaging of workstations 1 Installation of MS Office 2 Installation of ITS enterprise security software Encryption services Setup network and accounts Provide software patches for operating system and Office software Network printer support Virus eradication 3 Remote connectivity configuration (VPN, Remote Desktop) 5 gb of network storage and data backup 4 Network access troubleshooting Customized communications, notices and alerts Customer service surveys Online billing records/access PC and MAC platform 5 4 hour maximum response time for all requests 1 Imaging of multiple systems (new/replacement) may incur additional charges. 2 Client provides valid license for software. 3 Infections caused by non-business use of workstation incur hourly charges 4 Data backups securely stored offsite for 1 year 5 MAC OS must be 10.x Glowienke, Kurt Page 4 8/29/2012

5 Gold Tier This tier is the most comprehensive service offered by the ITS-DLS program. The service includes all of the items listed under Silver plus: Departmental application support (install, configure, troubleshoot) Local printer support Data restorations Data archiving PDA support 6 Offsite connectivity (outside of UCSF network) Workstation and media disposal Consultation services 7 Maximum response times: 30 minutes (High) 2 hours (normal) Automatic escalation of help ticket requests Additional Services These services are also available and billed at an hourly rate. (Please note that items marked with an asterisk are already included in the Gold Tier service level.) Presentation support Multi-function device support Desktop backup PDA support* Data archiving* Data restores* Departmental application support (install, configure, troubleshoot)* Offsite connectivity (outside of UCSF network)* Local printer support* Moves/plans/remodels* IT consultation (software, hardware, defining solutions)* Workstation and media disposal* Shared workstations (rates determined in consultation with program manager) Basic computer setup (all staff; no commitment to ITS-DLS program) 6 Blackberry, Treo, iphone, Windows mobile devices 7 Relocations, process improvements tied to technology use, etc. Glowienke, Kurt Page 5 8/29/2012

6 Hours of Support Monday Friday 8 a.m. 5 p.m. Maximum Response Times Gold Tier: High priority: 30 minutes Normal priority: 2 hours Silver Tier: Normal priority: 4 hours Silver Tier clients have the option to escalate tickets to a high priority, provided the DLS team has available staff to meet the need. Escalating a ticket incurs an additional charge of $20/request. Rates for FY Silver Tier Gold Tier Second workstation: Escalation charge: Hourly rate Note: all subscriptions include 5gb of network storage $68.50/workstation/month $108.50/workstation/month $53/month $20/ticket $93.00; billed in 15 minute increments Glowienke, Kurt Page 6 8/29/2012

7 = included H = hourly charge Gold Silver Operating Systems Windows XP SP 3 VISTA (limited: please consult DLS first) H Mac OS 10.x Office/Productivity MS Office 2003 MS Office 2007 Office 2008 (MAC) Office 2004 (MAC) Internet Explorer 7 Firefox Safari Adobe Reader Utilities Flash Player QuickTime Rhumba Roxio Stunnel TN3270 WinDVD WSFTP Yahoo IM H Apple Remote Connection Client for Windows H itunes (for iphone only) H Parallels H Real Player H SnagIt H Security Software PointSec Sophos Spysweeper Sygate Departmental Applications Department "Install, configure and troubleshoot only" Adobe Acrobat Professional All H Adobe Acrobat Standard All H Brio All H Filemaker Pro All H Remedy All H AccountAbility BofA Remote Deposit Glowienke, Kurt Page 7 8/29/2012

8 Great Plains Image Now Pay Breeze FMTRACK CPFM H Citrix HR H Knowledgepoint Performance Now HR H RPM HR H Adobe Master Collection Patient Release Calculator Peachtree RITS Sirus Adobe Photoshop OMFS H Dolphin Imaging OMFS H EndNote OMFS H FastAttach OMFS H HouseCalls OMFS H Mirador Instant Messenger OMFS H OmniLock OMFS H OR Manager OMFS H Reflections OMFS H UCARE Admin OMFS H WinOMS OMFS H Adobe CS3 Public Affairs H Glowienke, Kurt Page 8 8/29/2012