LOS ANGELES UNIFIED SCHOOL DISTRICT Reference Guide

Transcription

1 TITLE: NUMBER: Technology Maintenance and Support REF ROUTING All Schools and Offices ISSUER: Ronald S. Chandler, Chief Information Officer DATE: May14, 2012 MAJOR CHANGES: BACKGROUND: This replaces REF dated May 30, It incorporates new information on IT supported technology. This provides technology maintenance and support services information to schools and offices. In some cases, technology becomes old enough that the equipment is no longer cost effective to repair and is deemed non-serviceable or beyond economical repair (BER). Non-serviceable, end user equipment such as computers and printers need to be replaced using local school or office funds. It is recommended that desktop computers and laptop computers be replaced by the time they have reached an age of one year past their warranty expiration. As a service to schools and offices, LAUSD has negotiated master contracts with substantial discounts on hardware, software, and related services. The District master contracts for computers and printers require minimum equipment specifications for durability over time in school and office environments. The contracts requirements also specify asset management, installation, theft protection/recovery, and warranties for next business day on-site repair or replacement of non-functioning equipment. GUIDELINES: DESKTOP AND LAPTOP COMPUTER SUPPORT Assistance beyond the warranty period is provided for desktop computers, laptops, servers, and peripherals purchased under District master contracts. Service on donated equipment is generally not provided but may be attempted if it meets the same requirements and specifications as equipment purchased under the District s master contracts. Services Provided Basic maintenance, configuration, hardware and software support. Installation, configuration and restoration of District-approved applications and/or software. Priority will be given to service tickets that impact essential services or Page 1 of 9 May 14, 2012

2 have a major impact to the entire site. IT Field Services repairs components that have failed during normal operation. Sites are responsible for the security and proper supervision of equipment and must pay for repairs of device failures that are a result of misuse or vandalism. Some computer equipment may be deemed beyond economical repair (BER) when it is no longer under warranty and repair requires parts and labor totaling more than 50% of the fair market value of the equipment. Replacements for most items are available through the Purchasing Branch, which can also provide a list of approved vendors upon request. Hardware meeting requirements will receive support for one year past the warranty expiration date. After that, limited assistance will be provided, primarily via remote support. Site visits will be made as when necessary. Supported Computers and Operating systems Computers with the following operating systems o Windows XP Professional and newer (meeting recommended vendor hardware specifications) o Windows 7 Professional and newer o Apple OS 10.6 and newer (meeting recommended vendor hardware specifications) Equipment that doesn t meet levels above may receive limited support consisting of configuration changes only. UPS backup batteries for SIS servers may be purchased from the District s Stores Warehouse Supply Catalog. Please contact the Purchasing Branch at (562) for assistance in ordering UPS batteries from vendors. System peripherals and accessories such as keyboards, mice, monitors, batteries, power adapters, cables, etc. may be purchased from the District s Stores Warehouse Supply Catalog. MOBILE DEVICE SUPPORT Support for configuring and connecting mobile devices (such as smart phones, cell phones, and tablets) to the District s wireless network as well as direct (USB) connection to a computer is available. Assistance is provided setting up , installing software ( apps ). It is strongly recommended that mobile support packages be purchased with classroom sets or larger quantities of tablets. Apple provides professional development and support options, as do other manufacturers of mobile devices, at the time of purchase. Page 2 of 9 May 14, 2012

3 Support for cellular phones, PDA devices, and air cards including operational questions, feature functionality, and repair are provided by Verizon Wireless, the District s contract cellular provider, by calling ( ) 24 hours a day 7 days a week. All issues regarding repair must be handled through this support group. The Support Specialists will assist the end user in troubleshooting the problem and determining the solution up to and including the replacement of the device. The replacement of the device may be billable based on the nature of the problem or the age of the device. Damage to the device that is determined to be user caused, or devices over one year in age are both subject to being charged for replacement. Defective devices must be returned to Verizon upon receipt of the replacement device. PRINTER SUPPORT This service consists of installation and connection of printers to networks and minor repair, including replacing parts in large printers. Whenever possible, on site repair will be provided. Broken or missing parts, such as trays, drawers, etc. may be purchased from the District s Stores Warehouse Supply Catalog. TI (Texas Instruments) printers are currently being phased out and the accompanying print functions can be printed using other office printers. Contact SIS for procedures on using office printers for SIS printing. Note: The LAUSD Warehouse is no longer stocking supplies for these TI printers. Multi-function Printers (MFP s) may be supported on a limited basis. Support for these devices is primarily for network connections and software installations for printer functionality. Parts and mechanical repairs should be referred to the contracted service provider. Procurement has launched a District-Wide imaging management services project, known as UnifiedPrint Toshiba Imaging Project. The Board of Education has approved the contract with Toshiba, the selected vendor, to be the single source vendor for imaging services of a cost per image model. This new model is a departure from previous methods used by the District to purchase and lease equipment. Once fully implemented, schools and offices will have new networked, multifunctional copier, and duplicator solutions tailored to meet specific needs. For more information please connect to Page 3 of 9 May 14, 2012

4 ELECTRONIC WHITEBOARDS Electronic whiteboards that are purchased under the District master contracts include specific installation and support. These boards are installed on stands (and may be installed on walls for an added charge provided there are no asbestos issues) and asset tagged by the vendor. The vendor provides installation, training, and 5- year warranty support. After-warranty support from the vendor is strongly recommended. TELEPHONES Basic telephone maintenance and repair services includes the following services: Replacement of telephones if damaged beyond repair. Basic wire repair. Replacement of faulty jacks, mounting cords, and handset cords. Priority service is provided for total out of service situations which includes referral to the local operating companies such as AT&T and Verizon. In addition to maintenance and repair services, changes in existing and installation of new services are provided on a fee for service basis. Services are initiated through a completed and approved Telecommunications Service Request (TSR; this form is available at under IT Forms and Applications) form. Funding information must be verified before services can begin. The following requests can be fulfilled through a TSR form: Installation of additional phones. Relocation of telephones and telephone systems. Programming of the existing telephone systems to meet additional customer needs. This includes voic and automated attendants. Call Center design, programming, and implementation. Upgrade of telephone systems software and hardware to meet additional customer needs. PUBLIC ADDRESS (PA) / INTERCOM SYSTEMS Public Address (PA) Intercom Systems is one of the most important and used telecommunications systems every school day. It is integrated with the phone system to enable emergency (911) calling from the classroom. Current functionality includes: 911 access in every classroom or office (to be used in the event of an emergencies) Page 4 of 9 May 14, 2012

5 Room to room calling Integration with the bell schedules Announcements broadcasts Priority service will go to P/A systems that are completely down or non-functioning to the point that the ability to make announcements or enable the tone for the bell schedules. Routine maintenance is provided for: P/A components Wall mounted phones (brown) Indoor and outside speakers Microphones Bell schedules programming Room to room and outbound calling options INTRUSION ALARMS Intrusion alarms provide protection to LAUSD sites against burglary and vandalism. The Intrusion Alarm system communicates with LAUSD School Police which will alert them in the event of an unauthorized intrusion. Most classrooms and offices have a motion detection device that, when activated, serves as the intrusion detection device. Intrusion Alarm repair services are provided for the following: Alarm panels Motion detectors Key pads Sirens Replacement of batteries Programming of authorization codes MYTECH ONSITE DEDICATED TECHNOLOGY SUPPORT Schools and offices can participate in the MyTech program and arrange for onsite dedicated technology support. The MyTech program is designed to provide schools and offices with proactive support and routine maintenance on an as needed basis or for ongoing regular intervals (such as monthly, weekly, or as frequently as needed). In addition to the services listed in this reference guide, the school s MyTech will also be able to: Perform equipment disconnects, reconnects, and relocations. Setup and modifications of computer, mobile, and printer systems, Software installations Server setup and maintenance Page 5 of 9 May 14, 2012

6 Data migrations Computer backups Serve as a single point of contact for all technology related support calls reported to the IT Helpdesk that are not within his/her area of expertise, including the following: o Network o PA/Intercom o Intrusion Alarm o Telephone For details on how to participate in the MyTech program please click on the corresponding link at CARE, MAINTENANCE, SECURITY AND MANAGEMENT OF TECHNOLOGY School sites and office personnel are responsible for the daily care, maintenance, security, and management of technology at their locations. This includes: Keeping food and beverages away from technology equipment. Ensuring that operating systems and virus definition updates occur regularly (at least weekly). Securing equipment to protect against theft and vandalism. Keeping and maintaining a current inventory of equipment (including serial number and location) per District policies. Reporting non-functioning IT equipment and IT infrastructure to the IT Helpdesk ( Managing local servers and printers (such as users, groups, network printers, etc.) Note: The stability and security of the school s technology infrastructure is important for day-to-day District operations and instructional programs. If technicians notice devices that may potentially interfere with these functions, the site administrator will be notified and a request to turn off and remove the devices will be submitted. ITD will assist with this process. If potentially harmful devices continue to be present, ITD reserves the right to remove them and escalate the issue to the appropriate administrator. Page 6 of 9 May 14, 2012

7 PROCEDURES TO REQUEST SERVICE When a technology problem occurs with District equipment, or software, employees are requested to do the following: 1. Prepare for the request for service a. Know the site location code - this identifies the location of the problem being reported. b. Know your employee number - this identifies the user calling and assists in follow-up as well as faster problem reporting on future calls. c. Have a brief and precise description of the problem. d. Know the location of the equipment (room number, office, etc.). e. Know the type of equipment (brand, model, etc.). f. Know the serial number and/or asset tag number of the equipment. 2. Place the request for service a. Call or connect to b. When calling, the first greeting heard is a status report of any existing system problems. If there are known problems (such as no access to the Internet, or no access to PTRS) the status report will include them. c. Listen to the menu choices. Many choices automatically refer to someone that can immediately assist with the issue. d. If on hold (or 0 is pressed) for assistance, be ready to provide the information requested above. e. Write down the reference number given and the date the call was placed. f. The IT Helpdesk representative may resolve the problem on the phone or transferred the issue to a specialist for assistance. g. Should the problem require further analysis, it will be referred to a technician who may resolve it remotely or by a visiting the location. h. Contact information is required for follow-up calls or s. REPORTING AND RECOVERY OF MISSING COMPUTERS Since 2006, all laptop computers and some desktop computers purchased under District master contracts have tracking and security software installed to enable recovery of equipment when reported missing in a timely manner. The tracking software is always active and only requires periodic connection to the Internet to keep the software up to date. Immediate reporting of missing computer equipment to LASPD at (213) and the LAUSD IT Helpdesk at (213) is Page 7 of 9 May 14, 2012

8 required. In cases where the computer may have been stolen from a residence or non-lausd location, the reporting should be made to the police agency for the area where the theft is thought to have occurred. It is extremely important that a report be made to LAUSD s IT Helpdesk in either case as tracking procedures are initiated with this report. Successful recovery of missing equipment is less likely if the report to the IT Helpdesk is delayed. PROCEDURES TO REPORT MISSING COMPUTERS When a District computer is missing or reported stolen, the following procedures must be followed: 1. Contact LA School Police at (213) or the police agency where the computer was taken (in cases where the location is not an LAUSD site) a. Do not delay completing the step below (even if there is no police report number available as yet). 2. Contact the LAUSD IT Helpdesk at (213) a. Inform the agent that you want to report a missing computer b. Provide the agent with the following information: i. The manufacturer of the computer ii. The serial number of the computer(s) iii. The model of the computer iv. Whether power cords, cables or peripherals such as mice and keyboards are missing v. When the computer was first noticed missing vi. The location of the computer prior to it being reported missing vii. General details regarding the incident (e.g., broken window, door lock, etc.) viii. The police report number (if this is not available at the time of the call it should be called in as soon as it does become available c. Do not delay calling the IT Helpdesk to report missing equipment because certain information is not readily available. Tracking can begin if the serial number of the computer is known. Recovered computers are re-imaged by IT Customer Support and subsequently returned to the school principal or department head. Page 8 of 9 May 14, 2012

9 ESCALATION, COMPLAINT, AND FOLLOW-UP PROCEDURES To follow up regarding the service provided, please call to speak to a customer service representative or connect to Please have the reference number available. To escalate an issue or to report dissatisfaction with the service, please call and ask to speak with an IT Customer Support Services Supervisor. Please have the reference number available. Staff is available to provide customer service and to better meet client needs. RELATED RESOURCES: ASSISTANCE: BUL : Acceptance of IT Technical Systems for Maintenance BUL : Accounting for Supplies and Equipment Purchases BUL 999.6: Acceptable Use Policy (AUP) for District Computer and Network Systems Technology tips and other announcements are available at the LAUSD Technology Support Website at See also Frequently Asked Questions (FAQs) at For additional support, contact the IT Helpdesk at or use our self-service options available at Page 9 of 9 May 14, 2012