Information Technology Service Level Agreement (SLA) for Desktop Support

This document is an addendum to the Service Level Agreement Master Agreement which clearly spells out the statement and intent and agreement terms for all Stern IT Service Level Agreements including this one.

Contents:
I. Supported Services
II. Service Limitations and Exclusions
III. Non-Performance
IV. Service Assurance
V. Costs
VI. Approvals

I. Supported Services

The Stern Desktop Support Team provides desk-side hardware and software support for Stern Faculty, Staff and Administrators during the hours of 9:00 -5:00 PM, Monday-Friday (excl. University holidays). Stern IT provides support only for  hardware and software acquired through NYU Stern and used for Stern Business purposes. Desktop support can be requested through the Stern IT Helpdesk (http://helpdesk.stern.nyu.edu). For information on support of student laptops, please see ‘Student Laptop Support’ SLA for details.  

Service Description

This SLA describes the Desktop Support Team’s commitment to provide the following services:

• Setup, configuration and deployment of Stern Desktop Computers, laptops and supported peripheral devices. This includes:

  Creating, maintaining and deploying software images onto new PCs to meet with clients requested specifications (where possible)

  Re-imaging old PCs where necessary to client specifications (where possible)

• Installation and configuration of supported software (insert link)
• Perform skilled maintenance and  repair
• Troubleshooting, diagnosing and - where possible – resolving:

  Hardware problems (for supported hardware)

  Software problems (for supported software)

  Network connectivity problems

• Removal of viruses/spyware/malware from infected PCs and re-imaging those which cannot be cleaned
• Removing compromised PCs from use, investigating and reimaging them per NYU security regulations.
• Configuring  supported hand-held devices for access to email and the Zimbra calendar.
•  Arranging the ordering and installation of replacement parts where needed (provided the computer is covered by a valid warranty)
• Providing a work-around or alternative solution where a resolution is not possible.
• Assisting in the relocation and setup of computing equipment within Stern.

This SLA does not cover the following services:

• Student Laptops. For advice on student laptop support please do the following:

  Refer to ‘Information Technology Service Level Agreement (SLA) for Laptop Support’

  Contact the helpdesk via:

  • Online IT Helpdesk service view: http://helpdesk.stern.nyu.edu
  • Email: helpdesk@stern.nyu.edu
  • Phone: 212-998-0180

• Walk-In: UC-120 Computer Disposal/Asset Management. For advice on this support please contact the helpdesk via:
• Online IT Helpdesk service view: http://helpdesk.stern.nyu.edu
• Email: helpdesk@stern.nyu.edu
• Phone: 212-998-0180
• Walk-In: UC-120
• Smart phones (Blackberries, Treos and iPhones etc). Services for smart phones will be detailed in the soon-to-be-published ‘Information Technology Service Level Agreement (SLA) for Smartphone Support’. In the meantime, information on smart phones  is available at http://www.stern.nyu.edu/it/smartphones/

Service Level Objective

Target response: This refers to the time it will take for the Desktop Support Team to make first contact with the client upon receipt of ticket from the Helpdesk.
Target resolution time: This refers to the time that we estimate it will take to resolve the problem/incident.
Both the target response and resolution times are dependent upon conditions listed under ‘Other Limitations’ found in section ‘II. Service Limitations and Exclusions’ of this document.
These targeted response and resolution times are in ‘Business hours’ and assume a 9:00 – 5:00 pm working day counts as 8 hours.

Service Availability
Academic Year Hours (Spring & Fall Semesters)

• Monday – Friday: 9:00 a.m. – 5:00 p.m.

Summer Session Hours:

• Monday – Friday: 9:00 a.m. – 5:00 p.m.

Hardware Support: All supported hardware assumes that the hardware was purchased through Stern for business use. It also assumes that it is on the list of supported hardware.
Hardware support is categorized into three areas as follows:

Full Support is the highest level of support provided by the Desktop Support Team, and is reserved for technology that adheres to the recommended guidelines developed by Stern. The Desktop Support Team will maintain in-depth knowledge of this technology and all efforts will be made to provide full recovery. Stern IT commits to resolving the issue or providing escalation to the appropriate parties for further troubleshooting within a time frame that will cause minimal impact to the Client.

Basic Support is assigned to hardware that fall outside of the Stern guidelines but are used commonly at Stern. Such hardware may be useful to fewer clients than is the case for fully supported hardware, and there is less need for integrating them into Stern’s overall computing environment.  The Desktop Support team will make best efforts to stay informed of such technologies. Stern IT may be familiar with these applications but do not strive to obtain in-depth knowledge about them. Consultants may be able to answer questions, suggest strategies for resolving problems, or suggest other sources of assistance, for example user groups, expert users, and bulletin board services. Stern IT assigns partial support based on an assessment of client needs and IT resources.  Stern IT gives lower priority to providing assistance for these situations than to providing assistance for fully supported hardware.

Unsupported Services are defined by hardware and software not in the first two categories Stern IT will maintain little to no expertise for this category, but will attempt to find a resource for the Client (e.g. Vendor or Manufacturer) and recommend the necessary upgrades or services. Stern IT does not support client personal hardware or devices such as a home PC or home network.  Stern IT does not commit to resolving these issues.

Software support: Supported software is listed on the supported hardware and software SLA. Software support is categorized into four key areas as follows:

Full Support. Installation, configuration, updating, licensing (where appropriate) and in-depth troubleshooting.

Partial Support. Installation, configuration, updating and basic troubleshooting. Desktop support will provide limited assistance for help using the applications but are not however responsible for training clients or for providing in-depth assistance with application functions.

Installation Only Support. Installation of work-related applications provided that the client produces the media and a valid license key. No post-install configuration will be done for an application of this type.

Unsupported (No Support). Software applications not covered under the full, limited or installation only support options will not be supported. Stern IT may offer alternative help for clients should they request assistance.

Client Responsibilities

• Required to adhere to the ‘Policy on Responsible Use of NYU Computers & Data’ found at http://www.nyu.edu/its/policies/responsibleuse.html
• To ensure their operating system is configured for (US) English/English language. Operating systems configured for foreign languages will not be supported.
• When requiring technical assistance, Stern clients must contact the Stern IT Help Desk in the first instance and not a member of the Desktop Support Team directly. They should also contact the Help Desk in person, and not through an assistant or colleague.
• Required to go through the troubleshooting process with the Stern IT Help Desk before the problem can be elevated to the Desktop Support Team.
• Clients should not be able to refuse help especially in the instance of the need to address security / virus issues.
• Clients should not insist on an immediate presence. Incidents are prioritized as described in the Service Level Objective section above. This ensures that Stern IN staff focus on the most urgent problems first and that all issues will be dealt with on a timely basis.
• Provide a thorough and detailed account of the problem/service request they are seeking help for.
• Responsible for the backup of their own data. Stern IT is not responsible for backing up data, or for any data lost during a backup.
• Responsible for installing unsupported software and peripherals
• Responsible for attending any necessary training
• Consulting the Help Desk or Desktop Support Team prior to purchasing any new hardware or software. Some hardware or software may not be supported by the Desktop Support Team.
• Consenting to allow a technician access to their equipment, and for the technician to temporarily remove the equipment for further troubleshooting if deemed necessary.
• When necessary, clients who request a rebuild/repair of a computer should sign and date a copy of the Data Release Form. This form is available from the Stern IT Help Desk.
• Provide installation media and valid license keys when required
• Backup all data necessary to transfer to new PC when appropriate.
• Responsible for responding to contact from Stern IT (email, voicemail etc) regarding any open tickets they have within 3 days. After 3 days of attempted contact and no response from client, the ticket will be closed by Stern IT.
• Maintain professional conduct.
• Good Citizenship Feedback -- The Service Recipient will provide the service provider with satisfaction feedback at the conclusion of each service rendered.  Feedback information will be used to evaluate and manage service continuity.

How to Access the Service

Service requests for desktop support have to be made via the Stern IT Help Desk. This can be done via:

• Online IT Helpdesk service view: http://helpdesk.stern.nyu.edu (preferred method)
• Email: helpdesk@stern.nyu.edu
• Phone: 212-998-0180Walk-In: UC-120

When you report an incident to the helpdesk, the client will be expected to allow the Help Desk Analyst to help them troubleshoot the problem. Clients must do this before the call can be elevated to the desktop team. Once the Help Desk has confirmed the request as a Desktop Support Team issue:

• The Help Desk will create an incident report for the client. Each ticket has a unique incident number that they will be given (via email). The ticket will be assigned to the Desktop Support Team.
• A technician from the Desktop Support Team will be assigned the ticket and will contact the client to make service arrangements.

Glossary:
For a Glossary of term referenced in this and all Stern IT SLA’s, please refer to the Stern IT Glossary of Terms.

Support Hardware and Software:
For a current list of Hardware and Software supported by the Stern IT Desktop Support team, please reference section II of the “Stern IT Supported Hardware and Software.”
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II. Service Limitations and Exclusions

Other Limitations

The Desktop Support Team cannot guarantee service levels when faced with circumstances beyond our control.  This includes, but is not limited to:

• Natural or man-made disasters
• Fire alarms
• Electrical outages or disruptions
• Building construction
• Equipment failure related to abuse

Exclusions

• Support for hardware/software not covered in this agreement. Clients seeking assistance for unsupported hardware/software can contact the NYU Bookstores computer store for help. They can be contacted through:

  website at http://www.bookstores.nyu.edu/computer.store/

  phone: (212) 998-4672

  walk-in: 242 Greene Street, New York, NY 10003

  In some cases the client may have to contact the manufacturer of the hardware/software for assistance to resolve a particular problem.

• Backup of clients’ personal data. This is the sole responsibility of the client. Clients seeking assistance for backing up data should contact the NYU Bookstores computer store (see above for contact information).
• Off-site visits. Stern IT will not visit any off-campus location for a client. Clients’ looking for ‘at home support’ should refer to local listings to see the choices available to them.
• We do not supply clients with any new/replacement hardware (keyboard, mouse, memory, cables etc). Clients looking  for new hardware should do so by:

  Purchasing the equipment through their department

  Buying directly from the vendor of their choice

• Client training. Faculty clients seeking help with using applications/operating systems should seek the guidance of The ‘Center for Innovation in Teaching and learning’ at Stern (CITL). More information can be obtained from by contacting CITL directly through:

  website at http://w4.stern.nyu.edu/citl/

  email: citl@stern.nyu.edu

  phone: 212-998-0919

• Support for internet based application use such as chat programs (yahoo messenger etc), Google calendar/docs etc. Clients can get support for these applications by using the Help feature available in the program or on the website they are using.

III. Non-Performance

The successful implementation of this agreement depends upon all owner parties’ full execution of responsibilities detailed in the document. This section lays out what constitutes non-performance and its consequences.

Service Provider

Non-Performance

• Failure by desktop support to meet the Service Level agreement
• Providing a service to an unsatisfactory standard

Consequence

In the case of two months of non-performance in a row, the Desktop Support Manager will analyze the cause of failure and present a plan of corrective action to the Stern IT Director of Client Services, CIO, and Deputy CIO to bring the shortcomings of the service back in-line with our desired goals.

Client

Non-Performance

• Client not adhering to ‘Client responsibilities’ as stated in this SLA
• Problems caused by unsupported software hardware/software
• Repeat offenders (clients who have already had their PC compromised multiple times)
• Using software (peer-to-peer etc) for illegal ends
• Failure to back up personal data
• Not being truthful when reporting the issue (queue jumpers)

Consequence
Denial of service to client, or escalation to management level for review

IV. Service Assurance

The Director of Client Services may be contacted via telephone or e-mail during regular business hours to address any problems or concerns related to the service provided.

Stern IT will provide a standard set of reports to measure performance against this Service Level Agreement as follows:

V. Costs

These costs are for client reference only and are included here to provide an estimate of the cost involved in the tasks that the Desktop Support Team carries out. Clients however will not be charged.

Labor Only – Parts would be additional charge

VI. Approvals

Stern IT

Stern Administration