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ITS Desktop Support Service Level Agreement

11/2000

Hours of Operation: 7:00 AM to 6:00 PM, 1 hour for lunch.

Desktop Support Services:

  • Desktop and Laptop Hardware Procurement Assistance (Specifications Only)
  • Desktop and Laptop Network Connectivity
  • Software Installation, Support, and Upgrades
    • Windows XP/2000 Operating System
    • Microsoft Office
    • Microsoft Project (if licensed)
    • Internet Explorer \ Netscape
    • Unified Messaging (Lotus Notes, Voice Mail)
      • Limited support for Domino Designer
      • Limited Support for Palm OS Devices, Pocket PC, Blackberry
    • PeopleSoft 3 Tier (may include related applications)
    • PeopleSoft 2 Tier (Oracle components)
    • Adobe Acrobat
    • Norton Anti-Virus
    • Aladdin Expander
    • Visio (if licensed)
    • DiskKeeper (if licensed)
  • Configuration Management (DHCP, WINS)
  • Basic Configuration and Deployment of New PC Compatible Workstations (This does not include redeployment of replaced equipment)
  • Limited Basic Configuration and Deployment of PC Compatible Laptops
  • Assistance with Migration to Windows XP/2000
  • Diagnose workstation and related hardware problems (replacement is users' responsibility).  Related hardware includes:
    • Printers
    • Scanners
    • Internal Drives
    • External Drives
  • Optimize performance of hard disks as required.

Service Level Agreement Between Admin/Finance & ITS

02/01/2001

Assumptions:

  • Area Management (i.e.Directors/Mgrs) will specify urgency of problem solution to ITS Staff when problem is reported.

  • ITS will be 1st line support for all activities listed on the previous page.  Departmental system support will provide 1st line support department specific software/hardware only.

Level I Problems- Immediate (Urgent)

Operation Critical Support

Response time -  immediate (in person or via phone)- no e-mail

  • First line point of contact --> Support Services Line ( 58344 )

  • Supervisor contact --> Larry Himmel

  • Director contact --> Bryon Jackson

Level II Problems- Urgent (HIGH)

Operation Support requiring attention (no later than 2 -3 hours after problem reported)

Response time - ITS will send notification problem received (via phone, e-mail and when problem will be addressed)

  • First line point of contact --> Support Services Line ( 58344 )

  • Second line point of contact --> Larry Himmel

  • Supervisor contact --> Bryon Jackson

Level III Problems- Normal (MEDIUM)

Operation Support requiring attention (within the day)

Response time - ITS will send notification problem received (via phone, e-mail and when problem will be addressed)

  • First line point of contact --> Support Services Line ( 58344 )

  • Second line point of contact --> Larry Himmel

  • Supervisor contact --> Bryon Jackson

Level IV Problems- Normal (LOW)

Operation Support requiring attention (within the specified time period - > 1 day

Response time - ITS will send notification problem received (via phone, e-mail and when problem will be addressed)

  • First line point of contact --> Support Services Line ( 58344 )

  • Second line point of contact --> Larry Himmel

  • Supervisor contact --> Bryon Jackson

Level V Joint Problems Resolution

Due to client server projects many problems may require a joint effort between ITS and department system support working together.  In these cases, ITS support will do the 1st level analysis but will require department technical staff to help with the necessary fixes.  Depending on the criticality of the problem the above levels will be used to determine contact points.  If any problems should arise in resolving the issue the supervisors in ITS and the department involved will be notified.

  • First line point of contact --> Support Services Line ( 58344 )

  • Second line point of contact --> Larry Himmel

  • Supervisor contact --> Bryon Jackson

Emergency Contact Information:

Name Extension Email
Larry Himmel 5-8636 lhimmel@csulb.edu
Bryon Jackson 5-8191 bjackson@csulb.edu