Service Level Agreement Between

UW-Milwaukee University Information Technology Services

And

UW-Milwaukee «NAME_OF_UNIT»

 

Current Agreement:

Desktop Support            Version: «version»          Date Agreement Generated: «date»Term: «term»

 

Purpose:

This is an agreement to provide desktop support services to the UW-Milwaukee «NAME_OF_UNIT» («INITIALS_OF_UNIT») by University Information Technology Services (UITS).

 

Service Review Meeting:

A meeting may be held at the request of either party to review the services defined in this Agreement. A review meeting will include evaluating the quality of service rendered, response and resolution times, and the status of any outstanding issues.  The authorizing individuals (or their designees) must mutually agree to any changes in this agreement and either party may request a review of this agreement at any time.  Changes to this agreement will be made in addenda.

 

Services Provided:

 

Desktop/Laptop Support: (per device fee required)

  • Configuration and installation of authorized campus standard desktops and laptops. (See addendum 03)
  • Installation of the campus office image on campus standard desktops and laptops.  Software will include Microsoft office and Internet connectivity. (See addendum 03)
  • Install computer hostname labels to identify computers supported by UITS Desktop Support.
  • Configure, support and troubleshoot access to campus network and campus Active Directory. (This is limited to the Kenwood campus and offsite campus locations with high speed Internet connectivity.)  We are unable to support home or other offsite networking / Wi-Fi locations.
  • Configure access to individual and shared network file storage on both Windows servers and pantherFILE.
  • Configure access to campus standard Ricoh network printers.
  • Configure mapped drive for scanning from campus standard Ricoh printers.
  • Assist, advise, implement and manage security setups for confidential data.  Note: adhering to the campus security policies and the use of confidential data is the responsibility of the UW-Milwaukee «NAME_OF_UNIT».
  • Perform network account management for access to Active Directory connected laptops and desktops.  Contacting the Help Desk (GetTechHelp.uwm.edu or x4040) will start the account creation or deletion process.
  • Provide installation and updating of campus standard antivirus/antispyware software.  Provide cleanup of computers in the event of a security breach.
  • Provide campus standard encryption solution when needed for supported desktops and laptops.
  • Provide regular updates for Windows and/or Apple operating system and UWM standard software applications.
  • Administration and configuration of Windows Remote Desktop for users who need to connect to their office computer in a secure manner.
  • Troubleshoot and resolve problems related to printing, Microsoft Windows and Apple operating systems, and campus standard software. (See addendum 03)
  • Provide service via remote assistance (Kenwood campus and other areas when possible), telephone, e-mail and in-person during UWM business hours.
  • Support and maintenance of software for Active Directory, Keyserver, and other desktop management tools.  
  • Create and maintain an electronic inventory of hardware using an automated tool.  Requests for accessing the inventory data should be directed to your Client Liaison.  Please note that «INITIALS_OF_UNIT» will be responsible for tracking and storage of all paper documents (such as packing lists) relating to purchase, warranty information, etc.  (Physical inventory can be performed for a fee.)
  • Replace defective parts as well as handle the Return Merchandise Authorization (RMA) process for hardware under warranty.  For hardware not under warranty, diagnose problems, identify the need for repair and suggest options for «INITIALS_OF_UNIT» to obtain parts.
  • Automated migration of user data from existing computer to new computer.
  • Secure disposal of laptop and desktop hard drives using DoD wipe procedures.
  • Recommendations and guidance for the purchase of campus standard hardware.
  • Trouble ticket summary reports upon request.  Please see your Client Liaison for details.
  • Notification to «INITIALS_OF_UNIT» of scheduled and acute system outages affecting desktop computers.

 

  • Local Printer and Peripheral Support:
    • “Best Effort” support is provided for local printers and peripherals.  A maximum of one hour per incident of support will be provided to troubleshoot issues related to local desktop printers and peripherals.  If a printer requires hardware service, we can provide the name of a vendor to assist.  Examples of peripherals where “best effort” support will be provided include local printers, wireless keyboards and mice, USB card readers, and memory cards.

 

  • Fee based non-standard desktop imaging:
    • Includes one master image build at the time the computer is delivered, backup of master image, connection to Active Directory, Antivirus/Antispyware installation, Windows Update configuration, and installation of UWM standard software.
    • If reimage is needed the computer will be reimaged with the master image on file. 
    • Recreation or refresh of the master image will incur non-standard hardware imaging OS install fee in addition to the annual recurring fee for non-standard hardware.
    • Hardware must be under warranty for fee based non-standard desktop imaging service.
    • Master image development may take 30-60 business days to create and test based upon UITS Desktop Support workloads.

 

Virtual Machine support: (per VM fee required)

·       Installation and configuration of a virtual machine using VMware on campus standard hardware.

·       Configuration and installation of authorized campus standard image. Software will include Microsoft office and Internet connectivity. (See addendum 03)

·       Configure, support and troubleshoot access to campus network and campus Active Directory. (This is limited to the Kenwood campus and offsite campus locations with high speed Internet connectivity.)  We are unable to support home or other offsite networking / Wi-Fi locations.

·       Configure access to individual and shared network file storage on both Windows servers and pantherFILE.

·       Configure access to campus standard Ricoh network printers.

·       Configure mapped drive for scanning from campus standard Ricoh printers.

·       Assist, advise, implement and manage security setups for confidential data.  Note: adhering to the campus security policies and the use of confidential data is the responsibility of the UW-Milwaukee «NAME_OF_UNIT».

·       Perform network account management for access to Active Directory connected virtual machines.  Contacting the Help Desk (http://gettechhelp.uwm.edu or x4040) will start the account creation or deletion process.

·       Provide installation and updating of campus standard antivirus/antispyware software.  Provide cleanup of virtual machine in the event of a security breach. Provide regular updates for Windows operating system and UWM standard software applications.

·       Administration and configuration of Windows Remote Desktop for users who need to connect to their office computer in a secure manner.

·       Troubleshoot and resolve problems related to printing, Microsoft Windows operating systems, and campus standard software. (See addendum 03)

·       Provide service via remote assistance (Kenwood campus and other areas when possible), telephone, e-mail and in-person during UWM business hours.

·       Support and maintenance of software for Active Directory, Keyserver, and other desktop management tools. 

·       Automated migration of user data from existing computer to new computer.

 

Campus File Storage: (pantherFILE Group Storage at no cost, fee based Windows Server Storage available)

  • General day-to-day hardware and software administration, maintenance, and support of the UWM servers necessary for a stable and manageable campus file storage environment:
    • Professional staff for administrative support.
    • Troubleshooting and resolution of problems.
    • Notification to «INITIALS_OF_UNIT» of detected problems and suggestions for resolutions with regard to issues connecting to or using campus file storage environment.
    • Backup and restoration of stored data.
    • Perform network account management for access to AD shares and PantherFILE group space.  Contacting the Help Desk (GetTechHelp.uwm.edu or x4040) will start the account creation or deletion process.   PLEASE NOTE:  The «INITIALS_OF_UNIT» Contact Person or authorized designee should initiate requests.
    • Advance notice / warning for routine maintenance or downtime will be displayed on ITStatus.uwm.edu
    • PantherFILE is a web-based system available from any computer that has Internet access.
      • This gives users access to files off campus from unsecured equipment.

 

  • Fee based Windows Server Storage is not available from computers located off campus.
    • An annual maintenance fee and per GB cost apply.
    • Includes drive mapping to network storage space.
    • Permissions management for user access.
    • Quota management and tracking.

 

iPad Support: (per device fee required)

·       Setup and configuration of the device to access UWM essential applications.

  • Configure wireless access and synchronization to pantherLINK Calendar, Email, Address Book and Task List’s.
  • Installation of the campus standard iPad applications including Pages, Keynotes, Number, and Good Reader.
  • Install computer hostname labels to identify devices supported by UITS Desktop Support.
  • Configure access to individual and shared network file storage on both Windows servers (if accessible while off campus) and pantherFILE.
  • Assist, advise, implement and manage security setups for confidential data.  Note: adhering to the campus security policies and the use of confidential data is the responsibility of the UW-Milwaukee «NAME_OF_UNIT».

·       Configuration of remote device security including remote wipe, remote passcode removal, and remote locking.

  • Provide campus standard encryption solution.
  • Troubleshoot and resolve problems related to Apple iOS operating systems and campus standard software.
  • Support and maintenance of software for iPad management tools. 
  • Create and maintain an electronic inventory of hardware using an automated tool.  Requests for accessing the inventory data should be directed to your Client Liaison.  Please note that «INITIALS_OF_UNIT» will be responsible for tracking and storage of all paper documents (such as packing lists) relating to purchase, warranty information, etc.  (Physical inventory can be performed for a fee.)
  • Replace defective parts as well as handle the Return Merchandise Authorization (RMA) process for hardware under warranty.  For hardware not under warranty, diagnose problems, identify the need for repair and suggest options for «INITIALS_OF_UNIT» to obtain parts.
  • Automated migration of user data from existing iPad to new iPad.
  • Recommendations and guidance for the purchase of iPads.

 

Smartphone Support: (per device fee required) (Chancellor, Provost, and Assistant to Chancellor only)

  • Recommendations and guidance for the purchase of campus standard smartphones via UITS Telephone Services.
  • Setup authorized and supported campus standard hardware. (See addendum 03)
  • Configure wireless access and synchronization to pantherLINK Calendar, Email, Address Book and Task List’s using ActiveSync.
  • Troubleshoot synchronization issues with pantherLINK.
    • Please note that we are only able to verify your settings are correct when using our configuration guidelines.  We are unable to troubleshoot further issues with your carrier or device.
  • Tethered devices connected to a Desktop or Laptop via USB or other methods are not supported.
  • 3rd party applications are not supported.
  • UITS Desktop Support will configure initial security settings within the requirements of the UWM Security Office. (http://www4.uwm.edu/itsecurity/)
  • Any changes made by the user of the device to degrade or disable the security are the responsibility of the user.
  • We do not provide offsite or after hours Smartphone support. Offsite or after hours cellular card issues should be referred to the cellular carrier directly for resolution.
  • Smartphone users are responsible for securing the device during normal use.  Lost or stolen devices should be reported to the UWM Help Desk after contacting the carrier and changing the users ePanther ID password.
  • Configure Bluetooth connection to headset or hands free system.
  • Provide support for Wi-Fi connections at UWM Kenwood campus.
  • Provide consultation for off-site connections.

 


 

 

Methods of Support

 

Support Service Priorities as defined in our Help Desk ticket management system:

  • 1 Campus Wide - Production service or server down. Events affecting majority of campus users.  Events at this level will be immediately addressed and followed through until resolution.  This support priority supersedes all other service tasks, assignments, and projects. (All available resources utilized pending resolution)
  • 2 Building/Department Area system down - Customer or reported equipment unable to operate or perform tasks.  Events affecting moderate number of users usually in a select group.  No alternate procedure available. (Selected resources utilized pending resolution)
  • 3 Individual Severe - Situation critical, key functions not operable, time sensitive.  Events affect single user with highly time sensitive system production requirements. (Resources assigned at a level to expect 2 hour call back)
  • 4 Individual Moderate - Customer able to work at acceptable level awaiting service appointment events affect single user with flexibility in system production requirements. (24 hour call back expected)
  • 5 Individual Slight - New installs, upgrades, adjustments to current configuration.  User is able to perform normal operations.  (48 hour call back expected)
  • 9 Long Range/Project - Awaiting approvals, third parties, system availability. (48 hour call back expected, estimated completion date and status updates to be provided ongoing)

In collaboration with customer, Help Desk and/or Desktop Support staff will determine priority.  All customers will be updated via web site, e-mail, phone or in-person.

Support Escalation Procedures:

  • All initial contact must begin with the Help Desk – GetTechHelp.uwm.edu or x4040.
  • Callers should identify themselves as members of the «NAME_OF_UNIT».
    • Under normal circumstances problems should be reported by the person experiencing them.
  • If the Help Desk response is not satisfactory, the «INITIALS_OF_UNIT» Contact Person should contact the Client Liaison.
  • If the Client Liaison is not available, the «INITIALS_OF_UNIT» Contact Person should contact the Desktop Support Manager.
  • If the response from the Desktop Support Manager and Client Liaison is unsatisfactory, the «INITIALS_OF_UNIT» Contact Person should contact the Client Services Director.

 

Desktop Support Service Goals:

  • To perform an expert diagnosis of problems with supported hardware and software upon notification.
  • To have the customer effectively operational as soon as possible.
  • To have the customer effectively operational for an urgent or high priority problem on a supported computing platform within 3-4 hours of notification receipt.

 

«NAME_OF_UNIT»will provide:

 

  • Notification of issues following procedures outlined in this agreement.
  • Assignment of a designated «INITIALS_OF_UNIT» Contact Person, who will be noted in Addendum 02.
  • Consultation with the Client Liaison regarding technology prior to purchase.
  • Support for technology not covered by this agreement and/or listed in inventory.
  • License fees for software or hardware not fully funded by UWM.
  • Proof of ownership for software not covered under a campus or UW System site license, freeware, public domain or software administered by UWM.  Software.uwm.edu
  • Appropriate funding codes for billing purposes.
  • Compliance with campus security recommendations and policies for confidential data. Security.uwm.edu
  • Minimum one-week notification of staff additions and new computer purchases.
  • Paper, toner, and maintenance of non-state contract Ricoh printers/copiers.
  • All calls for external service and support.

 

 

Limitations of this agreement between UITS and «INITIALS_OF_UNIT»:

 

·       Services not defined in this agreement.

·       Computers not joined to ad.uwm.edu are not supported.  Exceptions to this are off site locations and special assistive devices that cannot be joined to the domain.

·       Connections to home or off-campus networks and resources are not covered.

  • Carrier issues with smartphones or other cellular devices.

·       Technology not supported by UITS.  Contact the Client Liaison with questions on supported items.

 

Please note that many other services are available on a charge basis.  Please contact the Client Liaison for further information.

 

 

RENEWAL/CANCELATION OF THIS AGREEMENT

 

  • To cancel this agreement, the «INITIALS_OF_UNIT»contact person must write to the Desktop Support Manager within 10 business days of receiving this document.
  • Either party has to right to cancel this agreement with a 30 day written notice.

 

  • Please return agreement to the UITS Business Office, NWQ Building B, Room 2410.
  • If you do not return it, UITS will bill to the funding string stated on previous agreements with your department or to the department coding as listed in WISDM.

 

 

Approvals:

 

 

 

____________________________________                        __________________

«INITIALS_OF_UNIT»                                                  Date

Authorizing Signature

 

 

 

____________________________________                        __________________

UITS                                                                            Date

Authorizing Signature


 

 

Addendum 01

 

Agreement Fees

«date»

Fees:

 

Annual Support Items

Number of Items

Cost per item

Total

Desktop Support

«desktops»

290

0

Laptop Support

«laptops»

290

0

Virtual Operating System

installed on Desktop

«virtual_OS»

260

0

Windows File Server Storage

Annual Maintenance

«LANstorageMaintenance»

500

0

Windows File Server Storage per GB including backup (non-pantherFILE)

«LANstorageGB»

2

0

iPad Support

«ipads»

125

0

Smartphone Support

«smartphones»

500

0

Non Standard hardware imaging / OS install

«non_standard_hardware»

1000

0

New Client Migration Fee

«migration_fee»

150

0

TOTAL

 

 

«TOTAL_»

 

 

·       Computer inventory numbers for billing are generated based upon machines connected to UWM networks and services in the 90 days prior to the generation of this agreement

 

Per Incident Support Items

Number of Hours Needed

UITS Hourly Rate

Total

Physical Inventory

 

$64.00

 

Custom GPO Configuration

(2 hour minimum charge)

 

$64.00

 

 

UWM TechRepair is able to service equipment on an ad hoc basis.  Please see TechRepair.uwm.edufor information on the services provided and fees.

 

Per Incident items not included in this agreement and/or incurred during the term of this contract will be billed directly to the account number listed below at the time of occurrence.

 

Other services not described in this document will be charged at the standard UITS hourly rate (for FY14 - $64/hour).  Additional work must be approved in advance by «INITIALS_OF_UNIT»Contact Person.

 

The payment for services should be charged against:

 

 

 

 

 

 

 

 

Acct

Fund

Org

Program

Subclass

Bud Yr

Proj/Grant

 

Special Billing Instructions:

 

 


 

 

Addendum 02

 

Personnel involved in the administration of

Agreement for the «NAME_OF_UNIT»

«date»

UITS Contacts:

 

Client Liaisons

Dave Nowak                               rn@uwm.edu                              430-3064          

Tony Berger                               bergera@uwm.edu                       430-0637

Dave Ernst                                 dew3534@uwm.edu                     430-3624

 

Desktop Support Manager

Scott Kleba                                skleba@uwm.edu                                    229-7253

 

Client Services Director

Beth Schaefer                              beths@uwm.edu                          229-4072

 

Interim Chief Information Officer

Dr. Jacques du Plessis                  jacques@uwm.edu                       229-2856

 

 

«NAME_OF_UNIT»Contact Person:

 

«Contact_Person»                       «ContactEmail»              «ContactPhone»

 

 

 

Supported Users and Devices

 

Users

 

·       Supported users will be listed in the Active Directory group «INITIALS_OF_UNIT»-master list. This may be viewed using the following procedure on a Windows computer connected to the campus Active Directory.

 

 

 

Devices

 

·       Computer inventory numbers for billing are generated based upon machines connected within 90 days of generating this agreement.

·       Hardware inventories are collected by an automated tool.

  • Contact your Client Liaison for access to the inventory data.

 

 

 


 

 

Addendum 03

 

Recommended Client Resources and Support Details

 

Support info is available at the following links:

 

 

 

Terms and Definitions

 

 

  • Client Liaison: The UITS professional responsible for managing service technicians, primary escalation of problem resolution as well as technical project management and coordination.

 

  • Campus Storage Environment:  UITS Windows or Xythos (pantherFILE) systems designed for user and departmental file storage.

 

  • Desktop Support Manager: The UITS professional responsible for managing Client Liaisons, service technicians, secondary escalation of problem resolution as well as project oversight and coordination.

 

  • «INITIALS_OF_UNIT» Contact Person: The «INITIALS_OF_UNIT» professional who will serve as the primary contact for coordinating services or addressing issues and concerns with UITS.