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Workstation Computer Support

Approved September 2012. View a printable PDF of this SLA

Overview

This is a Service Level Agreement ("SLA") between the UW-Whitewater Campus Community and ITS to define:

Three levels of support campus computers: fully supported, limited support or unsupported
Procedures and requirements associated with supported, limited support, and unsupported computers
NOTE: This SLA does NOT address software installed on the computer. Please see the campus software support SLA for additional information.

Service Category Descriptions

In Warranty Supported

ITS will fully support all campus computers, purchased through ITS and utilizing the current ITS image, for the full length of the manufacture warranty at no charge to the customer. Typically:

PC's covered by a standard 3 or 5 year warranty
Macs covered by a standard 3 year warranty

ll supported hardware must be installed by ITS. Additionally, all supported computers must be running an official campus image.

Full support by ITS includes all repairs, installs, and answering questions related to the equipment use, and is provided by ITS through the Technology Support Center.

Please visit http://www.uww.edu/ITS/services/tech-purchasing#tab_HardwarePurchasing to view a list of current PC and Apple computers that are considered the standard for UW-Whitewater

Out of Warranty Supported

PCs up to 6 years of age and Macs up to 4 years of age fall into this category. ITS will continue to repair and install the hardware on such computers free of charge; however, the customer will be responsible for any hardware costs. The availability of hardware for computers in this category is dependent on the vendor, and may impact the ability of ITS to complete necessary repairs. Specifically:

Mac hardware replacements in this category are limited to hard drives, memory, and user replaceable batteries as well as video cards on Mac Pro towers only.

In order for computers to be classified in this category, it must be capable of running the standard campus image.

Limited Support

Computers in this category are not purchased or not imaged by ITS. This category of support is appropriate for rare instances when computer is a part of a 3rd party system configuration, grant, collaboration project or scientific research. Consultation with ITS is required.

ITS will diagnose hardware issues, facilitate warranty repairs and act as a liaison with the manufacturer if applicable. ITS will coordinate out of warranty repairs on these computers and attempt to repair such computers. Customer will be responsible for all costs associated with repairing these computers. If hardware parts for these computers are no longer available from the manufacturers, ITS may offer to temporarily replace such computers with surplus equipment provided that Total Desktop Care (TDC) has suitable surplus equipment available for replacement.

Computers in this category will typically be determined on a case by case basis. Work done on such computers is not guaranteed by ITS.

Computers classified in this category will only be (re)imaged with the users accepting all responsibility and acknowledges that the computer may cease to function, in which case ITS assumes no responsibility for it. It will be the users’ responsibility to replace the computer if (re)imaging is unsuccessful; however, ITS will work with the customer to achieve the best possible and acceptable solution.

Unsupported

A computer falls into this category if it does not meet the criteria of the other two categories. Computers in this category are not eligible for hardware support from ITS. ITS will attempt to answer general questions and assist with general troubleshooting related to network/connectivity.

If a hardware failure should occur, ITS will attempt to back up the user's data but will not repair the computer.

Roles & Responsibilities:

ITS Responsibilities:

To install, troubleshoot, repair, (re) image or uninstall supported computers within the timeframe specified in its impact level
To suggest alternatives for limited support computers
To provide assistance with installing or troubleshooting limited support computers as previously defined
To provide warranty parts procurement and installation

User's Responsibilities:

Consult with ITS prior to equipment purchases
To acquire computer equipment and peripherals through ITS
In the rare instances when equipment is not purchased through ITS, to provide proof of purchase when requesting the installation of hardware
To avoid installation or use of unsupported computers.
To contact the Technology Support Center directly at helpdesk@uww.edu for all issues or requests concerning computers

Requesting Service

In Scope Services

To Install supported computers
To troubleshoot supported computer hardware and (re) image
To offer alternatives to unsupported computers
To offer best effort assistance at installing or troubleshooting limited support computers while following external SLAs

Department responsibilities for software funding:

Offering assistance or installation for unsupported computers
Troubleshooting limited support computers when other 3rd party support options have been agreed upon
Supporting non University procured computers

Installation and Support

All supported computers must be installed by ITS. An appointment can be arranged with ITS by contacting the Technology Support Center for installation. Unsupported computers will not be set up by the Technology Support Center, nor will ITS offer any assistance in acquiring or installing unsupported computers.

Incidents will be prioritized on a three level scale as follows...

Impact Level	Explanation	Examples	Initial Response Time
Impact Level 1	Campus-wide impact of critical importance.	Network is down. Core Services.	ITS will respond within 30 minutes.
Impact Level 2	Individual user(s) unable to perform job.	Machine will not boot. No alternative available.	ITS will respond within four hours.
Impact Level 3	Individuals are affected, but still able to perform job duties.	Individual component failure, e.g. CD ROM will not read disc.	Technology Support Center will respond within two business days.

Hours of Coverage and Escalation Procedures

Service Requests

The Technology Support Center is the initial contact for all service related requests.

Phone Number: 472-HELP (472-4357) or

The hours during academic sessions are

Monday-Thursday: 7:30 AM - 9:00 PM
Fridays: 7:30 AM - 5:00 PM

Check Get Help for summer and extended hours.

Impacted Level 2 and 3 service requests will be handled during normal business hours.

If a department/division does not receive a contact within the specified time for their Impact Level, an email should be sent to helpdesk@uww.edu

Fees and Expenses

Repair costs when necessary will be billed by ITS to supplied valid Organizational code.