SERVICE LEVEL AGREEMENTS

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Academic Computing Lab Support Service Level Agreement

Overview

This is a Service Level Agreement ("SLA") between the campus community and iCIT to document (approved 8/2010):

Service Description

A computing lab is a facility where computer workstations are provided for use by students for classroom or individual work.  UW-Whitewater has more than 70 academic computing labs that are used by students and faculty for scheduled courses, project work, and open access.   iCIT is responsible for managing lab workstations in a way to provide student access to academic resources, while at the same time protecting workstation integrity for all users sharing the lab facility. Lab services (software access, printing, storage) are available to students and faculty through a Net-ID login.

iCIT provides support services to departments in the planning, implementation and maintenance of computers and peripherals in computing labs. iCIT services include planning and consultation, hardware installation, software installation and updates, asset tracking,  network printing services, workstation security, usage statistics, and problem diagnosis and resolution. Currently supported platforms: Windows or Macintosh OS, and dual-OS environments using either the Apple bootcamp or Parallels solutions.

Roles & Responsibilities

Each computing lab should have a designated lab owner or contact, identified by the academic department.  In some cases, the college's technical liaison will serve this role. iCIT will work directly with lab owners to plan, purchase, deploy and manage lab technology and software.

Planning and Consultation

Lab Owner Responsibilities:

iCIT Responsibilities:

Software Funding

The campus provides funding for enterprise software for departmental labs, while the remainder of the software is the responsibility of the academic department.

Campus provides the following software for academic labs:

Department responsibilities for software funding:

Hardware and Software Installation

iCIT delivers and installs lab computer equipment and software.  iCIT is also responsible for the removal and disposal of old computer equipment, through the campus equipment surplus process.

Lab software is deployed through a standard campus image and packaged application installers. Installers for discipline-specific or individually licensed software will be provided on a per-lab basis. iCIT will require verification of licensing in order to install software. Custom lab configurations for desktop wallpaper, menus and start menu shortcuts can be  developed for Windows; custom configurations for the Macintosh Dock icons can be provided.

In order to best prepare labs for the start of each semester, iCIT asks lab owners to make requests for software installation prior to the end of the previous semester. While iCIT will install software during the semester for needs that cannot wait for the next semester, we anticipate these situations to be the exception.

For lab printing, iCIT supports two solutions: Windows or MacOS network printing with server-based queue management, or the Pharos Uniprint system, which provides functionality for print release and usage reporting.

Lab Owner Responsibilities:

iCIT Responsibilities:

Maintenance and Support

iCIT provides on-going maintenance and support for lab equipment and software.  In addition to problem troubleshooting and diagnosis, iCIT distributes OS and application updates on a regular basis. 

Lab Owner Responsibilities:

iCIT Responsibilities:

Requesting iCIT Services

In Scope Services

Out of Scope Services

Service requests for academic computing labs should be made by the lab owner or department administrator to the iCIT TSC.  Examples of service requests are:

Equipment or software malfunctions in the computing labs should be reported to the Technology Service Center (472-4357).  Response will be prioritized on a three level scale.

Impact Level

Explanation

Examples

Initial Response Time

Impact Level 1

Campus-wide impact of critical importance

A service affecting all academic labs is unavailable.

iCIT will respond within 30 minutes.

Impact Level 2

Single lab impact

 

Software used in a particular lab is not functioning properly.

iCIT will respond within one business day.

Impact Level 3

Individuals are affected

 

A computer in a lab is not functioning.

Helpdesk will respond within two business days.

Hours of Coverage and Escalation Procedures

Service Requests
The Helpdesk is the first point of contact for requests and problems.
Phone Number:  472-HELP (472-4357) or helpdesk@uww.edu
The hours during academic sessions are
Monday-Thursday:  8 AM - 9 PM
Fridays: 8 AM - 4:30 PM

Check the helpdesk website for summer and extended hours.

Requests for new service 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 sla-icit@uww.edu.

Fees and Expenses

iCIT services for the support of academic department labs, as described in this document, do not have associated fees.

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