SERVICE LEVEL AGREEMENTS

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Computer Setup and Redeployment Service Level Agreement

Approved July 2009

Overview

This is a Service Level Agreement (“SLA”) between the campus community and iCIT to document:

    • Procedures and requirements to setup newly purchased computer equipment
    • Procedures and requirements to redeploy computer equipment that is being replaced

Service Description

Computer setup is the process of delivering newly-purchased equipment to the customer, ensuring that all hardware and software (standard and specially licensed) is installed and working properly, and that all data files and personal are transferred to the new computer.  Computer re-deployment is the process of evaluating the viability of replaced computer equipment  and preparing the equipment to be “re-deployed” to another customer.

Roles & Responsibilities

New Equipment Setup

Computer setup is the process of delivering newly-purchased equipment to the customer, ensuring that all hardware and software (standard and specially licensed) is installed and working properly, and that all data files and personal are transferred to the new computer.  Computer re-deployment is the process of evaluating the viability of replaced computer equipment  and preparing the equipment to be “re-deployed” to another customer.

iCIT Responsibilities:

User Responsibilities:

Computer Re-deployment

iCIT Responsibilities:

User Responsibilities:

Requesting Service

In Scope Services
Out of Scope Services

Hours of Coverage and Escalation Procedures

Hours of Availability

The helpdesk can be contacted for any requests concerning new computer setups and re-deploys at (262)-472-4357 or at helpdesk@uww.edu

For “Helpdesk Hours of Operation” see Helpdesk website.

Setups are scheduled between the hours of 8am and 4:30pm throughout the year and can be later upon request depending upon the technicians’ availability.

Any computer setup (new or redeployed) is typically scheduled for 2 hours to ensure that all files are transferred and all hardware and software is installed correctly; basic training is also provided, if needed. This process can be longer and may require a follow-up appointment if large amounts of files are stored on the local hard drive or if software installs are very lengthy. Redeployment of equipment being replaced is not done at time of new equipment setup and requires an additional appointment to be scheduled unless previously arranged.

Scheduling Delivery of Equipment
Unless alternate instructions are provided with the request, the Helpdesk will send the first email request to schedule the delivery and setup of new equipment within 2 business days of receiving the equipment. If no response is received, a second notice will be sent via email with a copy to the department in case there is an issue with the customer checking their email account. In cases where the customer is on a lengthy absence (such as summer break) the dean or supervisor may be contacted in case they wish to reallocate the resource until the customer’s return.

Because new setups and re-deployments are service requests (to provide a new or improved service rather than repairing and existing service) the scheduling of the appointment may be delayed due to the number of requests received and its timing (for instance, no new equipment is typically setup during the first two weeks of a semester). However, if there are extenuating circumstances (new staff, replacing broken equipment, etc) all considerations will be made to assist the customer even during peak times. If accommodations cannot be made in a timely manner, loaner equipment may be provided as an alternative solution.

Escalation Procedures

The Helpdesk is the initial contact for all service related requests.
Phone Number: 472-HELP (472-4357) or helpdesk@uww.edu

Fees and Expenses

There are no costs associated with setups or re-deployments as described in this agreement.

Related Documentation