SERVICE LEVEL AGREEMENTS

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General Access Computing Lab Support - Service Level Agreement

Approved January 2010

Overview

This is a Service Level Agreement (“SLA”) between the UW-Whitewater campus community and iCIT to document iCIT’s responsibilities in managing hardware and software in general access computing labs and to identify procedures for incident reporting and communication.

Service Description

General access labs provide open access to computers and software for all UW-Whitewater students. During the academic year, these labs are available to students for 90 hours or more per week. General access labs provide access to a standard set of software with common navigation and access to campus academic resources.

iCIT supports general access labs by providing hardware and software acquisition and installation, software monitoring and license management, print management, workstation policies, usage statistics, and problem diagnosis and resolution.

Each general access lab has a sponsoring department or college. iCIT regularly meets with the sponsors to clarify the details of lab workstation operation and to obtain feedback for lab improvements. General access labs are currently located in the University Library, McGraw 19, Andersen 1008, Upham 51 and the Career & Leadership section of the University Center.

Roles & Responsibilities

Funding

Funding for computers, printers, general-purpose software, and printing supplies used in the general access lab facilities will be provided through a central fund. Discipline-specific software may also be made available in the GA labs, so long as it is licensed to make it generally available across all labs.

Campus funds the following software for general access labs:

Academic or sponsoring unit responsibilities are to purchase licenses for discipline-specific software.

Hardware and Software Installation
iCIT supports workstations running campus-supported versions of Windows OS or Macintosh OS with a dual-OS environment. iCIT will install and maintain all hardware and software. Lab software is deployed through a standard campus image and packaged application installers. iCIT is also responsible for the removal and disposal of old computer equipment.

For lab printing, iCIT provides two solutions: standard Windows and MacOS network printing, or the Uniprint system, which provides functionality for print release and usage reporting, used to manage high-volume print locations.

iCIT Responsibilities:

Academic Department Responsibilities:

Maintenance of Facilities
The sponsoring department or college will be primarily responsible for the day-to-day operation of each general access lab facility.

 Sponsor responsibilities:

Maintenance and Support of Equipment and Software

iCIT provides on-going maintenance and support for lab equipment and software, including OS and application updates. iCIT also provides problem troubleshooting, diagnosis and resolution.

iCIT Responsibilities:

Academic department and Sponsor responsibilities:

Requesting Service

Service requests for general access computing labs should be made by faculty, staff or the department sponsor to the iCIT Helpdesk. Examples of service requests are:

Lab Reservations

From time to time, individuals or departments may need to use a lab facility for a one-time event that requires hands-on participation, such as a training workshop or group orientation. General access lab facilities may be able to accommodate these occasional needs. In order to make a request, refer to the iCIT web site: http://www.uww.edu/icit/labs/labsupport/reservations.html

Reservation requests for a general access room must be made at least three weeks in advance, and the use of the room must be for UW-W faculty, staff or students. Requests will be usually be approved, except in cases of a scheduling conflict, a loss of sufficient open access to students, or a software setup that is difficult to accommodate.

Lab Incidents

Lab incidents (problems) should be reported to the Helpdesk (472-4357), and 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 GA 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 four hours.

Impact Level 3

Individuals are affected.

A single computer is not functioning.

Helpdesk will respond within two business days.

Hours of Coverage

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.

Impact 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 sla-icit@uww.edu.

 

Fees and Expenses

iCIT services for general access labs, as described in this document, do not have associated fees.

 

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