Surplus Equipment Processing Service Level Agreement
Approved July 2009 (updated May 2012)
This is a Service Level Agreement (“SLA”) between the campus community and iCIT to document:
- Procedures and requirements for iCIT to acquire Surplus equipment from campus departments
- Procedures and requirements for iCIT to redistribute equipment back to the campus
- Procedures and requirements for iCIT with equipment being disposed of from the campus
- Service agreements related to the acquisition, re-deployment or removal of equipment from campus
- Requirements for the campus to surplus or acquire equipment
Surplus Equipment Processing is the service for removing unwanted technology equipment from campus offices, labs and classrooms. Once removed, iCIT serves as a clearinghouse for the equipment, which is evaluated, and either kept for potential redeployment or recycled as part of the TREE (Technology Repurposing & Electronic E-cycling) program. Asset inventory is tracked and records are updated. Before computers are removed from campus, hard drives are cleaned and data are destroyed based on an industry-approved reformatting process; non-functioning hard drives are physically disassembled and destroyed. The intent of the surplus process is to ensure that computer equipment is not removed from campus while still having a useful purpose, and can be redeployed or put to use on campus for temporary needs or special projects.
Roles & Responsibilities
Removal of surplus equipment
To request removal of unwanted technology equipment, departments should submit a request to the TSC Helpdesk using the iConnect-Tech Support-Self system. After receipt of the request, equipment will be collected from the departments on the next collection date, based on a regular monthly schedule.
- Submit a request to the TSC Helpdesk using the iConnect-Tech Support-Self system. Simply log-in to the system, select “Request Help” from the main menu (or Submit a Ticket from the left hand menu), which will take you to the ticket form. From the Common Needs menu of services, select "Technology Equipment Pick-up Needed" and the form will fill in prompts for needed information.
- Place the items in an easily accessible location, if possible.
- If it is necessary to retain computer data stored on the hard drive, it is the customer’s responsibility to transfer the data in advance of the collection day. If assistance is required, the customer will make arrangements with the Help Desk in advance.
- Maintain a regular monthly schedule of surplus equipment collection. Currently, pick ups are made every Friday. (If a pick up is needed sooner, it will be noted in the ticket.)
- Collect all items that have been identified on a surplus declaration form
- Notify customers if there is a change in the scheduled collection date, or if the items requested will require special arrangements due to quantity or type.
- Track surplus equipment removal information in asset inventory
Surplus redeployment to the campus
iCIT will evaluate all surplus equipment to verify functionality of components and to assess ability to run the current versions of standard software. If these requirements are met, the equipment will be added to the stock pool of equipment that is used for campus redeployment. Minor repairs will be made, computer hard drives will have all data removed and will be re-imaged with the current campus suite of standard software. Equipment from this pool will be re-deployed on campus, to temporarily replace non-functioning equipment or for use in specially-designated projects. Requests for surplus equipment should go through the helpdesk and iCIT will consider these requests on a case-by-case basis.
- Use iconnect Tech Support.
- When requesting surplus equipment for special projects (not replacing non-functioning equipment), departments should provide a reason as well as a timeframe for usage, as part of the request
- Make plans for new equipment purchases; surplus equipment that replace failed equipment is only a temporary replacement solution.
- Maintain a stock of used technology equipment that can be redeployed.
- Assess and respond to all requests for surplus equipment.
- Make surplus equipment temporarily available to departments to replace non-functioning equipment, while departments make decisions to repair or replace.
- Evaluate all requests for surplus equipment for special projects, to either approve the request or offer an alternative solution.
- Document all re-deployment information in asset inventory
In Scope Services
- Collecting equipment on the scheduled pickup dates (1st and 3rd Fridays of the month)
- Maintaining a pool of re-usable stock equipment received from departmental surplus.
- Keeping an up-to-date asset inventory that tracks equipment location and status.
- Ensuring data removal from previous owners.
- Making surplus equipment available for temporary replacement.
Out of Scope Services
- Collecting equipment that has not been declared on a surplus declaration form
- Collecting equipment on a non-scheduled date, unless special arrangements are made in advance.
- Performing additional tasks on collection day other than collection, such as copying data from old computers
- Offering equipmentto replace or repair non-university equipment.
- Returning specific equipment to departments after the surplus collection
- Providing surplus equipment to departments as regular replacements, in lieu of new equipment purchases.
Hours of Coverage and Escalation Procedures
In order to pick up your surplus, iCIT must receive a surplus request ticket.
The Help Desk can be contacted for any requests regarding surplus equipment.
Phone: 472-HELP (472-4357) or email@example.com
Responding to Problems and Incidents
The Help Desk is the initial contact for all service related requests.
Phone: 472-HELP (472-4357) or firstname.lastname@example.org
|Impact Level||Explanation||Examples||Initial Response Time|
Impact Level 1
Campus wide problem occurs
No temporary or workable alternatives available
Not Applicable to the surplus department
Impact Level 2
Limited amount of users or groups are affected
Alternatives are available
A machine is non-functional and is in need of repair or replacement
During Business Hours: Four hours
Impact Level 3
Machine is functioning, but is out of date and below campus standards.
Response will be within 2 business days
Check the Helpdesk website for service 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 email@example.com.
Fees and Expenses
At this time, there are no direct costs to departments associated with surplus equipment processing. Starting July 1 2009, there will be a charge to departments to recover the cost of monitor disposal. Future costs to campus for equipment disposal may change in the future.