SERVICE LEVEL AGREEMENTS

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Surplus Equipment Processing Service Level Agreement

Approved July 2009 (updated May 2012)

Overview

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

Service Description

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.

Customer Responsibilities:

iCIT Responsibilities:

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.

Customer Responsibilities:

iCIT Responsibilities:

Requesting Service

In Scope Services
Out of Scope Services

Hours of Coverage and Escalation Procedures

Acquisition

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 helpdesk@uww.edu

Responding to Problems and Incidents

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

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

Individuals affected 

 

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 sla-icit@uww.edu.

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.

Appendices