Work-At-Home Software (WAH Software) Service Level Agreement
This is a Service Level Agreement (“SLA”) between the campus community and iCIT to document:
- Procedures and requirements for acquiring and installing Work at Home software (WAH) Media
- Service agreements related to WAH software
- System requirements for users
Work-At-Home Software or WAH, is software in which a licensing agreement exists for a copy to be installed on a Staff or Faculty Home's machine. The intent of the software is to allow staff and faculty to continue to do their work from home using the same tools available to them on their campus machines, and should be uninstalled upon the termination of employment.
Roles & Responsibilities
Acquistion & Installation
Much of the WAH Media is available from the helpdesk, and complete list of availability as well as the licensing requirements can be found in the Software Catalog.
- Ensuring your system meets the requirements of the software prior to installation.
- Meeting the necessary on campus license requirements prior to requesting any WAH media if any exist
- Following the given instructions to properly install the software on a home machine
- Ensuring only one (1) copy of the given media is installed.
- Uninstalling the software upon termination or until a period of time when the licensing requirement on campus is no longer met.
- Maintain website documents and software
- Ensuring the customer meets the licensing requirements for the software
- Provide limited troubleshooting support to ensure the installation media is working as intended.
In Scope Services
- Enabling campus community to acquire WAH media from the Helpdesk
- Maintaining current Licensing information and installation instructions
- Ensuring the media is working as intended on campus machines
- Ensuring the media is available when requested.
Out of Scope Services
- Troubleshooting the use or installation of the media on home equipment.
- Troubleshooting or supporting home networking equipment or software which includes but is not limited to Routers, Modems, Hubs, cables, Manufacture's software, ICS, or WAPs.
- Off-site personal support
The WAH (Work-At-Home) media can be acquired from the Helpdesk, or in some cases, can be downloaded from the manufacturer's website. A complete list of all the WAH software, as well as their licensing requirements available to UWW Staff and Faculty can be found in the Software Catalog.
Responding to Problems and Incidents
If a user has trouble installing any of the WAH media, the user should contact the Helpdesk (472-4357) for support.
|Impact Level||Explanation||Examples||Initial Response Time|
Impact Level 1
Campus-wide impact of critical importance
Not Applicable to WAH Installation
During Business Hours: Immediate response
After Hours: Best Effort
Impact Level 2
Any WAH media that requires campus services that are not working as intended on campus.
Installation Media is corrupt or not functioning
During Business Hours: Four hours
After Hours: Best Effort
Impact Level 3
Individuals are affected
User has problems installing or using the WAH media and has followed the given instructions
Response will be within 2 business days
Hours of Coverage and Escalation Procedures
WAH media can be obtained from the Helpdesk, or in some cases downloaded from the manufacturer's website.
The Helpdesk is the initial contact for all service related requests. Phone: 472-HELP (472-4357) or email@example.com.
The hours during academic sessions are:
Monday-Thursday: 8 AM - 9 PM
Fridays: 8 AM - 4:30 PM
(Check helpdesk.uww.edu 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 firstname.lastname@example.org.
Fees and Expenses
No costs will be associated with WAH Media.