Computer Setup and Re-Deployment

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

ICIT Responsibilities:

Receive delivery of equipment, perform asset tagging, and add information to asset inventory
Contact customer when equipment has arrived, and schedule an appointment for equipment delivery
Notify customer of the software included in the standard image
Backup user files and personal settings from old equipment
Setup new equipment
Install specially requested software, after license verification
Install printers and peripherals, network or local
Replace user files
Configure Email for customer
Configure Wireless, if applicable
Test to make sure all software/hardware devices are installed correctly
Remove any equipment that no longer meets campus standards (and provide replacement equipment, if needed and available)

User Responsibilities:

Be available during the scheduled appointment time
Prior to the appointment, identify any additional software that is required outside of the standard image
Provide media and licensing for any non-standard software, if not originally purchased and installed through ICIT.
Provide cables for any local printers or peripherals (scanners, cameras, etc) that they wish to have installed
Have area ready for new equipment setup by appointment time
If possible, ensure that a network(data) jack is available and activated
Identify redeployment plans for replaced equipment, if applicable.

Computer Re-deployment

ICIT Responsibilities:

Contact customer to set up appointment
Notify customer of the software included in the standard image
Backup user files from the computer to be re-deployed (if any) and from the computer currently used by the customer (if any)
Verify the viability of the replaced computer for redeployment; if not viable, recommend alternatives for the customer
If viable, reimage computer
Install specially requested software, after license verification
Install printers and peripherals, network or local
Replace user files
Configure Email for customer
Configure Wireless, if applicable
Test to make sure all software/hardware devices are installed correctly
Remove oldest equipment in cases were used equipment is replacing older equipment.

User Responsibilities:

Notify ICIT when a computer is being re-deployed to another person.
Be available during the scheduled appointment time
Prior to the appointment, identify any additional software that is required outside of the standard image
Provide media and licensing for any non-standard software, if not originally purchased and installed through ICIT.
Provide equipment to be re-deployed if necessary
If possible ensure that a network(data) jack is available and activated

Requesting Service

In Scope Services

Deliver equipment to department or staff office
Setup the new equipment
Install licensed standard software and customer-provided licensed software
Remove old/existing equipment
Redeploy existing equipment to another customer (one trickle-down only)
Reimage the replaced computer before redeployment
Replace existing equipment with a stock machine if below standards, when possible
Provide a loaner computer if the reimage is scheduled for an extended time

Out of Scope Services

Redeployment of older equipment to multiple customers in office, in a trickle-down strategy.
Clearing area for new equipment/moving furniture
Providing cables for existing peripherals or printers (these must be ordered)
Installing unlicensed software

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 Get Help.

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.