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Software Acquisition & Installation

Overview

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

Procedures and requirements for software acquisition and installation
Procedures for support during a software installation

Service Description

ITS provides a standard suite of software, including the Microsoft Office suite, on all new university-owned computers, that is licensed by UW-Whitewater. ITS will assist departments in the purchase of additional software, and provide services to install the software in offices, classrooms or labs.

Software installation is provided by ITS through ZENworks for campus Windows workstations for academic and administrative use. As software applications are purchased and as updated versions of currently supported software are released, installers are updated or added to the Zenworks Application Window. UW-Whitewater faculty and staff can access the installers via the campus network for self-service installation or may contact ITS to request the installation. Installers are customized to provide for consistent installation and to incorporate any required licensing information.

For the Macintosh environment, ITS will install software on request. Network installers will be available in the near future for MS Office and generally available software.

Certain software may also have a home-use or work-at-home (WAH) licensing agreement, enabling university staff and faculty to install on personal home computers.

Roles & Responsibilities

Acquisition

ITS will purchase, install and track licenses for university software purchases.

User Responsibilities:

Contact the ITS Helpdesk to request a software purchase.
Provide account code for purchase and identify staff, lab or classroom that will be using the licensed software.ollowing all university policies and requirements for evaluation question formation.

ITS Responsibilities:

Provide consultation about software licensing.
Maintain media and track licenses for department purchases of software.
Maintain ITS web site information for the university software catalog. See Technology Purchasing Consultation for more information: http://www.uww.edu/ITS/services/tech-purchasing#tab_PurchasingConsultation

Software Installation

University-owned computers will be imaged with a standard suite of software applications, including the current operating system and Microsoft Office. Additional software may be installed through self-service or by a request to the ITS Helpdesk. ITS maintains software media and license installation codes, but does not distribute this information to departments.

User Responsibilities:

Request software installation from the ITS Helpdesk
For self-service installation, run the installer from the ZENworks Application Window
Purchase or show proof of purchase for departmentally-licensed software
Notify Helpdesk if an installer is not functioning as expected.

ITS Responsibilities:

Set up new computers with a standard software suite
Create & maintain software installers for licensed software
Maintain ITS Supported Software Webpage
Provide consultation for software installation options
Support users in usage of ITS-developed installers
Limit installer access to appropriate user base for departmentally-licensed software

Service During an Installation
Support during an installation will be provided by the Helpdesk. Call 472-4357 or email helpdesk@uww.edu during normal business hours.

Requesting Service

In Scope Services

Installing software on university-owned computers
Creation of installers for academic and administrative software on University supported Windows® operating systems
Updating existing installers to currently supported versions
Decommissioning installers as software versions become unsupported and obsolete
Limiting installer access to licensed users

Out of Scope Services

Creation of installers for personal use software
Creation of installers for unsupported software
Installation of software on non-University owned hardware
Installation of software on unsupported operating systems
Installation of software on non-imaged campus workstations

Hours of Coverage and Escalation Procedures

Service Requests

The Helpdesk is the initial contact for all service related requests. 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 Get Help for summer and extended hours.)

Service will be prioritized on the following scale.

Impact Level	Explanation	Examples	Initial Response Time
Impact Level 1	Campus-wide impact	ZENworks becomes unavailable	An initial contact will be made within 30 minutes.
Impact Level 2	Groups are affected	An installer is not functioning correctly.	During business hours, the helpdesk will attempt to assist over the phone. If problem is not solved, an initial response will be made within four hours. A software installation may be delayed.
Impact Level 3	Individuals are affected	An individual is unable to run an installer	Helpdesk will attempt to assist over the phone. Response will be within two days.
Information Request	Individuals need information on how to install/acquire software	An individual does not know how to install a software application.	Helpdesk will respond within one business week.

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-ITS@uww.edu.

Fees and Expenses

The creation and maintenance of software installers has no cost to the user; however, software licensing/purchasing fees may apply.