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Work-At-Home Software (WAH Software)

Overview

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

Service Description

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.

User Responsibilities:

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.

ITS Responsibilities:

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.

Requesting Service

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

Acquisition

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 UW-Whitewater Staff and Faculty can be found in http://www.uww.edu/ITS/services/tech-purchasing#tab_SoftwarePurchasing.

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	Campus-wide impact	Any WAH media that requires campus services that are not working as intended on campus. Installation Media is corrput 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 two business days.

Hours of Coverage and Escalation Procedures

Acquisition

WAH media can be obtained from the Helpdesk, or in some cases downloaded from the manufacturer's website.

Service Requests

The Helpdesk is the initial contact for all service related requests. Phone: 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.)

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

No costs will be associated with WAH Media.