This document outlines the Service Level Agreement (SLA) that is offered by the Office of Information Technology (OIT) for the delivery of Dedicated Desktop Support (DDS). OIT will follow all items outlined in this document. Specific details such as counts of systems and individuals; cost calculations, and signatures (or electronic proxies for such) are represented in the related document for each group. The name of the accompanying document is: Service Level Agreement Specific Details for Group_Name where Group_Name changes per customer group.
The purpose of this agreement is:
Dedicated Desktop Support will provide professional technical support for computing devices, including:
DDS Also provides an ongoing technical support and maintenance for devices with Windows or Apple operating systems, and most business applications (including Microsoft Office, Adobe software, and PGP disk encryption software), as well as support for certain specialized applications that are used in each department, as specified in the specific details document.
Support includes recommendations, specification, installation, testing, and troubleshooting of computer systems and peripherals within established campus standards and best practices. Professional assistance includes timely troubleshooting, on location, with application software and operating systems to diagnose and resolve unique, non-recurring issues. Recurring problems will be addressed through an established problem resolution process, which strives to address underlying causes, resolution and identifying workarounds if possible.
The cost of dedicated desktop support is calculated by taking the count of supported employees and adding to it the count of systems that are group computers. These numbers are in the accompanying document named: Service Level Agreement Specific Details for Group_Name where Group_Name is specified for each group.
The base cost for DDS Service during the current fiscal year is $73 per employee (or group computer) per month.
OIT will work with each group to conduct an annual inventory of all people in the department who are receiving support. The inventory will also identify and count any systems that should be counted as group computers. If the number of people and computers changes significantly (a 10% increase or decrease in the counts listed in the table above), OIT will work with the department to adjust the funding.
Dedicated Desktop Support hours of operation are 8:00 am to 5:00 pm Monday through Friday, excluding University holidays and official closures. During official summer hours Dedicated Desktop Support hours of operation are 7:30 am to 4:30 pm.
There are two primary methods of contacting Dedicated Desktop Support for technical service:
1. Departments may contact support personnel through the dedicated desktop support service request portal (desktopsupport.colorado.edu), which will ensure timeliness of response.
Requests via the desktop support portal can be submitted after normal business hours. Request submitted after business hours will be processed during the follow business day using the Incident Response Times (in matrix below).
|Incident Response Times via the Desktop Support Portal|
|Category||Initiation of Support|
|Critical||15 to 30 minutes once ServiceNow mobile access is in place for all technicians|
2. Departments may also contact the IT Service Center at 303-735-4357 (5-HELP from a campus phone), which can contact the desktop support personnel.