THE EVERGREEN STATE COLLEGE COMPUTING AND COMMUNICATIONS
COMPUTER
SUPPORT
SERVICE LEVEL COMMITMENT
BETWEEN
TECHNICAL SUPPORT SERVICES
AND
FACULTY AND
STAFF OF
THE EVERGREEN STATE COLLEGE
2.1 Our goal is to proved the best possible support to our customers2.3 Principle challenges we face in meeting this goal
2.2 Services we offer in order to reach this goal
2.2.1 Technical Support Help Desk
2.2.2 Computer Support and Repair Service
2.2.3 Desktop Computer System Consultation, Design and Integration
2.2.4 IT Equipment and Software Purchasing
2.2.5 New Computer Equipment Set-up, Installation and Moves
2.2.6 "Data Jack" Network Cabling Installation
2.2.7 Computer Cables and Supplies
3.1 Tier 1 Support: Self-Help Documentation4.0 How Request Priority is determined by the Help Desk:
3.2 Tier 2 Support: Distributed Technical Support Representatives (Proposed concept)
3.3 Tier 3 Support: Help Desk
3.4 Tier 4 Support: Technical Experts
5.1 Minimum Supported Desktop Computer Hardware6.0 SUPPORTED OPERATING SYSTEMS
5.2 Peripheral Equipment Support Limitations
7.1 General Support8.0 UNRESOLVED INCIDENTS
7.2 Limited "Best Effort" support
7.3 Non-Supported Software
8.1 Outdated hardware or software.9.0 HARDWARE INSTALLATION, MOVES AND SURPLUSING
8.2 Insufficient expertise with customer's software or hardware.
8.3 Insufficient resources.
9.1 New Computer Installs10.0 PREVENTABLE PROBLEMS: OUR RESPONSIBILITIES AND YOURS'
9.2 Computer Equipment Relocations
9.3 Computer Equipment Surplusing
10.1 Non-essential software
10.2 Lost User Data
10.3 Computer installs and "cascade" moves
10.4 Misplaced software disks/CDs
10.5 Installing low-cost computer peripherals
10.6 Supporting computers that are taken home
10.7 Supporting computers that are obsolete
Technical Support Services (TSS) was formed in September, 2001 through the integration of two work units within Computing and Communications: the Computer Support Center and Electronic Maintenance and Engineering. The integration of these highly interrelated teams has done much to improve the quality and consistency of our services to the college. In addition to supporting desktop computers, we play a vital role in the maintenance and support of a broad range of other college electronic systems such as media, telecommunications, radio and office equipment.
Our team consists of full-time staff and student employees with broad knowledge and expertise in technical support who collaborate to provide the best possible support to our customers. We routinely cross-train each other in order to insure maximum flexibility in addressing the college's priority service and support requirements.
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Table of Contents
2.0 HOW TSS CAN BEST SERVE OUR CUSTOMERS
2.1 Our goal is to provide the best possible support to our customers
In order to best serve our customers and the mission of the college, TSS has adopted the following objective to help guide us in determining how to best allocate our resources:
2.2 Services we offer in order to reach this goal
2.2.1
Technical Support Help Desk
TSS operates a "Help Desk" during the business hours of 8:00 AM to 5:00 PM, Monday through Friday, to respond to questions and/or problems related to the use of college desktop computers. Our Help Desk serves as a single point of contact for problem resolution and assistance with general computing questions related to software, hardware, operating systems, printers, and peripheral devices, as well as coordinated escalation of more complicated problems to appropriate experts.
Customers contact the Help Desk with questions or to report problems. Our staff attempt to triage all calls to determine if they can be resolved immediately. Providing an immediate solution is not always possible, however, due to the nature of the problem or if we are busy providing service to other customers requiring higher priority attention. In this event, requests are placed in a queue and resolved in order of priority, or will be escalated to other Computing and Communications staff with advanced or specialized expertise. Emergency requests are generally expedited as required to appropriately respond to the emergency.
2.2.2 Computer Support and Repair Service
Provide technical support, consultation, troubleshooting, problem analysis and resolution for desktop computer systems and applications including the following computer support services:2.2.3 Desktop Computer System Consultation, Design and Integration
This service is provided to help insure that all business-related applications, operating systems, hardware and network resources perform with the highest possible degree of efficiency, reliability and effectiveness in meeting customer needs.2.2.4 IT Equipment and Software Purchasing
TSS provides centralized purchasing services for the acquisition of all-new information technology hardware, software and upgrades. This includes any required assistance in selecting and purchasing all college IT equipment such as computers, printers, scanners, palmcorders, etc.
2.2.5 New Computer Equipment Set-up, Installation and Moves
TSS is responsible for receiving, setting-up, configuring, and testing all new computer equipment. This includes the installation of a college asset tag, college ID label, and a security device for all major items. Desktop computers are generally run for a 2-week period to allow for "off-gassing" of fumes and to identify any early equipment failures.
Please note that the total time required from when a computer is ordered until it is installed on the desktop is typically 2 months. This time is required for order processing, shipping, receiving, set-up, configuration, off-gassing, and installation scheduling.
2.2.6 "Data Jack" Network Cabling Installation
TSS coordinates requests for new "in-wall" wiring required for providing additional network connections to computers and printers. To request a new data jack, contact the Telecommunications Manager at extension 6315.
2.2.7 Computer Cables and Supplies
TSS maintains a broad selection of parts and supplies in the TSS parts room. Computer supplies are generally recharged to the purchasing budget unit.
2.3 Principle challenges we face in meeting this goal
One of the main challenges
we face is explosive growth in the demand for our services without additional
resources. Over just the past three years, the number of computer support requests
we receive has increased by over 50% while we have received only a small increase
in staffing through additional student wages. In response, TSS has worked hard
to make services more efficient and effective. A Service Level Agreement is
the next logical step in helping to assure that our resources are being most
wisely used. This document reflects the shared opinion of TSS and college administration
that in order to continue to meet this challenge, an agreement on mutual responsibilities
should be established between TSS and our customers.
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3.0 LEVELS OF TECHNICAL SUPPORT
Technical support assistance is available to faculty and staff in a variety of ways. The following model was structured from the viewpoint of users seeking support. Ideally, a user who has a question with their computer technology would try to help themselves first.
3.1 Tier 1 Support: Self-Help Documentation
Tier 1 Support was established to provide self help documentation in acknowledgement of the fact that, whenever possible, most customers prefer to solve their own problems when solutions are readily accessible. These documents are available online through the Computing and Communications web page located at www.evergreen.edu/it.
3.2 Tier 2 Support: Distributed Technical Support Representatives (Proposed concept)
This tier allows users to contact designated individuals within their departments, otherwise known as their Distributed Technical Support Representative, who can offer the benefit of their user experience and understanding of business practices within their department. Distributed Technical Support Representatives are an important part of our IT Support Community. Every quarter, the IT Support Community comes together for a conference on advances in campus technology, support and training opportunities.
The TSS Help Desk serves as a one-start contact point for all desktop computing support services for faculty and staff as detailed throughout this document.
3.4 Tier 4 Support: Technical Experts
The final tier, Tier
4 Support, is comprised of core experts who develop, research and support
the services that C&C provides such as hardware repair, email, networking,
telephony, and client-server applications to name a few. Customers enter the
Support Model through either Tier 1, 2, or 3. Issues that aren't resolved at
tier 3 are referred on to Tier 4.
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4.0 How Request Priority is determined by the Help Desk:
The following is used as a general guideline in determining request priority:
|
Priority
Level
|
Description
|
Service
Agreement
|
|
PRIORITY
#1
- Critical - |
Problem affects a large number of users or mission critical functions (i.e. complete failure of a email services, network printer(s), or network connectivity) or completely disables a user (i.e.: computer will not boot, unable to access mission-critical files on local drive). | Implementation of a resolution or problem bypass is a top priority for our team and will be addressed as immediately as possible. |
|
PRIORITY
#2
- Important - |
Problem degrades the use of a computer but impact is not disabling, or a work around solution will enable user to continue working (i.e.: computer running slow). | Implementation of a resolution or problem bypass within 5 business days of receiving problem report, if at all possible. |
|
PRIORITY
#3
- Medium - |
Problem is apparent but impact is minimal and does not significantly disrupt user's ability to work (i.e.: occasional software lock-up). | Implementation of a resolution or problem bypass within 30 calendar days of receiving problem report, except in unusual circumstances. |
Given the changes and demands of new software and information systems, older hardware frequently delivers poor service. Technical support for older equipment typically consumes significant amounts of time for very little improvement in service, and therefore must be subject to reasonable limitations. These limitations generally apply to equipment older than 4 or 5 years and will be updated on an on-going basis.
5.1 Minimum Supported Desktop Computer Hardware
TSS has established required minimum hardware levels associated with commonly used Operating Systems and Applications. TSS reserves the right to provide minimal technical support assistance for computer hardware that does not meet or exceed these minimum requirements. These requirements vary, depending on the needs of specific operating systems and applications as detailed below in subsequent sections.
In general, however, the following hardware level should be viewed as the minimum requirement for campus use and the minimum hardware-level that TSS can provide general technical support for (as outlined by this document)
Type Minimum hardware requirements PC Pentium III 500MHz with 512mb RAM MAC OS 10.3 G4 533MHz with 512mb of RAM MAC OS 10.4 G5 with 768mb of RAM
5.2 Peripheral Equipment Support Limitations
Technical support for peripheral equipment is generally limited to equipment less than 5 years old. It may also be restricted by availability of manufacturer support in which case TSS may, at our option, provide support on a "best effort" basis only.
Repair of older equipment will not occur if the anticipated cost of the repairs exceeds 30% of the equipment's replacement value (based on the cost of materials plus labor current calculated at $48.00/hour).6.0 SUPPORTED OPERATING SYSTEMS
TSS provides general support (installation, configuration, troubleshooting, and general user assistance) or limited "best effort" support as indicated below. In the event a support requirement exceeds our technical capabilities, we will make a reasonable effort to escalate the issue to a technical specialist or other resource, on or off campus. Any costs incurred from off-campus experts must be approved and paid for by the end-user.
Windows 2000 General Support Pentium II 500, 256mb RAM Windows XP General Support Pentium III 600, 256mb RAM Windows Vista NOT SUPPORTED Support date TBD based on testing DOS Limited Support Pentium II 400, 256mb RAM Macintosh OS 9.x Limited Support Blue & White G3, 128mb RAM OS 10.2-
10.3General Support Mac G4, 512mb RAM + OS 10.4 General Support Mac G5, 768mb RAM
7.0 SUPPORTED SOFTWARE APPLICATIONS
TSS provides general support (installation, configuration, troubleshooting and general user assistance) or limited "best effort" support as indicated below. In the event a support requirement exceeds our technical capabilities, we will make a reasonable effort to escalate the issue to a technical specialist or other resource, on or off campus. Any costs incurred from off-campus experts must be approved and paid for by the end-user.
Office Productivity Application Version Operating System Minimum Hardware Required Microsoft Office 97 Win All Pentium II 400, 256mb RAM 2000 Win 2K/XP Pentium II 450, 256mb RAM 2003 Win 2K/XP Pentium II 450, 256mb RAM Microsoft Outlook 2000 Win 2K/XP Pentium II 450, 256mb RAM 2003 Win 2K/XP Pentium III 450, 256mb RAM Microsoft Office
(for Mac)98 Mac All
<OS 10Blue & White G3, 128mb RAM Microsoft Office
(for Mac)v.X OS 10 G3, 128mb RAM Microsoft Office
(for Mac)2004 OS 10.3.x G4, 512mb RAM Microsoft Office
(for Mac)2004 OS 10.4.x G5, 768mb RAM MacMail 2.1 Mac G4, 512mb RAM Banner Forms 5.x Win 98/2K Pentium II 450, 256mb RAM Reflection 7.0 Win 98 Pentium II 400, 256mb RAM 9.0 Win All/Mac Pentium II 400, 256mb RAM Adobe Acrobat Reader 5.0 Win All/Mac Pentium II 400, 256mb RAM
Blue & White G3, 128mb RAMWeb Browsers Application Version Operating System Minimum Hardware Required Internet Explorer 6.0 SP1 Win All Pentium II 400, 256mb RAM Internet Explorer 5.5 SP2 Win All Pentium II 400, 256mb RAM FireFox 2.x Win All/Mac Pentium II 400, 256mb RAM
G4, 512mb RAMSafari All Mac OS 10 Mac G4, 512mb RAM Web Publishing Application Version Operating System Minimum Hardware Required DreamWeaver 4/MX/MX 2004 Win all/Mac Pentium II 400, 256mb RAM
Mac G4, 512mb RAMUtilities Application Version Operating System Minimum Hardware Required Stuffit Expander 5.0 Win All/Mac Pentium II 400, 256mb RAM
Mac G4, 512mb RAMWS_FTP 4.6 Win All/Mac Pentium II 400, 256mb RAM
Mac G4, 512mb RAMMcAfee Anti-Virus 4.5.1 Win All Pentium II 400, 256mb RAM Virex Anti-Virus 6.1 Mac 9.x Blue & White G3, 128mb RAM 7.2 Mac OS 10 Mac G4, 512mb RAM
7.2 Limited "Best Effort" support
Limited "Best Effort" support (installation, troubleshooting and general user assistance as possible) is generally available for all other college-purchased software not listed above. "Best Effort" means that TSS may, at our discretion, advise customers that certain tasks are not possible given current workload, skill-sets and resource availability.
TSS does not provide any level of support for software products that are not related to the essential business of the college unless specifically authorized by a college dean or supervisor.
Examples of software employees of TESC are requested not to load include but are not limited to:
A large number of problems our customers experience are directly related to the use of non-essential software on their college-owned computers. These problems create considerable frustration for our customers and may account for as much as 25% of the trouble calls we routinely receive . In addition, this type of computer use can create security breaches for the college and is in violation of Washington State Administrative Code rules and interpretations of ethics statute (see http://www.wa.gov/ethics/home.html ).
The unauthorized installation of products such as these on college computers will generally restrict TSS support to a simple "rebuild" where all software is removed and only essential software is reinstalled.
In some cases, it may not be possible for us to solve a customer's problem. There are several possible reasons why a problem can remain unsolved after a reasonable effort toward resolution including:
8.1 Outdated hardware or software.
Acceptable performance and operation of desktop computer systems can be compromised by the use of older or unsupported hardware or software. In these cases, TSS may elect to provide a reasonable "best effort" to solving the problem, after which the customer may be advised to consider purchasing updated hardware or software.
8.2 Insufficient expertise with customer's software or hardware.
Because of resource limitations, we can only provide comprehensive support for standard computer platforms and software. In the case of non-standard hardware or software, we may elect to provide a reasonable "best effort" in solving the problem, after which the customer may be advised to consider purchasing appropriate software or hardware, or consider other support options.
TSS support services are
available to all TESC faculty and staff. In rare cases, a triage decision may
be made on problems that will consume large amounts of staff time. In these
rare cases, we may declare the problem unresolvable with the current resources
and we will make every effort to provide the customer with a range of alternative
solution options.
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9.0 HARDWARE INSTALLATION, MOVES AND SURPLUSING
TSS staff will install new
desktop computers and peripheral equipment that is purchased through our department
and costs in excess of $300. This service includes the installation of all standard
software indicated in section 5.1 as directed by customer, and any other business-essential
software within the limitations of this agreement. TSS can assist customers
as required with the installation of peripheral equipment costing $300 or less
as time and resources allow if the customer is unable to complete the installation
independently.
9.2 Computer Equipment Moves
With receipt of adequate advanced notice, TSS can assist in the relocation of desktop computer equipment as staff resources are available. Please also see section 10.3 for limitations related to "cascade" computer moves associated with new computer purchases.
9.3 Computer Equipment Surplusing
Obsolete or unneeded desktop-computing
hardware can be returned to TSS for re-allocation to other college computer
users, or for delivery for state surplus processing.
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10.0 PREVENTABLE PROBLEMS: OUR RESPONSIBILITIES AND YOURS'
One of the main challenges we face is explosive growth in the demand for our services without additional resources. Over just the past three years, the number of computer support requests we receive has increased by over 50%. In response, TSS has worked hard to make services more efficient and effective.
While we attempt to focus our time and resources on the activities that will yield the greatest possible benefit to our customers and the college, it is important to understand that we are often force to spend considerable time working on problems that are very much preventable. Examples of these unnecessary problems, our responses and expectations for responsible computing are detailed below.
Your cooperation as responsible computer users in adhering to the following guidelines is essential for TSS to meet the goal of quality service to the college.
A large number of problems our customers experience are directly related to the use of non-essential software on their college-owned computers. This includes the downloading, installation and use of entertainment software (games, music/file sharing programs, screen savers, custom icons, and other downloads) or other non-essential applications on college computers.
These problems create considerable frustration for our customers and may account for as much as 25% of the trouble calls we routinely receive. In addition, this type of computer use is in violation of Washington State Administrative Code rules and interpretations of ethics statute (see http://www.wa.gov/ethics/home.html) and can create security breaches for the college.
What We Will Do:
What Customers Must Do:
Computer hard drives fail and humans make mistakes. Attempting to recover lost data can be very time consuming and expensive. Even after spending all this time, we often cannot recover some or any of the data and the cost to have this done by a vendor typically exceeds $1000.
What We Will Do:10.3 Computer installs and "cascade" moves
The college typically purchases between 250 and 300 new computers each year. Customers ordering new computers often request that the old computer displaced by the new one be "cascaded" to another user so they can have a better machine. In some cases, one new computer can result in four or five or even more of these cascade moves. When you consider that the installation or re-installation of each computer requires 3 to 4 hours of our time, you can easily see how this can turn into a considerable demand on our time.
What We Will Do:
Please note that this section does not pertain to simple computer "moves"
where there is no change in the primary user of a computer (see Section 9.2,
"Computer Equipment Moves").
10.4 Misplaced software disks/CDs
When moving to a new computer, customers expect to have access to the same applications that were installed on their previous computer. While TSS can provide all the applications listed in section 5.1, we do not maintain an inventory of installation disks/CDs (or licensing codes) for any other software applications. Helping customers find a "work-around" method for installing these programs is very time consuming and may compromise the licensing agreements.
What We Will Do:10.5 Installing low-cost computer peripherals
Low cost devices such as desktop printers, PDAs, scanners, etc. are increasingly popular with computer users and, in general, are becoming simple to install. They also account for a substantial amount of our staff time being tied up and not available to help meet the critical needs of the college.
What We Will Do:10.6 Supporting computers that are taken home
Some of our customers work at home and have received permission to take a computer to accomplish their work. While we have the ability to provide some level of remote support assistance, there is a point at which we really need to put our hands on the computer to efficiently troubleshoot and resolve some problems. Attempting to help customers remotely troubleshoot problems beyond this point frequently becomes a waste of everyone's time.
What We Will Do:10.7 Supporting computers that are obsolete
Older computers run slower, are less reliable, crash more often and are geometrically more complicated to support. Whereas an older computer can continue to run the software that was originally installed on it for quite sometime, newer software packages (and even newer versions of the original software), can over-tax old hardware.
The majority of the really tough troubleshooting problems we face are associated with older equipment where the user is expecting too much in terms of performance and reliability, particularly given the demands of current software. Often users report that there is no money to replace older computers. The reality that we often find is that any success we may have from extraordinary efforts to maintain reasonable performance is very short-lived.
What We Will Do: