Service Level Agreement
June 27, 2017
The purpose of this Service Level Agreement (SLA) is to document an expected level of support provided by ITS Client Services to individual faculty, staff, and students at UMass Boston. This SLA will be reviewed periodically and evolve over time as there are changes in services or levels of support offered by ITS Client Services.
This SLA encompasses ITS Client Services’ responsibilities and commitments, as well as IT Client Services’ expectations of its customers’ responsibilities. Covered in this SLA are agreements related to services provided by:
- Service Desk
- Desktop Services
- Hardware Repair
- Computer Labs and Student Printing
This SLA does not detail the exact level of support provided for all ITS products, services and University sanctioned technology, but instead provides a high level framework for managing expectations.
To deliver on their commitment to Service Excellence, ITS Client Services needs to rely on customers to:
- Work with ITS Client Services demonstrating mutual respect and courtesy.
- Provide detailed information regarding their IT related issue.
- Share current and preferred contact information.
- Be available to communicate with the technical staff trying to assist.
- Describe the desired outcome, and be prepared to hear that a recommended solution may differ from preconceived solution ideas.
- Maintain reliable data backups.
Who ITS Client Services supports
Active faculty, staff and students
- The first priority is to assist active faculty, staff and students as well as those working on current campus activities.
- Support is most extensive for University owned technology used by active faculty and staff. Support for personally owned devices is less extensive, but will aim to cover the use of University licensed or sanctioned software and services.
- UMass Boston retirees get to keep their UMass Boston email accounts – this service extension is automatic for retired faculty and available to retired staff upon request to the IT Service Desk.
- Retirees also get to keep using UMass Boston’s webmail service to access email.
- As time and resources permit, Service Desk and Desktop Support staff will try to help retirees with webmail, their UMass Boston email accounts, and other basic questions related to current versions of Macintosh and Windows operating systems and commonly used applications.
- If ITS Client Services take a little longer to get to a retiree ticket, it is a matter of limited resources and the demands of a growing active campus community.
University visitors and guests
- Guests are supported only in getting connected to the UMass Boston guest network.
What is Supported
Accounts and access
- Access to enterprise systems and services (Wiser, HR, Finance, Blackboard)
- Wired and wireless configuration and troubleshooting
- Requests for new or moved network jack installations
- Computer, mobile device and printer network connectivity
- Remote connectivity via UMass Boston’s VPN service
Email and calendaring
- Configuration and troubleshooting of Microsoft email client software to work with UMass Boston email
- Assistance with distribution lists
- Assistance with office phones
- Assistance with mobile phone configuration
Hardware and Software
- Getting and installing software (Details here)
- Purchasing computers, peripherals, and mobile devices
- Keeping devices patched and up to date
- Hardware repair for University owned Dell and Apple hardware
- Computer moves, transfers, and surplus/disposal, for University owned computers
- Virus protection, detection, and removal
- Remediation of compromised machines
Public Computing Resources
- Print Stations
- Computer Labs
How to Get Support
When you have IT related problems or questions, contact the ITS Service Desk. Contacting the Service Desk results in a ticket and an acknowledgement. Often the Service Desk staff will provide the needed solution. When they cannot, they pass along the ticket with all the collected information to other teams with the right IT expertise to help. You can reach the IT Service desk by phone, email or by visiting them in person. If you have a ticket already, referencing that ticket number will facilitate getting a status update.
- Walk-ins welcome at their desk on the 3rd floor of Healey Library
When Support is Available
The ITS Service Desk is open and staffed Monday through Friday, 8am to 6pm except during University holidays or closings.
Outside of standard business hours, customers can:
- Call or email the Service Desk and leave a detailed message for follow up when the Service Desk reopens, or
- Speak to one of the Lab Operations staff in Healey UL. Typical Lab hours extend until 10pm most weekdays along with some weekend hours. See the current Lab Operations schedule.
Limitations on Support
- ITS Client Services prioritizes issues that have a broad impact over those that impact a single individual.
- When a service involved a third party vendor, the vendor may introduce changes that are beyond the control of ITS, and outside the scope of support provided by ITS Client Services.
- ITS Client Services does not support the handling of email by outside vendors or departmental servers. Customers who forward their UMass Boston email to another email address/service do so at their own risk.
- ITS Client Services supports only activities that comply with acceptable use and security policies.
- ITS Client Services supports only University sanctioned, standard and current hardware and software.
- ITS Client Services supports only properly licensed software and cannot install software licensed for University owned machines onto student-owned, or other personally-owned computers.
- ITS Client Services supports only current or recent releases of software and operating systems.
- On-campus repair services are available only for University owned hardware from vendors with which we maintain certifications. Currently this includes Dell and Apple.
- Customers are responsible for keeping their own backups of data. IT Client Services provides advice on backup solutions but are not responsible for data lost during any service performed.
- ITS Client Services provides no support for home networks even if the computer is University-owned.
- Support for student-owned or other personally-owned computers is limited to network configuration and connectivity, Microsoft email client configuration, basic OS assistance, anti-virus software, and the installation of properly licensed and University sanctioned software.
- Only computers running up to date anti-virus software are allowed on the campus network.
ITS Client Services appreciates the patience and cooperation of their customers as they work to meet the IT support needs of the entire UMass Boston community.