Westfield State University
Academic Information Services Technology Support Desk
Service Level Agreement
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Contents
Scope - Page 3
Services - Page 4
Software - Page 6
Hours of Operation - Page 7
How to Contact Us - Page 7
Priorities and Response Times - Page 8
User Responsibilities - Page 9
Deployment - Page 10
Agreement of Services - Page 11
Computer Replacement Agreement - Page 12
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Academic Information Services Technology Support Desk
Academic Information Services (AIS) Technology Support Desk is the single point of
contact for all technology questions and services for faculty, staff and students. Whenever
possible, a staff professional will attempt to talk you through a solution while you are on
the phone. If this is not possible, your request for service will be logged into the AIS
Technology Support Desk tracking system and a staff professional will be assigned to
help you.
Scope
The AIS Technology Support Desk is committed to delivering quality customer service
and technical solutions in support of Information Technology Resources. To ensure the
best possible support, the AIS Technology Support Desk provides the WSU community
with this Service Level Agreement outlining specific services, priorities, and
responsibilities related to the support of technology.
This document represents a service agreement between the AIS Technology Support
Desk staff and the WSU community who use technology and computing resources
supported by Academic Information Services.
Note: This service level agreement is subject to modifications in response to changes in
technology services and support needs.
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Services
The AIS Technology Support Desk provides support to the entire WSU community
requiring assistance in the following areas, but not limited to:
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Communication
o Microsoft Outlook email
o myWestfield
o Office phone
o Voicemail
Remote Access
o VPN / Remote Desktop
Network Infrastructure
o Internet connection in office
o WiFi configuration
Computer Vulnerability
o Virus, Spyware, Malware, and SPAM protection
o Microsoft / Apple software updates
Computer Replacement
o Faculty / Staff / Lab computers are replaced every 4 years (see
Deployment)
o Users requesting a computer replacement that costs more than the standard
configuration must have their dept. approve and pay for the difference in
cost
o ALL special requests must be coordinated with Nicholas Wojtowicz (see
Purchasing below)
Purchasing
o Hardware / Software
 To purchase technology please contact Nicholas Wojtowicz (AIS
Technology Support Desk Manager)
 nick@westfield.ma.edu
 (413) 572-8136
 Technology not purchased thru the AIS Technology Support
Desk will not be supported
Hardware Support (see Purchasing above)
o Computer workstations, laptops, servers & peripherals
o Tablets, mobile devices
o Multi-function Devices (MFDs) that are a part of our Xerox fleet
Software Support (see Purchasing above)
o Base Software Package / Classroom Software Package
 For a complete list, please refer to the section titled ‘Software’ of
this document
o Software packages that are not a part of our Base Software Package will
be supported to the following capacity:
 Consultation: the AIS Technology Support Desk can help an
individual or department choose the appropriate software for their
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needs
 Installation: The software can be installed and configured by AIS
Technology Support Desk staff
o Note: Due to issues of maintenance, troubleshooting, and system stability,
unsupported software should not be installed on WSU owned computers,
unless specifically authorized by the AIS Technology Support Desk. The
AIS Technology Support Desk is not responsible for the loss of data or
productivity due to installation of unsupported software. The AIS
Technology Support Desk also does not provide support of specialized
software that is not used campus wide or in labs and classrooms.
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Software
Base Software Package: This package of software is installed on all WSU computers and
is supported by our staff of professionals.
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Microsoft Office
Adobe Creative Suite
Internet Explorer / Safari / Firefox
Classroom Software Package: This package of software varies based on location,
requests, needs, etc. of the particular dept., faculty member or class. The AIS
Technology Support Desk will install and verify the functionality of the software in this
package.
Note: All the software listed is not present in every lab and classroom. For questions and
request procedures please see the ‘Deployment’ section of this document.
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Base Software Package
ARCGIS
Bryce
Corel
IDRISI
JAWS
Microsoft Project
Quark
Soundslides
SPSS
Turning Point
VHI PC Kits
ZoomText
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Hours of Operation
Fall & Spring Semesters:
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The AIS Technology Support Desk is open Monday – Friday 8am to 4:30pm
Summer Break:
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The AIS Technology Support Desk is open Monday – Friday 8am to 4:00pm
How to Contact Us
The AIS Technology Support Desk can be contacted during the above hours of operation
by:
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Phone: (413) 572-4357
Voice Mail: Leave a message on the AIS Technology Support Desk voice mail at
(413) 572-4357
Email: supportdesk@westfield.ma.edu
Online: Submit a request for help from the AIS Technology Support Desk website
Walk-In: Visit us in Wilson 103
The AIS Technology Support Desk can be contacted outside of the above hours of
operation by:
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Phone: (413) 427-2624
Voicemail: Leave a message at (413) 427-2624
Note: Calls made outside of the above hours of operation are limited to support
that can be provided over the phone (i.e. password reset)
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Priorities and Response Times
The following chart outlines common situations or issues and their expected time frame.
Actual resolutions may be shorter or longer depending on the volume of requests at any
one time and the nature of the issue.
Priority
Situation / Issue Description
Time Frame
Low
Computer setup for an end user.
1 Working Day
Low
Software added to a computer lab during the
semester.
Within 1 week of
request*
Low
Password reset request outside of normal operating Within 1 working day of
hours.
request
Low
Account creation.
Within 5 working days of
completion of Network
Access Request Form
Medium
Interruption of user’s internet access.
Within 1 working day of
request
Medium
User’s computer will not turn on.
Within 1 working day of
request
High
Exchange Server is down / email is down.
ITS will work to resolve
the issue as soon as
possible
High
Interruption of campus internet access.
ITS will work to resolve
the issue as soon as
possible
*this time many vary based on scope of request
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User Responsibilities
In order to facilitate the support process, members of the WSU community are requested
to:
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Provide detailed information regarding service requests.
Make every effort to be available to communicate with an AIS Technology
Support Desk staff professional if required. A staff professional will close the call
ticket if they have not received any response from the user after 2 attempts to
contact them. This means they will try to contact the user up to 2 times by email
or voice mail over the course of 1 to 2 weeks.
Provide a clean, safe and hospitable work environment for the AIS Technology
Support Desk professional while they are in your office or lab.
Read and understand all the Information Technology Services guidelines that
have been approved and posted at http://www.westfield.ma.edu/it
Provide consent for an AIS Technology Support Desk professional to access the
computer remotely or in person in your absence when requested.
Notify the AIS Technology Support Desk in advance of any pre-determined
required assistance.
Check the AIS Technology Support Desk website frequently for information
Exercise patience by understanding the volume of requests the AIS Technology
Support Desk receives each day and the rationale for assessing service priorities.
Check campus wide announcements via email and the WSU website.
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Deployment
Full-time employees receive a new computer every 4 years. The computer that is being
replaced must be returned to the AIS Technology Support Desk upon receiving the new
computer. Special accommodations may be made with approval from the Department
Chair and/or Area Vice President to keep the replaced life cycle computer with the AIS
Technology Support Desk Manager, but will receive no support from the AIS
Technology Support Desk. To check when your computer is due to be replaced please
contact Serge Kononchuk (serge@westfield.ma.edu) (413) 572-8458. Prior to a
computer replacement, the technician replacing the computer will meet with the user and
complete a Computer Replacement Agreement.
Lab/Cart/Podium computers are replaced every 4 years. Each summer, the AIS
Technology Support Desk re-installs the software in the following computer labs; Bates
03, Bates 04, Bates 22, Ely 313, Library, Horace Mann 05, Mod Hall 110, Parenzo 113,
Parenzo 160, Wilson 101, Wilson 104, Wilson 406, Wilson 407, Woodward 240. The
software on podium computers is updated every summer. All remaining Labs and Carts
are re-imaged only when requested. The department who houses the Lab/Cart is
responsible for contacting the Technology Support Desk to request an update to the
software on the computers in ‘their’ Lab/Cart. Once a request has been made an
Agreement of Services with be completed.
Software requests for each academic year need to be submitted to Douglas Pliska
(doug@westfield.ma.edu) (413) 572-8243 by June 1st. Each summer the software in the
labs and on podiums, is erased. A piece of software that is installed one year is not
guaranteed to be installed the following year. It is the responsibility of the instructor to
request their needed software every spring semester. Doug will then create a test
computer for each computer lab with the requested software installed on it. These ‘test’
machines will be available in the AIS Technology Support Desk no later than 1 month
prior to the start of the academic year so the requestor can make sure his/her software is
functioning satisfactorily. Software not tested by the requestor is not guaranteed to
function.
Note: Software requested after the June 1st deadline is not guaranteed to be installed for
the start of the academic year. These requests must be discussed with Douglas Pliska and
an Agreement of Services will be completed.
New/Replaced Labs/Carts are handled with an Agreement of Services between the
departments who use the lab or cart the majority of the time. i.e. The Art Department
will be contacted and an Agreement of Services will be completed when Parenzo 113 is
replaced.
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Agreement of Services
An Agreement of Services is a document created between the AIS Technology Support
Desk and any constituent needing new or updated technologies outside of our normal
offerings. To initiate an Agreement of Services please contact Nicholas Wojtowicz
(nick@westfield.ma.edu) (413) 572-8136.
Example of a Completed Form
Project Description: Update ARCGIS software to 10.2
Parties Involved: GARP, AIS Support Desk, Infrastructure
Rooms/Carts/Podiums Affected: Bates 22, HMC 05, GARP Cart, Bates 05 Podium
Preparation: Andy K. configures 10.2 license server, Andy K. provides software update
files
Preliminary Work: Doug P. installs ARCGIS 10.2 on test computer in AIS Technology
Support Desk, Doug P. verifies software is working with new license server, GARP
checks that software is functioning satisfactorily, Doug P. creates and uploads image of
test machine for deployment, Doug P. will schedule time and dates for each affected area
using the University’s Event Management System
Execution: Doug P. deploys image to the specified areas
Anticipated Start Date: January 1, 2014
Anticipated Completion Date: January 21, 2014
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Computer Replacement Agreement
User: _______________________________ Date: _____________________________
Data: We will only backup data that the user specifically asks us to backup. The user is
responsible for informing the technician and documenting (on this form) ALL the data
and software they will need on their new computer. Any software, plugins,
configurations, etc. that are not a part of the ‘Software’ section of the AIS Technology
Support Desk SLA will be the sole responsibility of the user.
Data
Software
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Replacement Date:
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Notes:
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