Technical Support Services
IT Help Desk
Campus Service Level Agreement
& Services Available for Charge
Introduction:
This Service Level Agreement (SLA) is intended to set expectations and define the
services provided by the IT Help Desk and desktop support staff. It will enable the IT
Help Desk to offer more services to more users, and help to manage the cost of
providing services. It will also assist the users to make value judgments on what services
they want the IT Help Desk to provide.
Service Levels:
Level 1: Fully Supported
Definition:
This level is defined as the ability to utilize tasks or processes with which the IT
Help Desk has full ownership or responsibility. It also describes hardware and
systems for which the IT Help Desk will provide full support. The IT Help Desk
should have administrative rights to all computer equipment.
Services Provided:
General technology support for all UVU community through the following
methods:
 Self-Serve Portal
 Knowledge Base
 Email
 Live Chat
 Phone Support
 Walk-in (with limitations)
Desktop Support:
Desktop computer support for campus owned computers, that meet technology
standardsi, for departments assigned to the IT Help Desk, are provided the
following services:
 Installation/Troubleshooting campus standard
 Data backup, computer reload, data restore
 Printers – network connectivity
 Set up of new or relocated equipment
 Advise users on technology purchases or needs
 IMAP connections to Smart phones and Blackberry Server
800 West University Pkwy
Orem, Utah 84058
PHONE (801) 863-8888
SELF-SERVE
E-MAIL
WEBSITE
FAX
http://uvu.edu/helpdesk
helpdesk@uvu.edu
http://uvu.edu/helpdesk
(801) 224-6498
Escalation Support:
Schools and Departments who have their own area technicians
 Problems with services provided by IT
 Minimal support when Area Technician is out ill, on vacation or attending
a conference
 Tier 2 support for Area Technicians
Privately owned laptops & other wireless devices:
Connection to UVU wireless network for machines that meet wireless standards
(Clean Access ready)
Software Distribution:
Maintain library and distribute campus licensed software applications
Level 2: Support Available For Cost
Definition:
These are services that are outside of standard service offering of the Help Desk
and are paid by individual departments or persons requesting service.
Services Provided:
Campus owned computers that are exceptions to or do not meet technology
standardsii
Any work done on these computers by the IT Help Desk
Privately owned computers
 Connection to UVU wireless network for machines that do not meet
wireless standards (Clean Access ready)
 Computers delivered to the IT Help Desk for service
Hardware/Cables/Media
Can only be purchased for campus owned equipment
Costs:
Standard:
 Minimum bench fee of $25 to backup and diagnose
 Payments accepted via Banner index #, credit card, check or cash
Typical Service rates:
 Consultation Service - Free
 Reload machine with disks or recovery partition- $75 + bench fee
 Reload machine without disks -$150 plus disks + bench fee
 Malware Scan and clean -$20 + bench fee
800 West University Pkwy
Orem, Utah 84058
PHONE (801) 863-8888
SELF-SERVE
E-MAIL
WEBSITE
FAX
http://uvu.edu/helpdesk
helpdesk@uvu.edu
http://uvu.edu/helpdesk
(801) 224-6498
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Data recovery - $25 to $150 + bench fee
Data copy - $25 just bench fee
Miner hardware upgrades with parts -$10 + bench fee
Major hardware upgrades with parts -$50 + bench fee
Software installs for non UVU software - $10 per package + bench
fee
Cables campus only cost plus 15% (employees only)
CD and DVD copies 35 cents - $4 depending on service
Campus owned machines that do not meet Technology standards
or have an exception form - $50
The above services are for MS Windows based machines (no Mac or Linux)
Level 3: Unsupported
Definition:
This level refers to hardware, software or services not supported by the IT Help
Desk. Typically this would refer to departments that provide their own technical
support staff. This includes desktop & laptop computers. Smart phones with
calendar and contact integration.
IT Help Desk Expectations for Response Times, Priorities & Commitments:
Response Time:
 Desktop repairs, problems, or incidents should be submitted to the IT Help Desk.
The IT Help Desk will be the first line of support and will fix many problems over
the phone or via remote control. Any problem that needs onsite support will be
escalated through the problem incident software to the area technician.
 Faculty and Staff should allow at least 24 hours for a technician to respond to an
incident. Response times may be longer during peak periods or dependent on
technician availability.
IT Help Desk response times are based on the following priorities:
 Entire UVU support issues
 Building support issues
 Area support issues
 Single user/computer issues
Campus Wide Commitments:
IT Support personnel must perform a substantial number of critical, ongoing and
progressive tasks to ensure our ability to respond to our users’ demands. As
technologies and problems change, our abilities must develop and improve to
address a continually changing mission.
800 West University Pkwy
Orem, Utah 84058
PHONE (801) 863-8888
SELF-SERVE
E-MAIL
WEBSITE
FAX
http://uvu.edu/helpdesk
helpdesk@uvu.edu
http://uvu.edu/helpdesk
(801) 224-6498
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Technical Research
IT Support personnel may spend substantial time researching technical
solutions to problems with viruses, spyware, security holes, and
desktop connectivity problems.
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Testing Environment
IT Support technicians create and maintain test environments for both
training and testing purposes.
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Security
IT Support is responsible to respond to security threats and issues on
campus systems.
See the follow URL for UVU technology standards http://uvu.edu/oit/technologysupport/standards/index.html
See the follow URL for UVU technology standards http://uvu.edu/oit/technologysupport/standards/index.html
800 West University Pkwy
Orem, Utah 84058
PHONE (801) 863-8888
SELF-SERVE
E-MAIL
WEBSITE
FAX
http://uvu.edu/helpdesk
helpdesk@uvu.edu
http://uvu.edu/helpdesk
(801) 224-6498