Delivers support of employee personal Service Levels computing hardware and software systems. Installation and Configuration What is Included Completion Service Level Objective: Target: Schedule/respond within 5 Setup for new employees and business days of the request. contractors. Target: Completion is within 20 days. Obtain quote of hardware and Large scale installations are exempt. software for Agency purchase. Installation and configuration of Resolve Time Service Level Objective: equipment including laptop, Target: 60% of all reported Break/Fix workstation, printer, and peripheral issues resolved within 1 business day. devices. Installation and configuration of Response Time Service Level Objective: software which run on the desktop. Urgent – Business-critical production Provides scheduled software outage impacting multiple people 15 – maintenance patching. minutes. Troubleshooting of hardware and High Non-business-critical process – software. impacting multiple people 1 hour. – Upgrade, replacement and disposal of Medium Request for service 8 – – all desktop equipment. hours. Asset management of desktop Low Questions or informational – equipment and software. requests 16 hours. – Additional Information None Professional Services EARC Intake Service Levels Form N/A Service Description Additional Information
Delivers support of employee personal computing hardware and software systems. What is Included Setup for new employees and contractors. Obtain quote of hardware and software for Agency purchase. Installation and configuration of equipment including laptop, workstation, printer, and peripheral devices. Installation and configuration of software which run on the desktop. Provides scheduled software maintenance patching. Troubleshooting of hardware and software. Upgrade, replacement and disposal of all desktop equipment. Asset management of desktop equipment and software. Service Levels Installation and Configuration Completion Service Level Objective: Target: Schedule/respond within 5 business days of the request. Target: Completion is within 20 days. Large scale installations are exempt. Resolve Time Service Level Objective: Target: 60% of all reported Break/Fix issues resolved within 1 business day. Response Time Service Level Objective: Urgent – Business-critical production outage impacting multiple people – 15 minutes. High – Non-business-critical process impacting multiple people – 1 hour. Medium – Request for service – 8 hours. Low – Questions or informational requests – 16 hours. Additional Information None Professional Services EARC Intake Form Service Description Service Levels N/A Additional Information
OA-OIT-Service-Catalog.docx