Wayne State University School of Medicine - Service Level Agreement
Our Service Level Agreement that governs decision making has been in effect since October 2001. The purpose of the Service Level Agreement is to best accommodate the needs and responsibilities of all constituencies of the School of Medicine.
Desktop Support Team Service Level Agreement
Last Updated: February, 2005
The User's Responsibilities
- Report all computer problems promptly to the Desktop Support Team at 313-577-1527.
- Be available to identify the problem to the MSIS representative and work with her/him.
- Contact the Desktop Support Team before making any changes to your system hardware or software.
- Keep yourself informed of all planned network, hardware, and software changes and all major MSIS activities and statuses.
- Take responsibility for educating yourself on a continuing basis about basic computer-related skills. MSIS and C&IT (the Computing and Information Technology Division of the University) provide ample opportunities for all individuals to become and remain appropriately trained.
- Maintain an updated version of virus protection software on your system by following the MSIS guidelines.
- Communicate any computing concerns to MSIS management.
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MSIS Service Goals
- To commence an informed diagnosis of any computer-related problem within 15 minutes.
- To have the individual effectively operational as soon as possible.
- Service reinstatement depends on urgency and whether or not the hardware and software are supported or custom
- For a high urgency problem on a standard computing platform, the goal of MSIS is to have the user effectively operational within 1 hour
- For problems involving custom hardware or software, MSIS provides service on a "best effort" basis without any time or cost guarantee.
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HelpDesk Hours
Monday - Friday: 7 a.m.- 5 p.m.
Emergency Off-Hours Support: Please contact the On-Call Technician at 313-418-7799.
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Getting Help from the Desktop Support Team
When a problem arises, faculty and staff should call the Desktop Support Team at 313-577-1527 to report a problem. The Desktop Support Team will attempt to solve a majority of problems (not including special circumstances such as classroom outages and teaching related problems) via the telephone. For severe and/or unusual problems MSIS will assign a service representative who will be responsible for administering the service and for keeping the user informed about progress on a daily basis.
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HelpDesk Service Priorities & Escalation Procedure
Urgent priority calls are ones that relate to systemic problems: the network, classroom computers, and lab computer setups for scheduled classes. These problems will be resolved as quickly as possible. High priority calls relate to problems that either prevent or hinder the accomplishment of a time-sensitive job or keep the individual from performing any task on the computer. The goal of MSIS is to resolve all high priority calls related to a supported computer within 60 minutes. All other problems will be resolved on a "best efforts" basis and the concerned party will be updated on the progress of the service. Although the service representative assigned to the task may have to escalate the service request to group within MSIS to handle network or custom application issues related to the service call, the representative will continue to update the requestor of the status of the service call, and will be the point of contact between the parties involved in completing the service.
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Supported Hardware
MSIS will provide full support for all supported hardware, that is, a hardware system: (a) purchased with the help of MSIS, (b) completely configured and setup by the vendor including all components, and (c) purchased from one of several supported manufacturers (Dell, Gateway, Apple). Hardware includes desktops, laptops, and all peripherals. MSIS will deliver and connect to the network all hardware within 3 business days of its arrival at MSIS.
The minimum hardware requirements for PC's:
Operating System: Windows XP Professional or Vista Business/Enterprise/Ultimate
Processor: Pentium 4 or AMD Athlon with at least a 1.5 Gigahertz processor
Memory: 256 MB of RAM (512 MB or better recommended)
Hard Disk: 30 gig Hard drive
Drives: CD-ROM or CD-RW drive
Network Adapter: 100 Mbps Network Interface Card
The minimum hardware requirements for Macintosh Computers:
Operating System: Apple Mac OS X Panther or later
Processor: G3, Mac OS X - compatible processor or higher
Memory: 256 MB of RAM (512 MB or better recommended)
Hard Disk: 30 gig Hard drive
Drives: CD-ROM or CD-RW drive
Network Adapter: 100 Mbps Network Interface Card
The above requirements are in line with the manufacturer end of life timelines. MSIS will not take on support for anything additional that does not meet the minimum hardware and software requirements. Any system not meeting minimum specifications would be recommended for replacement. For online purchasing information, visit the Wayne State University Hardware Support Website.
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Supported Software
MSIS provides the following services for Supported Software:
- Software installation
- Telephone assistance for standard features of the software
- One-on-one training via appointment
- Classes scheduled as required
- Inform the customer of approved and scheduled changes, as well as proposed and planned changes, to the list of supported software
- Inform users as new versions are made available and provide an adequate training period (at least 90 days) before a previous version is removed
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Custom Computer Hardware and Software
For a custom system (that is, a system that does not meet the criteria for a supported system) MSIS provides service on a "best efforts" basis. For custom (course-related and other) software, MSIS will
- Assign an analyst to the faculty for software evaluation, selection, implementation, and (limited) training
- Provide service on a "best efforts" basis
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Installing Hardware or Software on Existing Computers
MSIS will help install new or replaced components on a supported system. Since adding hardware or software to your original equipment may alter its classification from supported to custom hardware, MSIS will help you determine the implications of any alterations to your system.
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Macintosh Computers
Since a significant majority of computers owned by the School of Medicine are PC-based running Windows, a commensurate number of our service technicians and Desktop Support staff will be trained on the PC platform. However, MSIS will continue to be able to support Macintosh equipment.
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Computing Labs
The software in the Computing Labs will be changed as requested. Faculty are responsible for providing adequate lead-time for the necessary changes to be made to the lab/classroom environments for their respective courses. MSIS must have time to investigate the compatibility of the software with the rest of the network.
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Acquisition Process
MSIS will provide advise about specifications and capabilities of hardware to assist in the purchasing process for those departments that MSIS does not purchase for directly. All purchase orders have to be processed through Central Campus, which can add 2 weeks to the process of acquiring hardware or software. In addition, all orders over $2,500 must go through a University bid process unless they are for hardware from the pre-approved vendor list of Dell, Gateway, or Apple.
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Backup of Data
MSIS performs a network backup each night at 11:00 pm. Faculty and staff can get help from MSIS in establishing network file storage space for protection of their personal and shared data files.
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Network Maintenance
Network Operations goal is to have all School of Medicine network systems running at 99.999% uptime or 24x7. However, at times, routine maintenance is required. File servers, email systems, and other network services may not be available during these maintenance windows. MSIS will provide 48 hours notice before a planned service interruption via email to all potentially affected users.
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Upgrading Computers
The School of Medicine will upgrade faculty and staff computers on a 3 year cycle budget permitting. The computing labs and MD labs will be upgraded on a shorter cycle as needed.
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Home Computers
Since January 2004, our policy states that home computers are not supported by MSIS. Home computers are defined as a system that is used outside of the SoM and Wayne State University environment - the system must physically be located on campus in order to be supported.
The School of Medicine does not have the resources to support home configurations and since we have no control over additional software that might be installed, we cannot assume such support responsibility.
If you are experiencing a problem or have a question about a computer you use at home, The PC Clinic located on main campus offers a variety of services to repair and troubleshoot both PC and Macintosh issues.
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Infection by a Virus
Stop using your computer. Call the Desktop Support Team at 313-577-1527 immediately during scheduled hours.
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