Staff Desktop XP
Service Level Agreement
Aim
To provide the University with a reliable, supportable and maintainable service that delivers to staff P.C. desktops consistent and cost-effective access to the central University networked teaching, learning, and corporate systems, services, and resources required by University staff for their University business.
There is one supported platform: the Windows XP Staff Desktop Service. These services run all the time during core office hours, providing the underlying server and network infrastructure is available.
Customers
- Around 2,500 staff users.
- Department IT support staff.
- Other IT service providers.
- Potentially all University staff users of Windows XP.
Service Elements
- Service request procedure (pre-installation).
- Installation of service.
- Problem resolution / fault fixing beyond that which can be reasonably expected from the minimum level of department IT support.
- Remote delivery of software and services to desktop.
- Training of department IT support staff to install and trouble-shoot the service.
- Service documentation for IT support staff.
Charges
The Windows XP Staff Desktop Service is free of charge if a suitably skilled local department IT support person is available to perform the installation and troubleshoot P.C.s. A charged support service is now available to departments and sections where the minimum level of IT support is not met. Charges are as follows:
-
Internal departments / sections - £194 per P.C. per year.
-
External customers - £341 per P.C. per year.
Shared filestore for department or group access is provided on request. Please see the full Service Level Agreement for details at https://internal.lboro.ac.uk/diss/cc/uniwide/SLA2008-9/SLA-2008-9-fin.doc.
Performance indicators
Installation
| Performance measure | Target |
|---|---|
| Account processed and ready for service installation or the requester contacted with details of the problem within 3 working days. | 95% |
| For department installation, user account details should be returned to the installer within 3 working days. | 95% |
| For IT Services installation, on a P.C. from a preferred supplier, configured in the standard University way and not having been altered from that state, the user should be contacted and the installation completed within 10 working days. Note: any problem with the PC will be referred to the local IT representative or entered into Information Technology Service Desk as appropriate, and the installation will be re-scheduled when the problem is resolved. | 95% |
Fault fixing / trouble-shooting
See the full Service Level Agreement for details at https://internal.lboro.ac.uk/diss/cc/uniwide/SLA2008-9/SLA-2008-9-fin.doc.
N.B. There is no standard desktop service provided for Apple Macintosh computers. Users can obtain advice from a mutual support group called the Mac Alliance. Macintosh information.