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Home > Rates and contracts > Service level agreements > Faculty computing support service level agreement
This service level agreement (SLA) describes the core services provided to customers by Letters & Science Computing Resources (LSCR) under the Faculty Computing Support program. It details both LSCR's and customers' responsibilities. Because there is overlap in our service offerings, there is some repetition in this document.
It is assumed that only LSCR staff will provide computing support for machines under this support program. In order to avoid duplication of effort and insure a consistent, high level of service, LSCR will work with departmental computing support staff only by special arrangement.
In the course of providing computing support under this program, LSCR staff in many instances provide support beyond what is described in this document. Such additional support is provided at the discretion of LSCR consultants in the interest of furthering the goals of L&S departments.
All Macintosh and PC hardware and software meeting certain specifications will be supported. These specifications are detailed on the LSCR supported hardware and LSCR supported software pages. LSCR will make a reasonable effort to support other hardware and software, provided that the hardware and software is not in violation of any applicable campus policies.
Responsibilities: Customers should consult LSCR before making hardware or software purchases. Some hardware or software may be unsupportable, and LSCR's planning assistance can reduce the likelihood of compatibility problems with existing hardware or software or having to deal with unreliable vendors.
Services provided by LSCR to customers of the Faculty Computing Support program are described below.
LSCR will provide recommendations and planning assistance to supported departments regarding all aspects of academic computing. The scope of such assistance includes the following:
In some cases, LSCR may recommend services not covered under the Faculty Computing Support program. Such services may be provided by LSCR or other organizations.
Responsibilities: Customers are urged to take advantage of LSCR's assistance with planning and keep LSCR informed about academic computing issues.
LSCR can install and configure new computers for supported customers. Computer setups may include the following:
LSCR will not move computers from one location to another, provide storage space for new or old machines, or clear off the space needed for a computer setup.
Responsibilities:
LSCR can provide comprehensive maintenance services for supported machines on request. Operations that may be performed as part of a maintenance include the following:
Full maintenance will typically require from one to four hours, depending on what tasks need to be performed. Maintenance is always scheduled in advance.
Responsibilities:
LSCR will troubleshoot problems with operating systems, software applications, and network connectivity. LSCR will also perform basic hardware troubleshooting.
Responsibilities: Customers should request LSCR services as described below.
LSCR will provide assistance with applications. This assistance includes the following services:
Responsibilities:
LSCR provides support for network connectivity for all supported workstations. This support includes the following:
LSCR does not maintain the campus network and will refer problems with the network itself to Network Services.
Responsibilities: Departments must maintain accurate records regarding network configuration information (i.e., IP addresses, hostnames, subnet masks, and router addresses). In addition, customers must not install networking equipment (such as hubs, in most instances) that is prohibited by campus policy.
LSCR will provide installation and configuration of backup software. The recommended backup service itself is provided by IST. LSCR staff can assist with restores and act as a liaison with IST.
Responsibilities: Customers are responsible for subscribing to the UCBackup service. Customers must keep their computers on during the scheduled backup times (or ensure that manual backups are performed).
When needed, LSCR can act as a technical liaison with campus computing units and outside vendors. For example, LSCR will work with various units within IST to resolve issues regarding administrative applications, network connectivity, and software distribution. LSCR will also contact vendors on behalf of customers to resolve technical problems and provide recommendations to departments. LSCR will not normally act as liaison for issues that are not of a technical nature (such as placing or picking up orders for software or equipment, resolving billing issues, etc.)
Responsibilities: Customers should feel free to contact LSCR whenever technical issues regarding outside computing organizations come up.
LSCR can provide basic hardware diagnosis for supported machines. In addition, LSCR will provide warranty work on many Dell and Apple desktop computer systems and can provide post-warranty work in many cases as well. Additional charges for parts may apply to post-warranty work. In addition, LSCR staff can perform some basic hardware upgrades; these services would include installing PCI cards and upgrading RAM (in most cases). At its discretion, LSCR may refer hardware repair or upgrade tasks to outside vendors.
Responsibilities: Customers should consult LSCR if they suspect a hardware problem or are considering an upgrade.
LSCR provides training resources to supported customers. LSCR staff can evaluate computer training needs for supported users and provide specific recommendations for training classes or materials. In addition, LSCR consultants can provide informal training sessions on supported software for individuals (or small groups) by appointment.
Responsibilities: It is generally assumed that supported users have a basic computer literacy. In cases in which customers have extensive training needs, LSCR may provide recommendations and referrals.
To request services provided under the Faculty Computing Support program, customers should send electronic mail to the Faculty support team's service address. In cases where email is not operational, customers may call the team message line.
Other methods of requesting service (such as sending mail to the personal addresses of consultants, calling consultants' personal phone lines, or dropping by a consultant's office) will result in delays. At any given time an individual consultant may be with another customer, working on a project, or out sick or on vacation.Responsibilities:
LSCR's goal is to respond to all requests for service as quickly as possible. LSCR will normally respond personally to all requests within six working hours. In very unusual circumstances (such as when several LSCR staff are out sick), it is possible that a response may take longer; such situations are likely to be extremely rare. In practice, LSCR responds to many requests almost immediately and the vast majority within two hours.
Responsibilities: For fastest response, customers must request service using the team email address or message line (if email is unavailable). LSCR can provide no guidelines regarding response time for requests made to consultants directly.
