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Desktop Support Service Level Agreement

The content of this page is based upon a mutual agreement between ITD and the IT Coordinators Council. In conjunction with ITD's Enterprise SLA, it acts as a Service Level Agreement between ITD and customers utilizing this service.

ITD Responsibilities

Asset Management

  • Procure and provide IT hardware (laptops, desktops, docking stations, keyboards, mice, and up to two monitors per user)
  • Procure and provide IT software (Windows, Office 365 Pro Plus, anti-virus, and encryption)
  • Manage and maintain all ITD provided hardware and software licensing
  • Manage and maintain all ITD provided hardware and software inventory records
  • Dispose of all ITD provided hardware and software assets
  • Ensure alignment with the EA PC Life Cycle Guideline

Hardware and Software Deployment

Device Support and Management

  • Provide all support and maintenance for desktops, laptops, cellular devices, printers, and miscellaneous computer equipment.  This includes diagnosing, repairing, patching, and upgrading all software and devices to ensure optimal performance.
  • Configure security privileges for network shares and subfolders
  • Conduct research and make recommendations to customers regarding desktop support and maintenance
  • Provide customers with incident metrics upon request

Access/Authorization Management

Customer Responsibilities

Asset Management

  • Procure all IT hardware and software not specifically provided by ITD (printers, tablets, smartphones, etc.)
  • Manage and maintain agency-specific software
  • Provide ITD with full access to software license keys
  • Dispose of all agency-specific hardware and software assets

Device Support and Management

Consent

On July 8, 2015, Information Technology Department and the IT Coordinators Council (ITCC) will meet to discuss and mutually agree upon the terms of this agreement. Additional signatures may be provided as needed.

Name Title Organization Date
       
       

Modifications Pending Mutual Approval

Date SLA Modification
 2015-07-01  Clarified Asset Management responsibilities between ITD and Customers

Related Service

 

What Our Customers Are Saying

I have never been less than totally satisfied with the assistance that I have received.

Cass County Sheriffs Office
February 17, 2015