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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 and Hosting SLA, it acts as a Service Level Agreement between ITD and all customers piloting this service.

ITD Responsibilities

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 a weekly incident report
  • Assist agencies in completing IT equipment surplus/disposal

Access/Authorization Management

Customer Responsibilities

Asset Management

(NOTE:  ITD tentatively plans to assume these responsibilities as part of its expanded Desktop Support offering in July, 2015.)

  • Procure all IT hardware and software
  • Manage and maintain all hardware and software licensing
  • Manage and maintain all hardware and software inventory records
  • Provide ITD with full access to software license keys
  • Disposition of all hardware and software assets
  • Ensure alignment with the EA PC Life Cycle Guideline

Device Support and Management


On January 8, 2014, Information Technology Department and the Enterprise Architecture Review Board mutually agreed upon the terms of this document. Additional signatures may be provided as needed.

Name Title Organization Date

Modifications Pending Mutual Approval

Date SLA Modification

Requesting Service

Related Service


What Our Customers Are Saying

Thank you for your prompt service

West Central Human Service Center
December 19, 2014