Computer and Device Service Levels (SLA)

Overview

This is a Service Level Agreement (“SLA”) between the Dartmouth campus community and Information, Technology and Consulting (ITC) department to document:

  • Computer and Device Support service levels.
  • The general levels of response, availability, and maintenance associated with these services.
  • The responsibilities of ITC as a provider of these services.
  • The responsibilities of the clients receiving these service.

This version of the Agreement is valid from August 2022 and is reviewed at least once a year.

Support

Requesting Support and Hours of Operation

Support may be requested using the following contact methods:

Online - Dartmouth Services Portal (ticketing system)

  • Hours: Monday - Friday, 8am - 5pm
  • Visit: https://services.dartmouth.edu
  • An ITC consultant will follow-up to provide information or schedule support during business hours as needed.
  • Request status can be viewed in the Dartmouth Services Portal: My Ticket Requests.


Dartmouth IT Call Center

  • Hours: 24 hours a day, 7 days a week
  • Call: 603-266-2999 or toll free 1-855-764-2485
  • During off-hours, the Dartmouth IT Call Center is operated by ITC’s support partner Vitalyst. If they are unable to resolve your issue, a record will be sent to the ITC Service Desk for follow-up during regular business hours.
  • For more information, see: Dartmouth IT Call Center.


Client Responsibilities

  • Comply with Dartmouth technology policies and guidelines.
  • Request support through standard contact methods.
  • Provide sufficient notice to schedule support where specified by the service.
  • Provide information and availability to ITC staff in a timely manner as needed to support incidents and requests.
  • Provide access to computers and devices either in-person or via remote assistance.
  • Maintain data in Dartmouth supported storage locations.
  • Maintain personal email and data outside of Dartmouth systems.
  • Ensure ITC has or can have administrative access on the device.
  • Acknowledge that a computer or device purchased with Dartmouth funds is the property of Dartmouth College.
  • Acknowledge that ITC can re-image Dartmouth computers or devices when necessary to resolve an incident or complete a service request.

Refusal to meet client responsibilities may result in a refusal of service.

Service Levels

Premier

Premier is the highest level of support available. The Premier service level includes free prioritized support, managed hardware life cycle, custom configurations, and ongoing proactive computer and device maintenance. ITC Client Services will work to ensure you have a functioning, secure, and up-to-date device so you can focus on using your technology to do your work.

Available to: Clients with computers and devices procured through the Dartmouth Computer Store and enrolled in Dartmouth equipment programs (e.g CAP).


Standard

With the standard service level, ITC will help get you started with a standard Dartmouth configuration and provide fee-based software and hardware support if something breaks. Proactive maintenance will be provided for high impact security features to keep you and your device safe.

Available to: Clients with computers and devices purchased through the Dartmouth Computer Store with Dartmouth funds and running a supported operating system.


Basic

With the basic service level, Dartmouth will provide fee-based support as available. The owner of the equipment is required to adhere to all Dartmouth information security policies.

Available to: Clients with computers and devices purchased through outside retailers (e.g. Best Buy, Walmart, Apple, Lenovo) with Dartmouth funds.

*Note: Fee-based support may also be available for personal computers and is subject to availability of resources.

 

Support Services Comparison Table

  Basic Standard Premier
HARDWARE DISTRIBUTION      
Proactively managed equipment life cycle     X
Computer setup with standard configuration   X X
Computer setup with custom department configuration     X
Data migration fee-based fee-based X
       
MAINTENANCE AND SECURITY      
Dartmouth Anti-virus/Anti-malware self-service X X
Hard drive encryption key escrow   X X
Receive essential security updates   X X
Receive proactive OS and security updates     X
       
SUPPORT SERVICES      
Priority support     X
Operating system support fee-based fee-based X
Hardware support fee-based fee-based X
All inclusive hardware repair     X
Loaner laptop during repair fee-based X X
       

Computer Support Prioritization

Note: Availability and response time may be impacted by shifting institutional priorities during the academic year.

 

                              PREMIER SUPPORT    
                                                                                      

Critical Issue

Computer is completely non-functional. Client is unable to perform any work. No workaround is available.

Issue

Issue affects some computer functions. Critical work is still possible or a workaround is available.

Non-urgent Issue

Something could be working better or could be upgraded. Computer performance may be degraded but still functional.

First response within

2 business hours 4 business hours 8 business hours
Work begins within

2 business hours

2 business days

5 business days

Support cost Free Free Free
Loaner Equipment Provided as needed Provided as needed Provided as needed
       
  STANDARD SUPPORT    
  Critical Issue Issue Non-urgent Issue
First response within 1 business day 2 business days 2 business days
Work begins within

2 business days

5 business days

7 business days

Support cost Fee-based Fee-based Fee-based
Loaner equipment Provided as needed Provided as needed Provided as needed
       
  BASIC SUPPORT    
  Critical Issue Issue Non-urgent Issue
First response within

2 business days

2 business days

2 business days

Work begins within

Subject to technician availability

Subject to technician availability

Subject to technician availability

Support cost Fee-based Fee-based Fee-based
Loaner equipment May be available for a fee May be available for a fee May be available for a fee

 

Details

Article ID: 144750
Created
Tue 7/5/22 11:26 AM
Modified
Tue 9/6/22 1:57 PM

Related Services / Offerings (1)

This service is used to request new or to replace existing desktop or laptop devices within the Dartmouth Equipment Program.