Managed System Service Level Agreement

Description:

IGPP HelpDesk provides full-service support of hardware and software, including network, security, and backup for managed systems.

Responsibilities:

The IGPP HelpDesk, with cooperation from the primary user, is responsible for administration of a managed system.

Security:

The IGPP HelpDesk, with cooperation from the primary user, is responsible for maintaining the managed host in compliance with UCSD’s Minimal Network Standards. For information on these standards, visit: https://blink.ucsd.edu/technology/security/policies/standards.html

Reporting:

The following host status changes must be reported to the IGPP HelpDesk in a timely manner:

•Permanent location change or seperation:

https://igpp.ucsd.edu/location-change

• Decommission or surplus:

https://igpp.ucsd.edu/surplus

• Primary user change:

https://igpp.ucsd.edu/computing/forms/userchange

Timelines:

To aid the IGPP HelpDesk in providing the best possible service, timely reporting of host status changes (see Reporting) and prompt responses to communication from the IGPP HelpDesk are greatly appreciated.

Software:

Software support on managed system is provided to the extent of the licensing agreements that the IGPP HelpDesk holds.

Troubleshooting:

Issues that you encounter with supported software, hardware, printing or network issues should be reported to the IGPP HelpDesk by e-mail at igppticket@ucsd.edu, or via phone at ext. x41753. The IGPP HelpDesk’s standard operating hours are M-F 8am – 5pm.

Acknowledgement:

By using IGPP’s Managed Systems, you agree to adhere to the above.