1. Supported Services

Stern IT provides all Stern students, hereafter referred to as ‘clients’, with technical laptop consultation and diagnosis for basic problems. The highest level of support is provided for Stern recommended laptop models which can be found on the Laptop Requirements page.  For those models, Stern IT provides hardware support, wireless connectivity, email, and printing troubleshooting. For other laptop models Stern IT provides support for wireless connectivity, email and printing troubleshooting. Clients should contact the Stern IT Help Desk for laptop support related issues.

Service Description

This SLA describes Stern IT’s commitment to provide the following services:

This SLA does not cover the following services:

• Faculty and Staff laptops – please consult Deskside Support SLA

• Student desktops – Stern IT does not provide this service

• Student owned smart phone – please contact the Helpdesk for more information at (212) 998-0180 or helpdesk@stern.nyu.edu

• Loaner Laptops – please contact the Helpdesk for more information at (212) 998-0180 or helpdesk@stern.nyu.edu.

• Parallels and VMWare Fusion support – please contact the Helpdesk for more information at (212) 998-0180 or helpdesk@stern.nyu.edu

Service Level Objective

Escalation: The Help Desk strives to resolve as many issues as possible by the first person that the client contacts. For those Incidents beyond the skill or knowledge of the Help Desk to resolve, the Help Desk checks in the laptops qualifying for Full and Partial support and passes the work to a laptop support technician. The services that the technician can perform depend on the model of laptop as described in the table above.

For laptops that fall under the category of Full Support, Stern IT strives to resolve 80% of problems within the first hour of receiving the machine. For issues requiring an Operating System re-installation or hardware replacement Stern IT strives to resolve the incidents within 72 hours. Please note that hardware replacements are subject to availability from Dell.

Service Availability

Core hours (excluding University holidays):

Service Availability

Academic Year Hours (Spring & Fall Semesters)

• Monday – Friday: 8:00 a.m. – 9:00 p.m.

• Saturday – Sunday: 8:00 a.m. – 6:00 p.m. (Help Desk only, excludes laptop technicians)

Summer Session Hours:

• Monday – Thursday: 8:00 a.m. – 9:00 p.m.

• Friday: 8:00 a.m. – 8:00p.m.

• Saturday – Sunday: 9:00 a.m. – 5:00 p.m. (Help Desk only, excludes laptop technicians)

Client Responsibilities

• Required to adhere to the ‘Policy on Responsible Use of NYU Computers & Data’ found at http://www.nyu.edu/its/policies/responsibleuse.html

• Maintain professional conduct

• Provide a valid NYU ID card and a Stern username

• Provide a power adapter

• Provide a detailed and truthful description of the incident, including any past work done on laptop

• Sign a copy of Laptop Release Form, which will be provided upon checking laptop in.

• Have an English Language Operating System (OS) (Windows 7/8.1, Mac OS 10.6 - 10.10). Other operating systems as well as operating systems configured for foreign languages will not be supported.

• Maintain up to date virus protection

• Maintain all software up to date

• Maintain a clean keyboard and trackpad surface.

• Clients should not re-partition their computers or configure their systems with dual/multiple-boot options. Clients who do this are doing so at their own risk and will not be supported by Stern IT.

• Client should be the primary contact point for any Helpdesk ticket in their name. Stern IT will not deal any third parties.

• Perform frequent operating system updates

• Responsible for the backup of their own data. Stern IT is not responsible for backing up data, or for any data lost during a backup.

• Laptop must not contain any offensive material, pirated software or anything that violates NYU policies or state and federal law

• Responsible for dropping off the laptops at the Helpdesk. Clients should provide all relevant passwords/unlock codes and cables / peripherals needed for the Deskside team to carry out the necessary work.

• Responsible for collecting their laptops from the Helpdesk upon completion (successful or otherwise) of the maintenance required.

• Maintain professional conduct.

• Clients are responsible for reading and responding to email communications regarding their ticket/incident in a timely manner within 3 days. After 3 days of attempted contact and no response from client, the ticket will be closed by Stern IT.

• Clients are responsible for responding to other forms of contact (voicemail etc.) regarding their ticket/incident within 3 days. After 3 days of attempted contact and no response from client, the ticket will be closed by Stern IT.

• Clients should only report an issue/create a ticket when they are actually available to be assisted by Stern IT. Clients should not create tickets for personal assistance if they are not going to be available or if they are unable to relinquish their device for evaluation and repair at the time of incident creation.

• Client must be a currently matriculated student of Stern School of Business.

• Good Citizenship Feedback: The Service Recipient will provide the service provider with satisfaction feedback at the conclusion of each service rendered.  Feedback information will be used to evaluate and manage service continuity.

How to Access the Service

Service requests for Laptop support are made via the Stern IT Help Desk. This can be done via:

• Email: helpdesk@stern.nyu.edu

• Phone: 212-998-0180

• Walk-In: L-100

Glossary:

For a Glossary of term referenced in this and all Stern IT SLA’s, please refer to the Stern IT Glossary of Terms located at https://sites.google.com/a/stern.nyu.edu/sternit/home/sla/glossary

Support Hardware and Software:

For a current list of Hardware and Software supported by Stern IT, please reference Stern IT Supported Hardware and Software located at https://sites.google.com/a/stern.nyu.edu/sternit/home/sla/supported

2. Service Limitations and Exclusions

Routine Downtime

The Stern IT Help Desk is closed during University holidays.  A complete listing of the Holiday schedule can be found at http://www.nyu.edu/registrar/calendars/university-academic-calendar.html#1148. Both the Help Desk voicemail and email are available for incident reporting during holidays, and will be monitored by Help Desk support staff.

Other Limitations

The Desktop Support group cannot guarantee agreed upon service levels should factors beyond our control affect our operations.  This includes, but is not limited to:

• Natural or man-made disasters

• Fire alarms

• Electrical outages or disruptions

• Building construction

• Equipment failure unrelated to abuse or neglect

• Staffing Levels caused by illness, weather issues etc

• Un-inhabitable work area (chemical/sewage smells, gas leaks etc)

Exclusions

• Operating System upgrades/downgrades. Any re-imaging will result in installation of original OS shipped by the manufacturer.

• Software installation, in particular MS Office products. Please contact software manufacturer directly for assistance.

• Software configuration. Please contact software manufacturer directly for assistance.

• Software maintenance. Please contact software manufacturer directly for assistance.

• Training on how to use the software. Please contact software manufacturer directly for assistance.

• Non-English OS or any OS other than Windows 7/8, Mac OS X. Please contact your OS Developer directly for assistance.

• Data backup. The client is responsible for keeping accurate and timely back up of all your data.

• Non-Stern Network Settings (such as other ISP’s SMTP settings, or VPN Clients). Please contact Network service providers directly for assistance.

• Support for dual/multi-boot systems and/or partitioned hard drives. We do not support computers that have been partitioned with multiple operating systems regardless of hardware and OS’s involved.

• Software and hardware purchasing. We can consult you on what we recommend you purchase, but you are responsible for doing your own purchases.

• Hardware peripherals (i.e. Bluetooth mice, clickers, webcams, etc.). Please contact software manufacturer directly for assistance.

• Support for systems where third party software has been deemed to cause issues that we are unable to address.

NYU Computer store can provide additional services. They can be contacted through:

• website at http://www.bookstores.nyu.edu/computer.store/

• phone: (212) 998-4672

• walk-in: 726 Broadway, New York, NY 10003

3. .Non-Performance

The successful implementation of this agreement depends upon all owner parties’ full execution of responsibilities detailed in the document. This section lays out what constitutes non-performance and its consequences.

Service Provider

Non-Performance

• Failure by Stern IT to meet the Service Level agreement

• Providing a service to an unsatisfactory standard

Consequence

Escalation of issue to supervisor/management level for review

Client

Non-Performance

• Client not adhering to ‘Client responsibilities’ as stated in this SLA

• Problems caused by unsupported software hardware/software

• Repeat offenders (clients who have already had their laptop compromised multiple times)

• Using software (peer-to-peer etc) for illegal ends

• Failure to back up personal data

• Exaggerating the severity of an issue when reporting the issue (queue jumpers)

• Reporting an issue and then not allowing/being available for Stern IT to assist

• Client being abusive verbally or physically to IT Staff

• Client unresponsive to repeated contact attempts (email etc)

Consequence

Denial of service to client, or escalation to management level for review

4. Service Assurance

The Director of Client Services may be contacted via telephone or e-mail during regular business hours to address any problems or concerns related to the service provided.

Stern IT will provide a standard set of reports to measure performance against this Service Level Agreement as follows:

5. Cost

These costs are for client reference only and are included here to provide an estimate of the cost involved in the tasks that the Laptop Support team carries out. Clients however will not be charged.

Labor Only – Parts incur additional cost.

6. Approvals

Stern IT

Stern Administration