Workstation Support: Service Description

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End User Computing
Service Description

Network Support
Install, configure and maintain appropriate workstation network communications equipment and software to support departmental requirements that may span several networking environments and protocols.
Configure and maintain department’s networking “switch” equipment and individual workstation connectivity to this equipment.
If the department chooses to do so, register workstation IP addresses with the campus Domain Name Service (DNS).

Customer Support

  • Provide assistance with configuration of workstations to be purchased by the department.  Verify that selected workstation configuration will, indeed, function as intended in the target environment.
  • Assemble and fully configure workstations purchased by the department.  When this task is completed, the customer should be able to begin working as they intended.
  • Provide operating system installation and ongoing support in the Windows and Mac OS environments.
  • Assemble and fully configure printers purchased by the department.
  • Investigate and resolve problems with printing to departmental printers.  This includes support for workstation components, appropriate printer queue services, and printers.
  • Install, configure and upgrade (as directed by the department) “standard” workstation software.
  • Initial training and basic knowledge of these programs is the responsibility of the individual customer.
  • Investigate and resolve, when possible, any problems or conflicts that involve network or workstation services. This will include problems related to connectivity to services both internal and external to the department.
  • Provide general workstation assistance when requested.
  • Occasionally, as part of our conflict resolution efforts and as a last resort, we may temporarily disable or de-install software which appears to be problematic.
     

Research and Development

  • Advise department on networking directions and implications.
  • Serve as a resource for members of the department with regards to software and hardware options and features appropriate for department computing environment.
  • Participate in special projects appropriate to this endeavor and selected by the department.
  • Participate in campus-wide, local organizations and national electronic discussion groups in those areas relevant to this enterprise.
  • Attend appropriate seminars, conferences, and demonstrations.
     

Levels of Service
Tier 1 pricing $760
- Provides the highest service ticket priority on Response and Resolution.
- No limit on supported devices.
- No annual service ticket submission limits.

Tier 2 pricing $690
- Service tickets are addressed within the assigned Service Level Agreement (SLA) time frame.
- No limit on supported devices.
- No annual service ticket submission limits.

Tier 3 pricing $400
- Service tickets are addressed within the assigned Service Level Agreement (SLA) time frame.
- Five supported device limit (Sub-departments of larger customers don’t qualify).
- 12 service ticket submission limit (annually).

Requesting Service
All service requests need to be submitted by one of the following service channels:

  • ETSC Self Service Portal – etsc.ucsb.edu
  • Service Desk Chat – Launches from the Self Service Portal home page.
  • Call Service Desk – 805-893-5000
     

If you have any questions, please contact:
Tim Krause - Manager, End User Computing
Tim.krause@ucsb.edu
805-893-4864