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  • Managed System Service Level Agreement
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Description:

Apple desktops and laptops are given managed support by default. Managed hosts are provided software support (for supported titles), hardware troubleshooting and parts replacement to the extent of the manufacturer warranty, as well as network support to the host, licenses to available software, and backup software.

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: http://blink.ucsd.edu/go/networkstandards

Reporting:

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

•Permanent location change or seperation:

http://igpp.ucsd.edu/computing/forms/location

• Decommission or surplus:

http://igpp.ucsd.edu/computing/forms/surplus

• Primary user change:

http://igpphelp.ucsd.edu/forms/help.html

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 Help Desk are greatly appreciated.

Software:

Software on managed system is provided to the extent of the licensing agreements that the IGPP Helpdesk holds. A list of the provided software can be found here:

http://igpp.ucsd.edu/go/software

Troubleshooting:

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

Acknowledgement:

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

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