ICT Service Level Agreements

PC Support Core Services

Description:  All core services provided to New Mexico State University by Information & Communication Technologies PC Support Services. The core services consist of hardware and software setup and maintenance for IBM-compatible and Apple/Macintosh workstations and servers, including peripherals and network components “to the wall”. 

About This Service Level Agreement: 
This document is a Service Level Agreement (SLA) between Information and Communication Technologies PC Support Services (ICT-PCSS) and the users of this service.  The purpose of this document is to define the service expectations and to outline the communication and escalation process.  By instituting this Service Level Agreement, the expectations and requirements of both parties shall be clarified and solidified.  

Services Provided:
Under the terms of this SLA, ICT-PCSS shall provide the following services:

·        Install, configure, maintain, and troubleshoot the core services.

·        Provide basic instructions for users on security, updates and patches, and general maintenance including assistance with backup and virus protection procedures.

Under the terms of this SLA, the users shall be responsible for the following:

·        Abide by all NMSU computer use policies.

·        Call the Information Center to place a work order for services.  

Service Assurance and Feedback
Users should bring to the attention of the Liaison any matter that may require resolution. 

In order to tailor the ICT charter to meet the growing and changing needs of its clients, feedback regarding the services provided under this SLA is valuable. The opinions of those whom we support are important and will help ICT provide better service and identify the future needs of our clients. Therefore, your assistance with any customer satisfaction surveys that you may be presented with is greatly appreciated.