Managed Desktop Support
Last Updated: March 6, 2013 @ 2:43 pm
Next Review Date: 01/01/2014
Service Manager: Terry A Gibson
Governance Group: None
Document Status: Published
Key Metrics
- Tier 1 call answered by a live person: 70%
- Tier 1 call resolution on the first call: 60%
Overview
This Service Level Agreement (SLA) defines the services and service levels between the service provider, ITS User Services Managed Desktop Support (MDS), and the customers of that service (Customer). Eligible customers are the units, departments and colleges internal to the University of Texas at Austin.
Service description
Managed Desktop Support (MDS) provides an efficient, cost-contained approach for colleges, schools and units to offer fully managed desktop support. MDS starts with friendly, knowledgeable staff who understand your technical environment. This team of experts is supported by a technical infrastructure that allows us to deploy applications, updates and patches, as well as detect problems.
Intended users
Managed Desktop Support customers
Supported computing environment
Managed Desktop Support provides desktop support for faculty and staff in colleges, schools and units campus-wide.
Technical support
Both Tier 1 and Tier 2 technical support are available from 8 a.m. to 5 p.m. Monday through Friday, excluding all holidays and university closures.
Tier 1
There are three ways customers can contact managed desktop support for remote and local support:
- Phone (512) 475-9406
- Footprints
Initial Response
- Requests for support will be fulfilled based on priorities (Critical, High, Medium, Normal) which are determined by urgency and level of impact.
- Response is defined as a “good faith” effort to communicate with the customer using the contact information provided by that customer. Response may be via phone or voice mail, e-mail, or personal visit.
- Service Level response times to service requests are measured once a request is submitted via Footprints, the ITS issue tracking system. Other forms of contact may affect the ability of ITS to meet the requests in a timely fashion. Examples include:
- Direct emails to individual support personnel
- Direct phone calls to individual support personnel
Status Definitions with Initial Response Times
- Critical - Within 30 minutes: Catastrophic inability to complete job duties. Example: computer does not turn on or boot up properly.
- High - Within 2 business hours: Loss of a major job duty. Example: E-mail not working, not connected to internet, inability to print at all.
- Medium - Within 4 business hours: There is a problem to be solved, but customer is still functional and has other options available. Example: Desktop printer is not working, but customer has access to departmental printers.
- Normal - Within 8 business hours: General request for machine setup reformats or other tasks that are not time sensitive. Example: User needs help but will not be available until a few days later.
Tier 2
Issues that cannot be resolved remotely or over the phone will be escalated to the desktop support team assigned to the site.
Patch Management
By default, desktops and laptops under contract with ITS Managed Desktop Support are enrolled in Absolute Manage patch management. Security patches and updates are deployed monthly to managed Macs and PCs via Absolute Manage. Customers are notified via e-mail in advance of each monthly update deployment.
Microsoft out-of-band and third-party critical updates (such as Java, Flash Player, and Adobe Reader) are deployed as they become available. Customers are notified at least 24 hours in advance of such patching.
Responsibilities
Customer responsibilities in support of this agreement include:
- The customer is the owner of their data, and must categorize that data according to university requirements.
- Request help and services defined in Technical Support of this SLA.
- Respond to MDS staff inquiries in a professional and timely manner.
- Maintain compliance with all software licensing requirements.
- Adhere to relevant University acceptable use , security policies and standards.
- Department contacts review and approve departmental personnel administrative access to supported systems, based on business requirements.
- Any position that gives users elevated access to systems or Category-I data, employees are required to sign the Position of Special Trust form
- Retain ownership and responsibility for completing Information Security Office Risk Assessment (ISORA) within the requirements set by the Information Security Office for the University of Texas at Austin.
- Provide ITS with physical access to supported systems.
MDS responsibilities in support of this agreement include:
- Ensure managed hosts meet standards established by UT policies, including acceptable use and security mandates.
- Effectively and efficiently deploy operating systems, applications, software patches and updates.
- Establish real time monitoring of device performance, compliance and inventory.
- Minimize disruptions of customer production when desktop maintenance and support operations are performed.
- Provide recommendations on hardware lifecycle.
- Maintain a hardware inventory.
- Coordinate maintenance, repair, and/or replacement for in-warranty hardware.
- Assist customer in completing their annual reporting of the Information Security Office Risk Assessment (ISORA).
- Coordinate and troubleshoot network connectivity in conjunction with the customer’s Technical Support Contact (TSC, as designated via the ITS Networking TSC tools).
- Advise customers on security, networking or information technology best practices, policies, or requirements.
Cost of Service
Cost information for this service can be found on the Managed Desktop Support web site.
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