Contracted Support

Dedicated ACCC Desktop Support staff provide a two-hour response time for technical support requests for university-owned computers and peripherals for the contracted department between 8:30am and 5:00pm. After-hours support for emergencies is available and support for university-supported video conferencing systems is also provided. Additional benefits such as single point of contact for the departments IT needs and active software management are also provided. Contracted Support is charged annually based on the number of devices being supported.

AVAILABLE TO: Faculty | Students | Staff

FUNDED BY: Self-supported

  • Two-hour response time, and availability of after-hours support for emergencies
  • Dedicated staff member (or portion of staff member’s time, based on size of supported department)
  • Single point of contact for IT needs for the department
  • Proactive support of full life cycle of computers and peripherals from procurement to asset retirement
  • Active software management of covered computers, including provision of standard software and controlled release of security patches and antivirus updates
  • Assistance with university-supported video conferencing systems
  • Personal device assistance for connection to University email

Requirements

  • Requests for this service must be approved by the unit’s business manager
  • Supported devices must be university-owned
  • In order to provide the best level of service, we recommend purchasing standard configurations that can be directly serviced and repaired by ACCC technicians
    • These include Lenovo (found at http://cdwg.com/accc ) and Dell computers (found on iBuy), along with Apple computers

Cost

Contracted Support is charged annually based on the number of devices being supported. ACCC will consult with the requesting unit to identify their costs.

C-Stop, BSB

1007 West Harrison Street, Behavioral Sciences Building (BSB), Learning Center, First Floor, Chicago, IL

Service Level Agreement

Service Request Fulfillment Time Two hour call back time. Request for new contracted support will be reviewed and discussed through scheduled meetings.
Incident Resolution Time Varies depending on the severity level of the technical issue, availability of the staff/faculty member, their machine, and time needed to resolve the technical (hardware, software or both) issue and if replacement hardware parts are required. Best effort is put towards resolving the incident in no more than 5 business days.
Service Availability Available Monday through Friday between 8:30am and 5:00pm, with on-call staff available for after-hours support, as required, for emergencies
Maintenance Window(s) Approved ACCC maintenance window(s)
Service Notification Channel(s) ACCC Service Notices, REACH distribution email list
Reviewed to Ensure SLA Meets Business Requirements Provisional SLA
Date Reviewed Provisional SLA
Service Owner: Anthony Marino