Student Affairs IT Service Level Agreement

February 2011

This is a standard Service Level Agreement (SLA) for Student Affairs IT. This details the assistance that is covered for departmental computer support.

Hours for operation and contact information:

  • SA IT hours of operation; Monday - Friday, 9:00am - 5:00pm
  • Register a service request through the Tracks system:
  • Over-the-phone assistance is available. Help desk can be contacted via phone: 824-1786

SA IT will provide support and troubleshooting for the following:

  • Windows desktop and laptop computers
  • Macintosh computers and laptops
  • Printers, both local and network
  • Network copiers
  • Monitors
  • Peripherals - as such keyboards and mice
  • Smart Phone configuration to access UCI services
  • Network connectivity
  • Server support and maintenance

Software support will be provided for the following:

  • Support will be provided for but not limited to - Operating systems, Microsoft Office, Internet Browsers, Adobe Software, Apple Software, email applications, Anti-virus software and other security software
  • Software updates and patches for desktop and laptop computers will be installed as needed
  • Email support will be provided

Terms and conditions:

  • The customer is responsible for software licenses for all installed applications. SA IT will work with the customer to obtain and manage software and licenses for all installed applications and upgrades.
  • SA IT will work with the customer to purchase parts on the customers account to facilitate repair. Parts will not be purchased without customer/end-user consent
  • There will be no remote access without the knowledge of the end-user
  • All passwords and special account access will stay secured with the end-user