DESKTOP SUPPORT SERVICES Sample Clauses

DESKTOP SUPPORT SERVICES including: 1. Installation of computer workstation hardware and peripherals. 2. Installation of operating systems and district-owned software onto computer workstations. 3. Configuration of supported personal computers and district-owned mobile devices to function in a network environment. 4. Troubleshooting computer workstation and peripheral equipment problems, documentation and submission of information for items needing repair. 5. Identification of application software problems and reporting to appropriate parties if beyond a simple fix. 6. Workstation hardware and software upgrades, as required.

DESKTOP SUPPORT SERVICES. Vendor will provide problem determination and problem resolution at the End User’s work location within a facility using on-site services which are a combination of deskside support and hardware related support such as break/fix (i.e., hardware maintenance). Vendor will not provide such on-site services to End Users in Locations in Malaysia until Contract Year 3. For equipment that is eligible for hardware maintenance Services and that is assigned to Mobile End Users and/or Remote End Users, Vendor will provide such Services as depot services only, that is, performed at an Vendor-designated repair location. Vendor will identify the designated depot services location and provide ACI the processes Mobile End Users and Remote End Users will follow in obtaining such Services. Where no Vendor repair centre is available Vendor will either replace equipment or provide a loan machine and make good repairs on the defective system. In those instances when physical presence is required to perform desktop services and no on-site resource is available, Vendor will engage and dispatch personnel to address the request and/or resolve the issue. If services are performed by a third party, ACI would be billed directly by the third party. If Services are performed by Vendor, Vendor will invoice ACI for travel and living expenses as Pass-Through Expenses and labor performed by non-ACI dedicated personnel would be billed via the rate card in Schedule C (Charges).

DESKTOP SUPPORT SERVICES. A ‘managed’ desktop is a computer which is configured to run a standard BITC Windows 2000 or Windows XP desktop environment and which is connected to the schools Windows 2000 file server. Version 1 of this ‘managed service’ has been installed in many schools since early in 2000. Version 2 of the managed service will be designed and agreed between BITC and school representatives during 2003 and will be implemented at all schools following introduction of new server systems (see para 2. 3.1 Server Equipment). Some service arrangements for desktop equipment defined in this SLA vary depending upon whether a desktop system is ‘unmanaged’ or is a Version 1 managed service system. Any special arrangements applicable for Version 2 managed service desktops will be agreed in parallel with development of the design and will be incorporated into this SLA at a later stage. The following support services will be provided: • Equipment installation • Fault diagnosis and rectification • Hardware repair • Installation and maintenance of system software • Installation of application software • Anti-virus. In order to provide a consistent and controllable level of service it is essential that the services of BITC desktop support staff and third party warranty providers are closely integrated. The school must therefore notify BITC of any new equipment not procured via BITC that it wishes BITC to support. BITC will not be obliged to support whatever equipment a school wishes to install and schools are advised to confirm support arrangements with BITC prior to purchase or acquisition. BITC will be responsible for the installation of all networked desktop equipment. This equipment will only be connected to the schools broadband network if: • it satisfies the minimum technical standards for connection provided by BITC • BITC is able to support the equipment. Desktop services will be provided for all such items of ICT equipment that connect to the school broadband line via a point on the school data network. This includes any peripheral equipment that is connected to a networked computer and any laptop computer which has been configured for network connection but is not necessarily permanently connected. This equipment must be included in the school’s schedule of SLA equipment and be labelled with a BITC asset tag (this asset tag does not denote ownership of the asset). All desktop computer and laser printer equipment must be purchased with a three year on-site warranty. Where the ...

DESKTOP SUPPORT SERVICES. ● Maintenance ● Desktop ● Anti-virus and Intrusion detection agents ● Secure remote desktop admin ● Software distribution/security patches ● Repair and/or replacement (if required) of End User Equipment that malfunctions during Term with appropriate pass-through charges. ● Detection, Protection, Monitoring services of devices and networks ● PBX, voice and data circuits ● Firewalls ● Remote Access ● Network ● Network Scans ● Network File Shares and Data Migration The following Services provided to all remotely located Buyer end users, regardless of whether or not the end user is located at a Shared Space (but not to the extent Buyer has moved end users from a Shared Space to a new Buyer space): ● Infrastructure/Connectivity (applications) ● Office365 (email, calendar) ● iPhone Active Sync -Exchange servers ● Advanced Email Threat Protection services ● Email migration support services

DESKTOP SUPPORT SERVICES. Manage desktops (Physical and Virtual)

DESKTOP SUPPORT SERVICES. IBM will provide assistance with problem determination and problem resolution at the End User’s work location within a Facility using on-site services which are a combination of deskside support and hardware related support such as break/fix (i.e., hardware maintenance). IBM will use VMU’s SMS tool: (a) for Image Development and software distribution and (b) to perform Remote takeover of Wintel desktops and laptops.