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Service Level Agreement

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Responsibilities of the User

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BML Information Technology Service Level Agreement

This Service Level Agreement specifies the services that BML IT will provide, what users can reasonably expect, and what responsibilities users have in order for the agreement to be binding.

This document describes standards of service provided by the Bodega Marine Laboratory Information Technology Group (BML IT). BML IT is committed to providing a high level of service to ensure that information technology is effective for all of our users.

This agreement is intended inform user expectations and assure that individuals and departments receive an acceptable level of response to their information technology needs. BML IT service goals are to provide:

BML IT Customer Service

BML IT serves as a centralized point of contact for all computing issues. IT endeavors to enable users through quality service to enhance the capability and productivity of Lab personnel in support of the BML Mission.

Requests for computer installations, maintenance, problem resolution, system changes, or related questions for any of the systems, technologies, or support listed in this document should be directed to:

bml-ithelp@ucdavis.edu
Room W205B
Weekdays 8 AM to 2 PM

After regular hours requests will be handled according to Customer Service Priorities the next business day.

BML IT receives many requests a day. IT staff regularly monitor all logged problems and analyze support trends and user needs and ensuring that appropriate staff and technology are accessible to those in need of assistance. In cases where a problem has not been appropriately resolved in the agreed timeframe, additional discussions and troubleshooting sessions are held to develop and implement the correct solution.

Supported Technology | TOP^

Support will be provided for all standard hardware and software configurations and non-standard configurations where support for such configurations has been negotiated between IT and the user.

IT supports an array of recommended computer hardware, software, operating systems, and network software. This listing is updated on annually with new technologies only after they have been evaluated by IT staff. The suite of supported hardware and software shall evolve with the objective of increasing organizational effectiveness and efficiencies.

Older hardware will be removed from the list when parts can no longer be obtained at a reasonable price or current software is incompatible with older hardware.

Software is removed from the supported list when:

Users are expected to comply with recommended upgrades, at their cost, to new versions of software within 1 year (or sooner, if mandated by a technology change) from when IT adds a software or hardware package to the supported list. Whenever possible, IT will notify users in advance of discontinuing support for legacy hardware or software to allow users to plan on replacement.

Supported technology is divided into three different categories; fully supported, minimally supported, networked only.

Fully Supported

This category refers to University-owned hardware purchased through or in consultation with BML IT.

Minimally Supported

This category includes all University-owned hardware that is not covered in the fully supported category, for example, project specific hardware.

Hardware in this category will be given the ability to connect to the BML network.

The support for this hardware and all the software installed on it (excluding antivirus software) will be the responsibility of the individual who purchased it.

Hardware in this category may be eligible for University licensed software, including software used to protect the system as well as the network, such as antivirus software, software updates, patches, etc.

Networked Only

This category includes all non-University-owned hardware.

Student owned equipment is covered under this category.

Student owned equipment is directly supported only for the purpose of connecting it to the BML network. This support will consist of assistance in assuring that the network interface card is correctly configured for the student's operating system to properly function on the network. It is the student's responsibility to ensure that the operating system software is functioning properly and that the computer is free of viruses, spyware, and adware. Students may schedule a time with BML IT to get assistance with their computer networking.

Faculty and Staff personally owned equipment is discouraged on the BML network, but in certain instances, with pre-approval, IT will provide the support for this hardware to be connected to the network. IT cannot provide any other type of support for this hardware.

Hardware in this category will only be eligible for University licensed software that is used to protect the system as well as the network, such as antivirus software.

Customer Service Priorities | TOP^

BML IT prioritizes all requests according to their urgency to ensure appropriate response time to the service requests received. Service requests with a large impact or problems that prevent individuals from performing their work completely are given a higher priority than other requests.

The following priorities are for service requests that cannot be immediately resolved. The priorities are discussed and assigned during the initial telephone call or email so users will understand the proposed resolution timeframe. Requests slotted within a specific priority level are handled in a first in, first out order.

In some cases, the problem may take longer to resolve than desired, and IT staff will ensure that users are apprised of the problem status. The user will also be contacted and informed of the estimated time it will take to resolve the issue. In all cases, IT will notify the user when the issue is resolved.

Priority 1 - Problems affecting multiple users and causing a cessation of work within the entire enterprise or workgroup. The appropriate technical expert will attend to the issue and begin working on the problem within 30 minutes of the notification being received. IT staff will notify key individuals in each workgroup of the status of the problem every hour until the issue is resolved or a definite timeframe for resolution can be determined. Examples of a priority 1 service request include: a network failure or network performance or security issue, a file server hardware failure, failure of a critical enterprise program, or failure of presentation hardware while a class is in session.

Priority 2 - Problems causing a complex stoppage of work for an individual. The appropriate technical expert will be dispatched to resolve this issue within one hour of the time the call or email is received. An IT staff member will notify the individual of the status of the problem until the issue is resolved or the timeframe required for resolution can be defined. Examples of priority 2 events include: failure of a user hard disk, monitor or keyboard failure resulting in the loss of an individual’s productivity.

Priority 3 - Problems affecting multiple users, which prevent the successful and timely completion of work. The appropriate technical expert will be dispatched within 4 hours of receipt of the call or email for a priority 3 service request. IT staff will notify the individual of the status of the problem at least every 4 hours until the issue is resolved or the timeframe required for a resolution can be defined. Typical priority 3 problems include: printing failures when jobs cannot be re-routed, client-server application failures, individual network connectivity issues that prevent work from being accomplished.

Priority 4 - Problems interfering with the timely and effective work of an individual but not resulting in complete stoppage of work. The appropriate technical expert will be dispatched within 24 hours of receipt of priority 4 service request. IT staff will notify the individual of the status of the problem at least once a day until the issue is resolved or the timeframe required for resolution can be defined. Typical priority 4 problems include: inability to use a particular software package, printer failure when print jobs can be re-routed, or questions within an application.

Priority 5 - Required services to be scheduled within ten working days of the time a request is received. Examples include: audio/visual setups, new and updated applications, new software installations, installation of a new computer, permissions or security changes to access to existing resources on the network. The ten-day timeframe may be extended if additional time is needed to acquire software or hardware. IT staff will notify the individual of the status of the problem at least once a week until the issue is resolved or the timeframe required for resolution can be defined.

Priority 6 - Scheduled appointment to perform requested services. The timeframe for these requests will be negotiated between IT and the user. Examples of priority 6 issues include: upgrading an existing computer, installation of software not required for performance of daily functions. The appropriate technical expert will advise the user of the status of the request, ask for additional information if necessary, and discuss the required timeframe to fulfill the request. IT staff will notify the individual of the status of the problem at an agreed upon frequency until the issue is resolved.

Responsibilities of the User | TOP^

Users should be familiar with the University Policies for Communications and Technology which govern the use of technology at BML.

It is the responsibility of the user to have the skills and knowledge necessary to use technology competently; Users are expected to be familiar with software and hardware relevant to their function. Users should be able to effectively utilize documentation.

IT strongly recommends that personnel do not load software themselves on their computers. Many software packages make changes to system configuration files, and may have potential to disrupt existing configurations. Problems that arise as a result of user/self-installed software (without consultation from IT), including accidental installations of malware and spyware, will fall to the bottom of the priority list and will be addressed as time permits and after all other problems in the queue have been resolved.

Human Resources/and or the hiring manager are expected to notify IT management of new hires and terminations within two (2) business days of an offer being extended or decision to terminate a person’s employment. IT staff will keep this information confidential at the manager’s request. This information is required for a variety of reasons, including maintenance of user accounts, file servers and distribution list (listserv) management. Users concluding their affiliation with BML/UCD should review these instructions.

Security is the responsibility of all computer users and users are cautioned not to share system logins and passwords, nor to save personal identification information on computers. BML personnel should be familiar with and adhere to UCD Policies on Computer Security and Cyber-Safety Standards.

Before contacting IT for problem resolution, users should confirm when the last known good backup of their data files was performed. In general, if you have a back up of your critical data, it will serve to expedite IT service. As a rule, if you are not sure that your data are being backed up, or if you have not backed it up yourself, you should personally confirm that your data are backed up- do not assume that this happens automatically! For those users who participate in IT operated network backups, IT can assist you in determining when your last backup was completed.

Users should attempt to perform preliminary troubleshooting and information gathering prior to calling upon BML IT. To assist in a timely resolution, users should be prepared to describe their problem to IT staff. Relevant and helpful information includes: identifying the hardware and software being used, recording the error message received, and identifying the printer name and location when a printer problem is encountered.

The following steps must be taken before contacting the help desk:
  1. Try re-booting the computer first to see if that takes care of the problem (close all applications, choose Start Menu > restart or Apple Menu > restart). Though a simple reboot can remedy many things, if the issue persists, there may be a more serious problem.
  2. Try looking in the help files for the application being used. There is usually a table of contents and an index available in the help window of the program. This can provide answers to many common questions almost immediately. IT can assist users to resolve application failures, but is generally not responsible for training users on application utilization.
  3. Be prepared to describe the problem. When possible, perform a screen capture of relevant errors to be provided to IT. PC users: use the "Print Screen" key and paste the screen grab into a (.doc) file. Mac users can use the "Grab" utility for screen capture, then save the image.
  4. Check Instructions to see if any of the posted instructions can help you resolve your issue.

Services & Procedures | TOP^

The IT Department strives to ensure that network operations and computer hardware and software are operational 24 hours a day, 7 days a week. However like all utilities, unanticipated interuptions of service can occur. Network services and IT hardware resources are normally available at all times except when essential maintenance to hardware or software is required. If it is necessary to interrupt any service, prior notification will be given and, wherever possible, interruptions are scheduled to minimize their impact on users.

Notification and status updates regarding UNPLANNED outages will be posted by email when possible, or if the service interuption precludes email communication, a notice will be posted at the front office desk until service is restored. If individuals encounter problems, they are encouraged to place a service request with IT staff, email preferred whenever possible.

Some of the service requests made to IT may need to be resolved by other departments or outside organizations. In these cases, IT cannot guarantee the level of responsiveness described herein but will try to facilitate a timely resolution of the issue. Examples of these situations include support for applications not developed in house and applications which are not directly maintained or supported by BML IT (such as DaFIS, PPS, Banner, DESII).

NOTE: IT does not support non-University owned hardware or software. If problems occur with personal equipment, IT will be available for consultation on work-related questions (usually Priority 6 requests), but will not fix any hardware or software problems.

Training | TOP^

Occasionally, in support of client-side software in use by a large community of users at BML, IT will offer or recommend an organized training. Training forums will vary and may include in-house custom developed courses, or training programs offered on-campus. IT will endeavor to recommend a solution that is in the collective best interest in terms of timing, cost, and quality of course content. In most cases, the user will be responsible for all costs incurred for their training requirements.

access to Offices and computers to Complete Work | TOP^

IT prefers to work on computers, printers, or other problems when the user is present to ensure that the user has an opportunity to confirm the problem is corrected, and provide some assurance that an IT repair did not have an unintended consequence on some other application or service.

If IT must enter a work area when the user is not there. IT will do this only when these conditions apply:

In all such cases BML IT abides by the University Communications and Technology Policies.

network usage

Authorized users of BML’s computing and network resources are defined as those individuals provided a username and password, for their own use only, through legitimate BML IT processes. Using another individual’s username and password is unauthorized use.

IT reserves the right to limit access to its networks when applicable University policies or codes, contractual obligations, or state or federal laws are violated.

IT reserves the right to remove or limit access to material posted on University-owned computers when applicable University policies or codes, contractual obligations, or state or federal laws are violated.

Non-University-owned computers which house material which violates the University’s policies are subject to network disconnection without notice.

Unauthorized Network Use

The installation of hubs, routers, wireless routers, and similar devices requires authorization from BML IT.

Skyping and video conferencing should be scheduled during off peak hours, or otherwised authorized by IT staff.

For more information see University Communications and Technology Electronic Communications - Allowable Use Policy

Supported Software | TOP^

IT installs and supports a diversity of recommended computer software for client and server platforms. Typically, only current versions of evaluated software are installed on computer equipment. However, IT acknowledges that all users may not wish to upgrade to the latest software versions. Consequently, troubleshooting and assistance is provided for older software until a formal decision by IT has been made to discontinue this support. To obtain help with any of the listed software, please contact IT staff. Any questions concerning new software that are not in the lists below should be directed to IT staff.

Users are expected to be familiar with relevant documentation to effectively utilize information technology. It is the responsibility of the user to have the skills and knowledge necessary to use the technological tools required for their function. IT will conduct required troubleshooting of problems or issues that arise to assist with making effective use of these software tools, however users are responsibile for understanding how to use their applications.

The following is a list of software versions which IT supports on individual workstations:

Windows Software and OS

Mac Software and OS

Licensing support for JMP, MatLab, LabView, Systat, ArcGIS and others.

NOTE: Support for computer software not specified above may be negotiated with IT. New software may be added to this list after it has been reviewed by IT.

Software Licensing and Purchases | TOP^

The University and BML do NOT have software "site licenses". BML purchases most software licenses through frequently changing, University negotiated, volume purchase agreements via specific vendor contract or through the UCD Software License Coordinator. Some box copies of software are available to University affiliates via the UCD Bookstore.

Please contact IT staff for assistance navigating the available license agreements or for software purchases. These requests will generally be considered Priority 6 (see Customer Service Priorities). Two to three weeks lead-time is considered best practice.

Installing Software | TOP^

IT strongly recommends that in most cases users do not load software themselves on their computers. Many software packages make changes to system configuration files, and may have potential to disrupt existing configurations. IT reserves the right to discontinue support and/or un-install user-installed software (or hardware), particularly if it interferes with the function of other hardware/software installed on the user workstation.

Software installation requests will generally be considered Priority 5 (see Customer Service Priorities). One to two weeks lead-time is generally considered best practice. Problems that arise as a result of user/self-installed software (without consultation from IT), including accidental installations of malware and spyware, will fall to the bottom of the priority list and will be addressed as time permits and after all other problems in the queue have been resolved.

Specialized Departmental Applications | TOP^

In some cases specialized applications, specific to a workgroup or function, are supported in addition to the standard recommended hardware and software configurations. In order to maintain the highest level of security, administration and compliance with the University’s Cyber-Safety policies, IT will manage the creation and distribution of account logins and passwords. For these applications IT will be responsible for maintaining and administering any modifications, patches, upgrades etc .- otherwise, the software will be non-supported. Problems that arise as a result of user/self-installed upgrades, patches etc. (without consultation from IT) will fall to the bottom of the priority list and will be addressed as time permits and after all other problems in the queue have been resolved. Unless mandated by a technology change, software upgrade requests will generally be considered Priority 6 (see Customer Service Priorities). Two to three weeks lead-time is generally considered best practice.

IT makes every effort to cross-train staff members in the use and support of these systems. However, given the rapid change in information technology and available resources, it will never be possible for each member of the IT staff to be fully knowledgeable in the intricacies of all of the specialized applications throughout the Lab. In situations where an emergency or departure of key department staff requires that IT troubleshoot these specialized applications, extra time may be necessary to address problems that arise. IT also reserves the right to recommend that support for some configurations are provided by outside vendors or training be provided, at the cost to the user.

Non-supported Software | TOP^

Users are expected to comply with recommended upgrades, at their cost, to new versions of software within 1 year (or sooner, if mandated by a technology change) from when IT adds a software or hardware package to the supported list. To allow users to plan on replacement, whenever possible, IT will notify users in advance of discontinuing support for legacy hardware or software.

The following are examples of software that are NOT supported: IT reserves the right to make changes to the list of supported or non-supported software at any time.

Supported Hardware | TOP^

IT supports and maintains a variety of computer hardware. The list of approved hardware includes:

Computer and Hardware Purchases | TOP^

As prices drop and capacity/processing power continues to increase for standard PC hardware and software, a specific system specification is not presented in this agreement. Please consult an IT member for more specifics and additional, up-to-date information on pricing and recommended hardware and software configurations. Hardware should be ordered through a request to IT. These requests will generally be considered Priority 6 (see Customer Service Priorities). Two to three weeks lead-time is considered best practice. New computer purchases should be consistent with IT recommendations.

Non-standard Hardware and Software | TOP^

For full support, all workgroups and staff must use standard hardware and software configurations that IT recommends. In some cases, the user may choose to use configurations not recommended or support by IT standards herein described. Support for these configurations must be negotiated with IT management and the resulting agreement approved by both the user and IT.

Specialized hardware, specific to a lab or project may be minimally supported. IT will make every effort to cross-train staff members in the use and support of specialized systems. However – given the rapid change in information technology and available resources – it will never be possible for each member of the IT staff to be fully knowledgeable about the intricacies of the many specialized hardware components. IT reserves the right to recommend that support for some configurations be provided by outside vendors. In situations where an emergency or departure of key department staff requires that IT support nonstandard configurations, the time spent on these issues may be charged back to the user. IT will negotiate this with workgroup management prior to beginning work on the emergency.

Non-supported Hardware | TOP^

The following computer hardware is not supported:

An item omitted from this list does not necessarily constitute supported hardware. Check with IT to confirm if a package is supported.

Hardware Repair | TOP^

If a repair requires parts, IT will specify what part(s) are needed. IT will obtain the part(s) – generally via a purchase order– and the user will be responsible for all costs associated with the repair. IT will seek verbal approval prior to placing any order for replacement parts.

Older, legacy hardware and software is the property of BML and in many cases, IT will disassemble retired hardware/software configurations and make use of any spare parts or other components that are in good operating condition (e.g., memory, cabling, switches. monitors etc.).

Printers | TOP^

Printer problems should be reported to IT. IT contracts out support for standalone and networked printers; turnaround time can be more than a week. IT will follow-up with the individual who reports the problem to ensure that the issue was resolved satisfactorily. New printers should be ordered through a request to IT. These requests will generally be considered Priority 6 (see Customer Service Priorities). Two to three weeks lead-time is considered best practice. Users may use a networked printing solution – where many people in a workgroup access a common printer. IT reserves the right to remove or discontinue support for local printers once they reach their functional obsolescence.

Poster Printing Services

IT operates a 42" high resolution plotter for poster printing, 2-4 days lead-time is considered best practice when requesting poster printing services. Posters are printed on a recharge basis at cost to the user.

Powerpoint is the preferred file type for posters, use of other file types is discouraged and can be unreliable/problematic, please contact bml-ithelp@ucdavis.edu if you cannot deliver your poster for printing as a powerpoint file.

IT will try, but cannot guarantee, that a user's poster will be printed in time to meet their schedule. Printer failures are out of the ordinary but do occur. Please leave yourself enough time to find alternative, off-site printing services if it should become necessary.

Audio/Visual Resources | TOP^

The BML lecture hall features a high resolution LCD data projector. Presentors may use their own laptop for running presentations or they may use the BML lecture hall laptop pc. BML's south wing lounge also has a built in data projector and dvd entertainment system. The BML conference room has an LCD projector as well. Additional data projectors are available to service other rooms/classrooms as needed. Mac users should bring the appropriate laptop to VGA adapter if they wish to use their mac with the BML data projectors.

Lecture Hall Projector Instructions (PDF)

IT staff can be scheduled to assist with A/V set-up, provide troubleshooting, and train users to use the presentation hardware independently.

Presentation rooms are available by reservation. See the BML Front Office Staff for assistance reserving a room.

Audio/visual requests will be considered Priority 5 (see Customer Service Priorities) and are subject to IT staff and equipment availability. One-week lead-time is generally considered best practice.

Computer Backups | TOP^

By request Faculty and Staff computers can be added to the network backup service and backed up daily either at noon or in the evening. Backup sets are recycled at intervals and are not archived. User backups include user profiles, which is the C:\Documents and Settings directory on Windows PCs or the /Users directory on Macs.

Desktop backups include the following:
My Documents (Windows) or Home directory (Macintosh)
Desktop folder
Email stored locally

Desktop backups do not include:
Media files such as music and movies regardless of their location
Secondary hard drives
Any directories outside of the user profile

Faculty and Staff workstations are backed up either at noon or nightly if left on and connected to the department network. Because of the mobile nature of laptops, IT staff cannot ensure that laptops are included in the daily backups. Faculty and Staff who use laptops are encouraged to leave their computer in the office and online during a scheduled daytime backup, or to consult with IT to be added to the daytime backup script if their laptop is physcially removed from the network in the evenings.

Students, graduate students and research laboratories are encouraged take responsibility for their individual backups. IT staff can recommend a solution but will not operate or manage the back up for these users.

For user workstations, as a rule, if you are not sure that your data is being backed up, or if you have not backed it up yourself, you should personally confirm that your data is backed up. Do not assume that this is happening automatically. For those users who participate in IT operated network backups, IT can assist you in determining when your last backup was completed. For all other users, IT is not responsible for the loss of files or data, these users should take their own steps to backup and protect important information.

IT provides reasonable security against intrusion and damage to files stored on central facilities, and provides for some archiving of files based upon the operational needs of BML.

NOTE: BML file servers are backed up selectively and not inclusively, and should not be used for sole source storage.

E-Waste | TOP^

BML IT makes every possible effort to reduce electronic waste and ensure sure that e-waste is disposed of properly. E-waste includes laptop & desktop computers, telephones, servers, hubs, routers, power supplies, batteries, keyboards, mice, printers, etc.

E-waste collections and disposal are coordinated by IT staff several times a year and are limited to equipment owned by BML.

BML IT will NOT facilitate the disposal of personal e-waste.

For personal e-waste disposal please see: