Page tree

Versions Compared

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.

Unless otherwise specified, an initial response to a service request should be received within 15 minutes.  Additional target times / durations to complete your request are detailed below.

Communication Service

  • Mailbox creation: 
    • Exchange (30 minutes to complete)
    • Gmail claim or special Exchange (TAMU IT SLA)
  • Shared mailbox access for group (30 minutes to complete)
  • Assistance with existing Listserv (30 minutes to complete if owned by Liberal Arts IT; otherwise, TAMU IT SLA)
  • Assistance with Listserv creation (30 minutes to complete if owned by Liberal Arts IT; otherwise, TAMU IT SLA)
  • Publishing digital signage on existing hardware (1 hour to complete)
  • New digital signage hardware (1 day to spec + 4 hours to install + vendor SLA for delivery of equipment)

Computer Account Creation

  • With all necessary documents attached to request (30 minutes to complete)
  • Without all necessary documents attached to request (3 days to acquire from department or human resources)

Desktop Service

  • Troubleshooting: 
    • Simple Resolution (1 business day)
    • Complex resolution (3 business days)
  • Hardware Maintenance: 
    • Warranty (Vendor SLA - 2 business days for Dell. Completion and deployment on 3rd business day)
    • Microcomputer repair warranty (Vendor SLA + LAIT follow-up every 2 business days until completion)
    • No warranty (Contact with user, dept. head and business office for direction + Vendor SLA. 2 business days until unit is replaced either permanently or with a loaner)
  • Software Installation (Supported software available upon request):  
    • Imaging, updates and standard software (2 hours without interruption; 1 business day with interruptions)
    • Requested software simple (30 minutes or less) - standard college offered software (Browser install, update or patch)

    • Requested software complex (1 business day unless vendor is required and then 1 day + Vendor SLA) - vendor supplied software (SAS, AutoDesk, etc.)
  • Vendor liaison (TAMU IT, ITS, IMS and external vendors):

    • Vendor SLA
    • Follow-up contact with vendor every 2 business days until task completed.

Networked File Storage

  • Personal Storage (H drive) on college network
    • Initial standard quota is 5GB5 GB.  Quota increased by user request.  Backed up daily.  Incremental backup maintained retained for only 30 days, after which recovery to old version of data is no longer possible.
  • Departmental Storage (S drive) on college network
    • Initial standard quota is 5GB5 GB.  Quota increased by user request.  Backed up daily.  Incremental backup maintained retained for only 30 days, after which recovery to old version of data is no longer possible.
  • Research Storage
    • Liberal Arts IT will support research storage devices but is not responsible funding hardware.
  • File Recovery Issues (3 days to complete)

Printing & Scanning

  • Printer/Scanner access issues (4 hours to complete)
  • Scan to email
  • Scan to network file share for high volume users