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Service Level Agreements Can Keep Computers Up to Speed

Beginning Oct. 1, the Mac/PC Support Group will offer dedicated desktop support at a fixed cost to Lab groups of five or more computer users. This service will be provided through service level agreements, or SLAs. The SLA will entitle users to regular preventative maintenance service, which includes upgrading operating systems and loading security patches and service pack updates for Lab-standard software, but would not provide new versions of software. It will also entitle the user to normal repair service, but would not include the cost of any parts that need to be purchased. To make the arrangement cost-effective, SLAs require a minimum coverage of five computers in the same vicinity.

For Lab-standard computers, the cost is expected to be $90/month. For non-standard systems, the cost will be $120/month. The rates are based on expected costs and industry-average charges for similar service.

"We think the SLAs will be a good investment, in that our regular service charge is $90 an hour," said Charlie Verboom, desktop support manager in the Computing Infrastructure Support Department. "With an SLA, a group of users will be assigned a main point of contact for all calls, which means that the technician will already be familiar with of the computers, and not have to start from scratch."

A prime benefit of having a Service Level Agreement is same-day priority service on help requests. The assigned technician will also become knowledgeable about the group's computing environment and have a better understanding of the users' needs, and therefore be in a better position to make suggestions for improving computer reliability and productivity.

But SLAs may not make sense for all systems. If you have an old Pentium or 486 that does just a single task and is perhaps used for data collection or infrequent use, then it may be more cost-effective to pay for repairs as needed. On the other hand, if you are a user of corporate systems (Procurement Card, Janus, FMS or HRIS for example), then you would probably benefit from this kind of agreement.

It's also important to remember that not everything would be covered by this kind of agreement. For example, if your computer has a problem with software you installed or you have a need for some non-Lab standard software, then assistance would result in an extra charge.

The agreement would cover problems relating to PCs and standard software loads acquired through the Basic Ordering Agreement with Micron. Here is the standard load for a Micron.

According to Verboom, offering SLAs will help improve support services for all users. "By having a more predictable workload, and being able to do preventative maintenance and upgrades to software before the lab's corporate systems require them, we can level out our effort and do a better job for the customer," Verboom said.

The Mac/PC Support Group is interested in your opinions. If you have any suggestions or questions concerning this change to desktop support, provide us some input.