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Service Level Agreements Provide Priority Computer Support to Lab Organizations

The Mac/PC Support Group (MPSG) is now offering Service Level Agreements (SLA) to Lab organizations. These agreements provide priority support service for a monthly charge ranging from $90 for Lab-standard computers to $120 for non-standard units (as long as they fall within the range of systems the MPSG can support). SLA customers will be assigned a primary MPSG staff member who will give priority to systems covered under the SLA. To make the arrangement cost-effective, SLAs require a minimum coverage of five computers in the same vicinity.

The SLA will involve quarterly preventative maintenance checks, which are expected to help prevent most emergency calls by anticipating and solving small problems before they develop into major ones. In addition, wherever possible, MPSG will utilize excess equipment to build a backup system as an emergency replacement for a system managed through the SLA agreements.

For more information, call the Help Desk at X4357.