Deskside Support
version 1.0 09.2025
Overview
This service level agreement defines technical support services provided by FSE Engineering Technical Services (ETS) to FSE Units and Schools participating in the FSE Unified IT service delivery model over the Service Term. Services not covered by this agreement fall outside the scope of support. Partners may adjust these responsibilities through a separate MOU.
Definitions
- ETS: Engineering Technical Services, or service provider
- Partner: Department, school, or business unit receiving support services
- Service Term: One fiscal year, spanning July 1 to June 30
- MOU: Memorandum of Understanding; a separate document that defines unique circumstances not covered in this SLA
Amendment Process
Amendments to this agreement require a separate MOU, with director approval from ETS and the Partner.
Termination Process
Either party may terminate this agreement by providing written notification to the other party ninety (90) days in advance of termination.
ETS Provides
Security Incident Response and Resolution
- Response and resolution to security incidents identified by ETS and Enterprise Technology (ET), including anomalous traffic, denial of service (DoS), improper system change, infected device, lost or stolen assets, malicious code, phishing email, spoofed email, unauthorized access, and website defacement
- Vulnerability remediation for endpoints, assets, and systems
- Advanced troubleshooting of reported incidents
- Coordination with ET for escalation of security events
Hardware and Infrastructure Support
- Management of IT infrastructure, including endpoints, servers, storage, and networking components
- Ensure that any modifications to a system’s configuration are controlled, documented, and authorized, minimizing the risk of introducing errors or disruptions.
- Administer changes to hardware and endpoints to ensure systems operate as expected
- Verifying that systems are in their desired state and compliant with established security policies and standards
- Management of network configurations, ensuring network connectivity and security
- Recommend computer hardware based on expected need
- Assist with the procurement process for technology-related equipment
- Provide on-site support for reported equipment failure
- When necessary, facilitate the repair or replacement of computer equipment
- Inform the Partner that warranty support for computer equipment is expiring
- Consult and recommend hardware refresh or warranty renewal for computer equipment
- Perform asset management for endpoints
- Assist with the disposal (ASU Surplus) and re-assignment of technology-related equipment
Operating System Support
- Management of the configurations of operating systems (OS) on servers, workstations, and other devices, ensuring they are consistent and secure
- Deployment, configuration, and management of Windows and macOS common images and operating systems
- Configure and apply Group Policy settings relevant to OS deployment
- Regular security patches and OS updates for Windows and macOS
- OS and patch testing prior to deployment
Software Support
- Deploy Windows and macOS common images
- Maintain and configure OS delivery technologies (SCCM, JAMF)
- Configure and apply Group Policy settings relevant to OS deployment
- Test software updates and patches prior to rollout
- Apply security patches and updates for Windows, MacOS
- Management of the ServiceNow software request processes and support for software renewals
- Assist in the required security review/Vendor IT Risk Assessment (VITRA) process for software procurement and technology approval for purchases
- Deployment of software to endpoints
- Support licensing management and renewal using the Engineering License Management Server Infrastructure
Audio/Visual (A/V) Support
- Manage hardware refresh, warranty management, and facilitate repairs with the manufacturer
- Provide on-site support and troubleshooting for A/V equipment in conference rooms and common spaces
- Provide user training on the use of A/V equipment
- Check A/V Equipment frequently throughout the Service Term to assure continued functionality
- Provide basic on-site support, troubleshooting, and facilitate repairs with the manufacturer
- Inform Partner when the A/V Equipment manufacturer’s warranty is expiring
- Consult and recommend a refresh of hardware or a warranty renewal
Event IT Support
- Pre-event consultation
- Coordination with the venue’s on-site technical support
Communication
- Communicate incidents, planned changes, outages, and service expectations through established channels
- Coordination with ASU Enterprise Technology (ET) regarding technology communications and reporting of technology events
- Adherence to ASU technology freeze schedules
Compliance Management and Audit Support
- Manage system and endpoint exceptions and ASU Risk Register entries
- Support the auditing of IT equipment related to ASU and ABOR audit efforts
- Ensure that systems and processes adhere to relevant technology regulations and standards
Partner Expectations
- Establish a stakeholder who acts as the main point of contact with ETS for the Unit regarding this SLA and service delivery, and who can respond to questions about the unit/school’s supported spaces
- Promptly report incidents, requests, and service disruptions directly to ETS
- Adhere to ASU IT Policies and Standards
- Provide performance and process feedback in a timely manner
- Budget for capital replacement of systems in accordance with the hardware refresh 5-year lifecycle
- Remove any system that is not covered under a manufacturer’s warranty (typically 3-5 years)
- Administer non-technical infrastructure and Facilities-related needs, including ISAAC Requests.
Contact ETS
- FSE Technology Support Information (select your unit)
- Business Hours: Weekdays 8 am to 5 pm, except during ASU holidays and academic break periods
- After Hours Support: Call ASU Help Center at 480-965-6500 for urgent, after-hours needs
Response Times
| Severity | Description | ETS Initial Response | ETS Target Resolution |
|---|---|---|---|
| High | Critical. Computer or essential software is completely unusable | 30 minutes | 1 hour* |
| Medium | Slowness, intermittent usability, and non-essential functionality are unavailable | 1 hour | 1 business day* |
| Low | Intermittent functionality is unavailable, with a workaround employed | 4 hours | 7 business days* |
| Request | Non-critical functionality is impacted with or without a workaround in place | 3 business days | 5 business days* |
| Event-based Support | IT support is tied specifically to scheduled events | 3 business days | By event date |
| New Software Deployment | Deployment of software associated with software acquisitions | 3 business days | 2 weeks, unless otherwise communicated** |
| OS Update Management | Deployment of operating system updates | 3 business days | 2 weeks, unless otherwise communicated*** |
| Critical Security Incidents | Security incidents identified by ET or ETS, urgent in nature | Aligned to ASU response times | Aligned to ASU resolution times |
| Vulnerability Remediation | Remediation of system and asset vulnerabilities identified by ET or ETS | Aligned to ASU response times | Aligned to ASU resolution times |
*During Business Hours. If the complexity of the resolution warrants a delay, Partner will be informed of the additional effort required, and an anticipated completion date will be communicated.
All incidents and requests should be reported using the ETS contact information. Upon receipt, ETS will determine request severity and communicate this to the Partner. ETS will provide updates to the Partner until the incident is resolved.
**Software deployment response times may be contingent upon software provisioning timelines from ET.
***Major operating system upgrades require a testing period and are deployed in batches according to a staggered schedule. Patches and updates may be delayed or accelerated for testing or security purposes.