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We provide the following services to our subscribed customers:
We will install, configure, and troubleshoot supported hardware. If necessary, we will research the problem and contact the vendor for solutions. We will arrange for repair of supported hardware. (The customer must pay for any repair cost separately). We will provide, upon request, hardware specifications for new equipment, and arrange with the customer procedures for deployment and replacement of subscribed equipment.
For hardware not on the supported list, we will install, configure and do basic troubleshooting on a best-effort basis.
We will install, configure, and provide in-depth troubleshooting of supported software for Windows and Macs. If necessary, we will research the problem and contact the vendor for solutions. The customer is responsible for obtaining the software media and licenses. The list of supported software is normally updated at the start of the fiscal year. Supported versions may be updated to newer versions when necessitated by security patches and bug fixes. The customer will be informed of old versions of supported software that will be moved to unsupported to ensure that upgrades are done beforehand.
For software not on the supported list, we will install, configure and provide basic trouble-shooting on a best-effort basis.
We do not provide training on how to use software but will assist the client in getting started with using software depending on the staff's familiarity with the software.
We will regularly visit customers' campus sites for preventive maintenance of supported equipment. These visits will be arranged with the customers.
We will install and configure networking hardware and software on supported equipment. We will help customers coordinate their networking needs with vendors.
We will provide administration of subscribed servers. This will be limited to file and print services, account administration for subscribed customers, support for supported server OS, joining the campus active directory, and access to networked resources.
We will provide technical assistance to customers in their dealings with vendors and other service providers for the supported equipment and software. This will include setting up access to centralized campus computing resources such as CalMail, CalAgenda, UCBackup and CalNetID.
A DOCS Team will be assigned to each Contract Group subscribed to our service with a team member designated as the primary DOCS support staff and another as backup support. The Contract Group should have a Contact Person who will submit service calls
Such Contact Person will prioritize the tasks to be done by the DOCS staff.
If the Contract Group does not have a designated Contact Person, special arrangements should be made with DOCS.
Once a service call is received, DOCS staff will contact the customer within a business day to resolve the problem or set up an appointment.
The Customer Contact Person, when available, will designate service requests that are considered urgent. These will include the following:
Requests for urgent services should be made to a designated phone number (IST Service Desk) and to the IST Ticketing System using the group’s designated help email account with the word “Urgent” in the subject line. The DOCS support staff will contact the customer within an hour. If no such contact is made, the customer should call the IST Service Desk again.
Our staff are available for on-site work from 9 a.m. to 5 p.m. , Monday through Friday, except for administrative holidays and the campus energy curtailment period. For urgent service requests, we will try to resolve the problems outside the regular work hours on a best effort basis.
Subscription starts at the beginning of the month that the machine is subscribed up to the end of the fiscal year, pro-rated as necessary. A machine may be removed from subscription service at the end of any month by the client or by DOCS given a one- month notice. DOCS will reimburse the remaining months of service. DOCS reserves the right to not subscribe a machine that was unsubscribed before.
Any request for service outside the scope of this SLA will be done on a project basis and will depend on available staff time and expertise. This will be on a best-effort basis with no guarantee on results. Hourly charges may be applied.
A subscription is a desktop or laptop running one OS and with a single user, or a server providing services for a single contract group.
DOCS support staff will have administrator privileges on subscribed machines, the use of management, security maintenance and trouble-shooting tools, and remote access as necessary. DOCS staff will use administrator privileges only to provide DOCS services to subscribed machines. Whenever remote access is necessary, DOCS staff will make arrangements with the customer.
Customers will normally not have administrator access on the Windows PC or root access on the Mac that they have subscribed to DOCS services. If this is necessary, it will have to be approved by the customer’s manager. Problems associated with the customer's use of administrator privileges may result in those privileges to be taken away.
DOCS services can be provided only for equipment that's located on the UC Berkeley campus and in other areas acceptable to DOCS.
A minimum of five machines must be subscribed per group. This minimum may be waived for groups that have fewer than five machines, if DOCS determines that cost-effective service can be provided.
Subscribed machines should have UCBackup for backups of important files. DOCS will install and configure the backup client software, and set and test the backup schedule. The customer is responsible for ensuring that the backups run as scheduled. Since there is always the possibility of files being lost when work is done on a customer's machine, it is the customer's responsibility to make sure important files are backed up.
DOCS will set up and configure the customer's workstation or server for restoring files from the backup system. The customer is responsible for restoring files. DOCS will assist the customer as necessary.
When migrating from one subscribed machine to another, the customer is responsible for ensuring that all files to be migrated are made known to the DOCS staff and that the migration is completed in a satisfactory way before disposing of the old machine. For complicated data migration, as in migrating from one platform to another, an hourly fee will be charged.
Subscribed machines should meet the “Minimum Standards for Security of Berkeley Campus Networked Devices”.