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University Technology Services


Service Agreements

Desktop Support

University Technology Services provides support for desktop and laptop computers to ensure maximum efficiency. From administrative and faculty computers to digital classrooms and student labs, UTS is the best choice for comprehensive and competent technology service.

Services: 

UTS teams will work with colleges and departments to help determine specific needs and requirements of each computer covered. Under a Desktop Support Service Agreement, UTS teams will keep desktop and laptop computers running at peak performance. UTS also services peripheral equipment such as printers, scanners, PDA's and other digital devices. In addition, UTS will also:

  1. Meet and discuss general requirements to determine the needs for desktop support SA.
  2. Designate departmental contacts and/or network administrators from the department or college.
  3. Provide professional and technical UTS support staff to coordinate work with departmental contacts to resolve issues related to the covered computers. Provide support through the UTS Service Desk at 777-1800, M-F 8AM to 6PM.

Standard Configuration:

UTS installs, configures and maintains the hardware, operating systems, virus protection, security patches and supported software for servers covered by a Service Agreement. The following service matrix defines the Desktop Support SA:

Features Plan Charges
Comprehensive computer support $25/per month per FTE (must include entire department)
Comprehensive lab support $25/per month per non-employee computer (lab or kiosk)
Performance monitoring, troubleshooting and diagnostic service Included
File/Print and Application server support Included
Daily and weekly backup of server Included
Up to 100 GB SAN for server data Included
Peripheral equipment support Included
Computing project support Included
Server backup Included
Confidentiality of data stored on server Included
UTS Service Desk support including on-call services Included
Warranty service for Dell and Apple equipment Included

Hardware & Software:

  • Dell
  • Apple
  • Windows
  • Macintosh
  • Solaris
  • Linux (SuSE 9.x and 10.x, Red Hat Enterprises – RHEL – 3.x and 4.x)

Service Metric:

The UTS performance objective is 99% uptime excluding scheduled maintenance times. UTS strives to make servers available 24-hours per day, seven days per week, 365 days per year. However, server access is dependent upon network infrastructure, DNS services and data center power and cooling, all of which can impact uptime. Scheduled maintenance and downtime will be communicated through the IT Connection, http://itc.sc.edu .

Billing:

Billing is done on a monthly basis. Disk space usage and data backup will be monitored on a monthly basis. Customers will be notified if their storage space exceeds the initial allotment. Customers will not be billed for additional disk space unless they exceed their allocated disk space for 2 consecutive months.

Costs
$25/per month per FTE (must include entire department)
$25/per month per non-employee computer (such as lab or kiosk computer)
Current cost is based on 2010-2011 University of South Carolina rates. Costs are subject to change based on ongoing financial evaluations. Prior notification of rate changes will be provided 30-days in advance to all affected customers. Click here for an entire list of UTS Rates.


Backups:

UTS will be responsible for the nightly database and server backup. Restorations resulting from server hardware failure are made at no charge. Site restorations at the customer request will be billed at the standard UTS Labor Rate of $75/per hour. Individual data backups are retained for a period of 30 days from date of creation.

Restricted Data:

Data categorized as Restricted Data may not be released in any University E-mail unless approved by the data steward and a security assessment is performed. Restricted Data items are defined as data that the University of South Carolina is required by law to protect, or where the compromise of the data could lead to significant negative/undesired consequences. Access will be limited to authorized employees who are mandated to protect it. Employees who have access to this data cannot disclose or use the data without explicit approval of the data steward for the designated purpose. 
Including, but not limited to: Student, medical, or Human Resources records; Social Security numbers, Personnel Records, or identifiable personal Information; financial transactions, donor records, credit card data, or information on prospective students.

Ordering: 

Please contact our UTS Service Desk at (803) 777-1800 or use our Self-Service Portal.