CNS Standard Desktop Support
(10-13-09)

    1. End-user support for standard desktop PCs and Macs (see standard hardware list)
    2. Connectivity to and setup of Printers, and computer peripherals: mice, keyboard, USB connectivity, and power strips.
    3. Coordination of vendor support for printers
    4. Connectivity to Network Server Shares: personal and shared drives
    5. User Account setup and maintenance
    6. Analysis and problem resolution of standard desktop and laptop hardware and standard applications
    7. Hardware and software procurement assistance: create e-quotes
    8. Hardware installation of new or loaner fixed-cost computers
    9. Software installations: standard applications, patching, approved exceptions
    10. Hardware inventory services: tracking of fixed-cost equipment, age-reporting from inventory (initial inventory)
    11. Software inventory and license tracking assistance (Does not include licensing costs)
    12. Diagnostics of computer malware: trojans, virus, spyware
    13. LAN and network connection troubleshooting (New network drops not included)
    14. Call tracking and reporting
    15. Orientation for new users and basic training for existing users
    16. Standard customer surveys
    17. Periodic audits
    18. Basic resource utilization reporting
    19. Basic budget planning for depts/divisions
    20. Inventory changes: fund/dpa, location, user, adds, deletes
    21. Support of non-computer peripherals that are quoted by CNS as supportable (copiers, local printers, scanners, cameras)
    22. Facilitation of new network connections (wiring, quotes, etc)
    23. Analysis and processing of exception software requests
    24. Workstation and media disposal
    25. Travel to non standard locations (See CNS standard support locations)
    26. Disk quota entries increased

 

Desktop Support Charge per Hour
(10-13-09)

    1. Remote Access assistance (VPN, home computer setup etc.)
    2. User account setup that involves moving emailboxes from one domain to another
    3. estoration from backup tape of files lost or deleted by user
    4. DPH access assistance (Invision, LCR, Citrix, ESA, Chartscript, remote access, etc.)
    5. Conference room AV support
    6. Initial inventory of fixed-cost equipment
    7. Specialized workstation backup and support (e.g. GI Provation)
    8. HIPAA Compliance and risk assessment (servers and workstations accessing or storing PHI)
    9. Adding new or existing desktops to CNS standard configuration (adding new group, lab, project, multiple users to one computer, etc)
    10. Adding new groups of accounts and account conversion (adding new group, lab, project, etc)
    11. Classroom training
    12. Requests that are deemed as customized desktop support, e.g., new requirements to comply with federal, state, or campus regulations, facilitation of office moves/relocations, single-signon, auto-logon to Citrix
    13. Support for non standard laptop and desktop systems (see standard hardware list)
    14. Support for non standard Operating Systems (see standard hardware list)
    15. PDA support (including Blackberries, Treos, Palms)
    16. Moves, space remodeling projects, etc.
    17. Other work items or projects not described above.
    18. DPH tokens assigned and re-assigned
    19. Distribution List: add, changes, deletes
    20. Resource Account creation

     

    Server/Network Services Charged per Hour
    (10-13-09)

    1. Web hosting
    2. Application hosting
    3. Application development and troubleshooting
    4. File hosting
    5. Anti SPAM (email)
    6. Anti Virus (email, and server)
    7. Server backup
    8. System log auditing
    9. Disaster recovery
    10. Offsite backup storage with Iron Mountain;
    11. System security activities (host based and hardware firewalls, centrally managed virus scanning engine
    12. Operating System tuning and support includes patch management
    13. Real time system health monitoring of servers
    14. Operations project management (moves, compliance, new applications, etc.)
    15. Project estimation
    16. Technical resource management and allocation
    17. Project budgeting and planning
    18. Coordination with DPH and campus IT partners
    19. Systems analysis and requirements gathering
    20. Meeting facilitation
    21. Usability testing
    22. Problem resolution
    23. Change management.
    24. Audits
    25. Restores from backup

    Phone: 415-206-5126
    Email: support@sfgh.ucsf.edu

    Revised: 11-5-2009