Carnegie Mellon University

Service Level Agreements

DSP will be your Departmental Computing Administrator, and provide services as outlined in the Service Level Agreement (SLA) for your subscription level: Business Class or Enterprise Class.

These basic services apply to both the Business and Enterprise Class subscription levels.

  1. All support applies to one device per person.
  2. All support may be provided via remote technology, except under the following circumstances:
    • Hardware failures require onsite pickup or repair
    • Inability for device to connect to the CMU network
    • Installation of a new device
    • Issue cannot be resolved remotely as determined by DSP
  3. Support of standard software licensed by department or university and approved by DSP includes:
    • Installation
    • Setup
    • Troubleshooting
    • Maintenance
  4. Non-standard software (best effort) support includes:
    • Installation
    • Setup
    • Basic Troubleshooting
  5. Hardware support includes:
    • Basic troubleshooting to provide warranty provider with details of faulty equipment
    • DSP assistance in sending device out for repair or calling vendor on-site for repairs

      Note: Each department pays for its own repair costs.
  6. Mobile Device Support includes:
    • Help with basic connectivity to the CMU Secure wireless network
    • Setup and basic support ONLY for CMU Exchange (email, calendar, and contacts)
  1. Base services as outlined in the Basic Desktop Support section.
  2. Initial setup and configuration of departmental Organizational Units, the addition of new employees, and ongoing maintenance.
  3. Serve as the liaison to other Computing Services groups for issues or requests that require additional help.
  4. Configure security policies for customers, adding new employees, and ongoing maintenance.
  5. Connect customers to DSP-supported network printers via managed printer server in Computing Services (for easy access to printers). DSP will connect local (personal) computers to these network printers on a best-effort basis. DSP will facilitate repairs for both in- and out-of-warranty equipment with authorized vendors.
  6. Assist in obtaining new computer hardware by consulting with you about supported models to suit your needs; brokering the acquisition of equipment through CMU-approved vendors; and receiving, configuring, and setting up one new device per year per staff member in your department.
  7. Install monthly and emergency patches and updates to standard software applications (e.g., to operating systems, Internet browsers, etc.).
  8. Complete the initial setup and configuration of departmental and individual folders to shared network storage, adding new employees and on-going maintenance.
  1. Base services as outlined in the Basic Desktop Support section.
  2. Business Class Support as outlined in the Business Class SLA.
  3. Weekly or biweekly on-site support, including 3 hours of on-site support per device per year. For example, if you have ten subscribed devices in your department, DSP will provide 30 hours of on-site support annually. This means that a DSP consultant will be on-site in your area approximately one hour/week (on the basis of 50 business weeks per year).
  1. Non-standard software support (beyond basics) including:
  • Installation and configuration
  • Troubleshooting (best effort), and working with vendors and manufacturers for resolution
  1. Hardware Support (beyond basics) including:
  • Replacement of parts that will not void the manufacturer's warranty (e.g., memory, hard drives, keyboards, etc.)
  • Replacement of parts for out of warranty devices still supported by DSP
  • Installation, configuration, and troubleshooting (best effort) peripheral devices (e.g., card readers, scanners, etc.)

    Note: Each department is responsible for its costs and all liability.    
  1. Disposal of old devices including:
  • Machine wipe and imaging for donation, sale, or to take home
  • Removal of device and work with proper authority for disposal
  • Assistance with the process of selling or donating device
  1. Department meeting support including:
  • Discussion of current issues
  • Discussion of current technologies used at CMU
  • Consultation regarding technologies not currently in use by your department or CMU
  • Review of current technologies used by your department
  • Training your group on current products
  • Review of best practices