it.ucsf.edu

Basic Support

The Basic Support service is an integrated suite of support services for campus faculty and staff university-owned Windows, Mac, iOS, Android, and Lync devices. Support staff use Bomgar remote control tools when available to provide assistance and service support. 

Standard productivity software, Microsoft Office and Adobe Acrobat Pro are included in the monthly subscription fee.

Support is provided by the most efficient method available primarily via chat or over the phone, with remote control assistance, via email, and through in-person visits. Service features are organized around the lifecycle of a supported computer:

Plan/Purchase:

  • Published supported hardware standards
  • Licensing for Microsoft Office and Adobe Acrobat Pro (MS Visio and Project not included)
  • Recommended computer hardware available through BearBuy and are updated quarterly
  • Tablet support for iPad and Android devices

Deploy:

  • Configuration with a baseline standard set of software including a current operating system, licensed common software applications, anti-virus/anti-spyware software, and remote administration tool
  • Compliance with campus security policies, and other configurations that may be specific to divisions or units
  • Connection to the campus wired and wireless networks
  • Bound to Active Directory for management
  • Migration of customer documents and preferences
  • Configuration of standard network printers
  • Retention of customer data for a minimum of two weeks to ensure completed data transfer. We can also copy data to customer provided media for archival purposes
  • Installation of software not included in the baseline standard when requested and properly licensed. Customers may be asked to provide installation media
  • Physical relocation of computers, if small and limited in scope, is included. Move coordination is by arrangement at an hourly charge.
  • Smartphones deployed with active snyc client to comply with security best practices

Manage:

  • Administrative rights on devices are granted by exception.  User account can be given elevated permission to facilitate software updates without requiring full administrative rights
  • 5GB for individual file storage for specific folders, aggregated by department 
  • 60GB UCSF Box storage 
  • Crashplan backup service
  • Management of departmental file shares at an hourly cost
  • Patch management
      • ITS will provide automated, remote patching for applications on the standard image
      • Patching is done once per month, unless critical security patches are released that cannot wait until the next patching cycle
      • Patches are applied and usually require no action from the user.  If action such as a reboot is required, notification will appear on the screen from BigFix.
      • Patch management is available for non-IT Field Services users. Please see this page for more information: /services/non-it-field-services-system-patching.

ITFS Patching Policy

      • What we patch

        Operating  Systems
        Browsers
        Applications

        macOS

        Safari

        Adobe Flash/Shockwave

        Windows 7

        Firefox

        Adobe Acrobat

        Windows 10

        Chrome

        Apple iTunes

         

        Internet Explorer

        Apple QuickTime

         

         

        Microsoft Office

         

         

        Microsoft Compatibility Pack

         

         

        Microsoft Development Tools

         

         

        Digital certificates

         

         

        Java

      • How we patch

        • For Windows: updates are pushed simultaneously via Big Fix and applied as workstations pick up the authorized jobs.
        • For Macs: updates are pushed via BigFix and are applied as workstations pick up the authorized jobs or self-service offers. Alternatively, Mac updates are also available via the native Apple Software Update application.
           
      • When we patch
         
        • For Windows :
          • Non-critical patches: Third Tuesday of each month
          • Critical patches: Released as needed, with adequate client notification
             
        • Windows Monthly Schedule:

           

          Monday

          Tuesday

          Wednesday

          Thursday

          Friday

           2nd Week

           

          Microsoft
          releases
          patches.

          CAB submitted.

          Tier 1 computers
          are patched.

          Enterprise
          clients emailed.

          Tier 1 computers
          are diagnosed,

          Tier 2 computers 
          are patched.

          Hold for Tier 2

          Remediation.

           3rd Week

          Hold for Tier 2
          Remediation.

           

           Email reminder 
          sent

          Enterprise computers 
          are patched

           

           

           

         
        • For Macs:
          • Non-critical patches: Third Tuesday of each month
          • Critical patches: Released as needed, with adequate client notification
             
        • Macs Monthly Schedule:

           

          Monday

          Tuesday

          Wednesday

          Thursday

          Friday

           2nd Week

           

          CAB submitted.

          Tier 1 computers
          are patched.

          Enterprise
          clients emailed.

          Tier 1 computers
          are diagnosed,

          Tier 2 computers
          are patched.

          Hold for Tier 2

          Remediation.

           3rd Week

          Hold for Tier 2
          Remediation.

           

           Email reminder
          sent

          Enterprise computers
          are patched

           

           

           

  • Software Support 

    • Support technicians will install and upgrade software in response to customer requests, changes to campus standards, security requirements, or to resolve problems.  Software may be installed with remote tools
    • Supported software is installed on university-owned Windows and Mac computers used for used for research, instruction, and university business
    • License key and installation media must be provided for software that is not site license or covered in the service.
    • In accordance with security policy, only software that is being actively updated/patched by the vendor will be installed. Exceptions will be made for university business or business systems which are not compatible with current software versions
    • Remote connectivity via VPN is supported for non-international connections
  • Software Troubleshooting Support 

    • Initial investigation is always provided to determine if the software issue is system or network-related.
    • Problems with some business systems or specialized software may be referred to system/application specialists.
  •  Software Function/Usage Support 

    • The Service Desk facilitates finding documented solutions to requests regarding features and functions of supported software.
    • Service Desk staff will assist customers with application use questions in the form of  referring to help systems, Google, FAQs, and other online resources.
    • For software not on the list, Desktop Support will resolve installation and functional errors where solutions are practically available.
  • Hardware Support - Computer Repairs 

    • Support for computer warranty repairs includes equipment pickup/drop off coordination, shipping, tracking, verification of repairs and return.
    • Computer loaner is available for the duration of a repair/upgrade that requires the removal of the machine.
    • Customers will be responsible for the costs of any hardware components that need to be replaced for machines that are no longer under warranty. View the Criteria for Basic Support.
  • Hardware Support - Mobile Devices

    • Support staff will provide assistance for configuration and installation to Exchange (email and calendar) and UCSF wireless connectivity on iOS, Android, Blackberry, and Windows Mobile smartphones.  
    • Support staff will provide assistance for iOS and Android devices of standard UCSF apps beyond email, calendar and contacts.
    • All other non-standard devices and apps are out of scope and support is available at best effort and 15 minutes or less and hourly rate.
    • Support staff can provide assistance on site for an hourly rate. (Minimum of 15 minute charge)
  • Printing Support

    • Standard networked printing is supported. Includes client side connectivity and printing functionality. Standards are being developed with Strategic Sourcing to drive down costs, and with Documents Media and Mail to ensure compatibility with their hardware service.
    • Support for multi-function devices besides printing is supported at an hourly rate.
    • Provide triage and troubleshooting of printer problems.
    • Printer hardware maintenance is required and is provided in partnership with UCSF Documents, Media & Mail managed printer program.
    • Installation of client-provided driver software for peripherals such as printers, external storage devices, and input devices.
  • Retire/Replace:

      • ITS coordinates computer disposal with campus surplus and e-waste programs.
      • Hard drives are destroyed prior to disposal.

    Cost: $59 per FTE per month