Description

The Basic Support service is an integrated suite of support services for Campus, faculty and staff who use University-owned Windows, Mac, iOS and Android devices.

Note: Standard productivity software and Microsoft Office are included in the monthly subscription fee (see Cost).

Support staff use Bomgar remote-control tools, when available, to provide assistance and service support. Support is provided by the most efficient method available, primarily via chat or over the phone. Also available: remote control assistance, email and in-person visits.

Service features are organized around the lifecycle of a supported computer:

• Plan/purchase
• Deploy
• Manage
• Retire/replace

Plan/purchase

Planning and purchasing support includes:

• Published supported hardware standards
• Licensing for Microsoft Office (MS Visio and Project not included)
• Recommended computer hardware available through our Computer Depot: https://help.ucsf.edu > Request Specific Services >Desktop Services > Computer Request
• Tablet support for iPad and Android devices

Deploy

Deployment support includes 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. Additional support includes:

• Compliance with Campus security policies and other configurations that may be specific to divisions or units
• Connection to 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.
• Physical relocation of computers, if small and limited in scope. Move coordination is by arrangement and at an hourly charge.

Installation of software is not included in the baseline standard except when requested and properly licensed. Customers may be asked to provide installation media.

Mobile phones are deployed with ActiveSync client to comply with security best practices.

Manage

Management support includes administrative rights on devices, granted by exception. User accounts can be given elevated permission to facilitate software updates without requirement of full administrative rights. Support also includes:

• 5GB individual file storage for specific folders, aggregated by department 
• Unlimited UCSF Box storage 
• Management of departmental file shares, at an hourly cost
• Patch management (see ITFS patching policy)

Retire/replace

Retire/replace support includes ITFS coordination of computer disposal via Campus surplus and e-waste programs.

ITFS patching policy

Patch management

ITFS 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 be delayed until the next patching cycle. Patches are applied, usually requiring no user involvement. 

If action such as a reboot is required, notification from BigFix will appear on the screen.

Patch management is available for non-IT Field Services users. For more information, see BigFix Management for Department IT.

What we patch

Operating systems:

• macOS
• Windows 10

Browsers:

• Safari
• Firefox
• Chrome
• Internet Explorer 

Applications:

• Adobe Flash/Shockwave
• Apple iTunes
• Apple QuickTime
• Microsoft Office
• Microsoft Compatibility Pack
• Microsoft development tools
• Digital certificates
• Java

How we patch

For Windows: Updates are pushed simultaneously via BigFix and applied as the workstations pick up the authorized jobs.

For Macs: Updates are pushed via BigFix and are applied (1) as the workstations pick up the authorized jobs or (2) via self-service offers. Alternatively, Mac updates are also available via the native Apple Software Update application.

Windows: When we patch

For noncritical patches, the third Tuesday of each month. Critical patches are released as needed, with adequate client notification.

Windows monthly schedule

2nd week

Tuesday - Microsoft releases patches. CAB submitted.

Wednesday - Tier 1 computers are patched. Enterprise clients are emailed.

Thursday - Tier 1 computers are diagnosed. Tier 1 computers are patched.

Friday - Hold for Tier 2 remediation. 

3rd Week

Monday - Hold for Tier 2 remediation.

Tuesday - Email reminder sent.

Wednesday - Enterprise computers are patched.

Macs: When we patch

For noncritical patches, the third Tuesday of each month. Critical patches are released as needed, with adequate client notification.

Macs monthly schedule

2nd Week

Tuesday - CAB Submitted. 

Wednesday - Tier 1 computers are patched. Enterprise clients are emailed. 

Thursday - Tier 1 computers are diagnosed. Tier 2 computers are patched. 

Friday - Hold for Tier 2 remediation.

3rd Week

Monday - Hold for Tier 2 remediation. 

Tuesday - Email reminder sent.

Wednesday - Enterprise computers are patched.

Software support 

Support technicians will install and upgrade software in response to:

• Customer requests
• Changes to Campus standards
• Security requirements
• Need to resolve problems 

Software may be installed with remote tools.

Supported software is installed on University-owned Windows and Mac computers used for research, instruction and University business. License key and installation media must be provided for software that is not site-licensed or covered in the service.

In accordance with security policy, only software that is being actively updated or patched by the vendor will be installed. Exceptions will be made for University business or business systems that 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 systems or application specialists.

Software function and usage support 

The IT 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 by referring them to help systems, Google, FAQs and other online resources.

For software not on the list, Desktop Support will resolve installation and functional errors when solutions are available.

Hardware support: computer repairs 

Support for computer-warranty repairs includes equipment pickup and drop-off coordination, shipping, tracking, verification of repairs and returns. A computer loaner is available for the duration of a repair or upgrade that requires removal of the machine.

Customers are responsible for the cost of any replacement hardware components for machines that are no longer under warranty.

View the Criteria for Basic Support.

Hardware support: mobile devices

Support staff will provide assistance (1) for configuration and installation to Exchange (email and calendar) and UCSF wireless connectivity on iOS, Android, Blackberry and Windows Mobile smartphones and (2) for iOS and Android devices regarding standard UCSF apps beyond email, calendar and contacts.

All nonstandard devices and apps are out of scope.

Support for 15 minutes or less is available at an hourly rate on a "best effort" basis. Support staff can provide assistance on-site at an hourly rate with a minimum 15-minute charge.

Printing support

Standard networked printing is supported and includes client-side connectivity and printing functionality.

Standards are being developed with (1) Strategic Sourcing, to drive down costs, and (2) Documents Media and Mail, to ensure compatibility with their hardware service.

We provide:

• Triage and troubleshooting of printer problems
• Installation of client-provided driver software for peripherals such as printers, external storage devices and input devices
• Support for multifunctional devices other than printing, provided at an hourly rate

Printer hardware maintenance is required. Maintenance is provided in partnership with the UCSF Documents, Media and Mail managed-printer program.

Cost 

• $60 per FTE per month