Overview

Our current IT Field Services (ITFS) catalog, below, provides you with a means to compare Medical Center, Campus Basic and Campus Premium service levels. 

The recharge rate for hourly service is $127 per hour for ITFS services that are not covered under subscription. This rate is subject to change every year. For any questions regarding our services, please email us: [email protected].

Response and resolution targets for Incident Interruptions

Incident Interruptions are unplanned events that negatively affect the quality or normal operation of an IT service (e.g., Outlook stopped working, computer is unable to boot, loss of network connectivity). New additions, changes or modifications to an existing service are considered Requests and handled under the Request SLA.
Note: An issue affecting the immediate health and well-being of a patient will receive a response within 1 hour. 

Response Time Targets do not include IT Service Desk processing time. 

• Phone calls are generally answered in under 60 seconds 80% of the time, with another 15 minutes' processing time. Expect higher wait times during the peak hours of 8 am to10 am, Monday through Friday.
• Online Chat is answered in under 5 minutes Monday through Friday, 8 am to 5 pm, excluding weekends.
• Web- or email-submitted tickets are processed in under 24 business hours.

Response and resolution targets for Requests

Requests, also referred to as "planned events," are new additions, changes or modifications to existing IT services. New computer orders, setup of existing computers and new software installations are considered Requests. 

Supported hardware and operating systems

Personal or non-UCSF–owned  workstations are supported on an hourly basis for all service tiers. Non-UCSF Health and non-UCSF Computer Depot standard models are supported on a best-effort basis.

Supported smartphones and tablets

Supported print devices

IT Field Service (ITFS) support is limited to print function only and does not include hardware.  

Campus customers may contact the Print Management Program or a 3^rd-party vendor of your choosing for support.

Medical Center customers will be referred to PrintSmart print services.

Supported label printers 

Supported software and applications

Standard software listing 

• Adobe Acrobat Reader
• Adobe Creative Suite (license not included)
• Adobe Photoshop & Illustrator (license not included)
• Box
• Cisco Jabber Unified Communications
• Cisco Jabber Video
• Cisco WebEx
• Dell Data Protection Encryption (DDPE)
• Endnote (license not included)
• Microsoft Office (2016 and 365)
• Microsoft Office for Mac (2019 and 365)
• Microsoft Project (license not included)
• Microsoft Visio (license not included)
• Pulse Secure VPN
• Symantec Endpoint Protection
• VMware Fusion (macOS)
• VMware Workstation (Windows)
• Zoom web conferencing

Other ITFS services