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 $82 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: it-questions@ucsf.edu.

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.

Service Level	Degree of Urgency	Response Time Target	Resolution Time Target	Resolved on Time (%)
ITFS Premium	High	<1 hour	<2 bus. days	80%
ITFS Premium	Normal	<2 hours	<3 bus. days	80%
ITFS Basic	High	<3 hours	<3 bus. days	70%
ITFS Basic	Normal	<6 hours	<5 bus. days	70%
Medical Center	High	<3 hours	<3 bus. days	70%
Medical Center	Normal	<6 hours	<5 bus. days	70%
ITFS Hourly	High	N/A	N/A	N/A
ITFS Hourly	Normal	N/A	N/A	N/A

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.

Service Level	Degree of Urgency	Response Time Target	Resolution Time Target	Resolved on Time (%)
ITFS Premium	High	<1 hour	<8 bus. days	80%
ITFS Premium	Normal	<2 hours	<10 bus. days	80%
ITFS Basic	High	<3 hours	<10 bus. days	70%
ITFS Basic	Normal	<6 hours	<12 bus. days	70%
Medical Center	High	<3 hours	<10 bus. days	70%
Medical Center	Normal	<6 hours	<12 bus. days	70%
ITFS Hourly	High	<3 hours	N/A	N/A
ITFS Hourly	Normal	<6 hours	N/A	N/A

Supported hardware and operating systems

Hardware		ITFS Basic	Medical Center	ITFS Premium
Dell	Models	UCSF standards only	UCSF standards only	UCSF standards only
Dell	OS	Windows 10	Windows 10	Windows 10
Apple	Models	UCSF standards only	N/A	All models
Apple	OS	10.14.x through 10.15.x	10.14.x through 10.15.x	10.14.x through 10.15.x
Other Brands	Models	Hourly	Unsupported	All models
Other Brands	OS	Hourly	Unsupported	Windows 10

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

Supported smartphones and tablets

	ITFS Basic	Medical Center	ITFS Premium
Apple	Mail Connection Only - standard UCSF Enterprise Software	Mail Connection Only - standard UCSF Enterprise Software	Mail Connection Only - standard UCSF Enterprise Software
Apple	Mail Connection Only - standard UCSF Enterprise Software	Mail Connection Only - standard UCSF Enterprise Software	Mail Connection Only - standard UCSF Enterprise Software
Android	Mail Connection Only - standard UCSF Enterprise Software	Mail Connection Only - standard UCSF Enterprise Software	Mail Connection Only - standard UCSF Enterprise Software
Android	Mail Connection Only - standard UCSF Enterprise Software	Mail Connection Only - standard UCSF Enterprise Software	Mail Connection Only - standard UCSF Enterprise Software
Windows	Unsupported	Unsupported	Mail Connection Only - standard UCSF Enterprise Software
Windows	Unsupported	Unsupported	Mail Connection Only - standard UCSF Enterprise Software

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.

Devices

ITFS
Basic

Medical
Center

ITFS
Premium

Locally
Attached
Printers
(e.g., USB)

Supported
(1 hour max)

Unsupported

Supported
(4 hours max)

Network
Printers

Supported

Supported

(Click here for
supported
models)

Supported

Multifunction
Devices
(MFD)

Supported for
print/scan
functions only

Supported for
print/scan
functions only

Supported for
print/scan
functions only

Supported software and applications

Software & Applications	ITFS Basic	Medical Center	ITFS Premium
UCSF Enterprise Standard Applications	Supported	Supported	Supported
UCSF Enterprise Standard Software	Supported	Supported	Supported
UCSF non-Standard Applications & Software	15 minutes of support per encounter, up to max of 1 hour; hourly recharge after (best-effort, subject to business justification)	15 minutes of support per encounter, up to max of 1 hour; hourly recharge after (best-effort, subject to business justification)	15 minutes of support per encounter, up to max of 4 hours; hourly recharge after (best-effort, subject to business justification)

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

Service	ITFS Basic	Medical Center	ITFS Premium
Conference Room Support	Covered for first 15 minutes	Covered for first 15 minutes	Covered for first 15 minutes
Device Moves	Covered for same suite only, up to 5 devices at a time	Covered for same suite only, up to 5 devices at a time	Covered for same suite only, up to 5 devices at a time
Loaner Computers	Service Loaner only	Service Loaner only	14-day maximum and based on availability
Loaner Projectors	Hourly	Unavailable	Provided based on availability
Home Wireless	Unsupported	Unsupported	Unsupported
Fax Machines	Unsupported	Unsupported	Unsupported

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