DSS Partner Service -- With Signed Agreement

A DSS Partner service agreement is signed between DSS and the department/lab, unit, or school for the term of one-year, as agreed by both parties. Terms include:

• The department will receive as many dedicated resources as contracted for in the initial agreement, therefore the cost for this service is specific to the agreement with each department.
• Dedicated resources work 30 hours a week at the department's work and the remaining 7.5 hours a week completing DSS tasks, training, etc.
• Dedicated resources work 8:30 a.m. to 5 p.m. except during special projects that may require overtime.
• Should the work necessitate hours beyond the agreed-upon 30-hours per dedicated resource, the additional hours will be approved by the customer in advance and will be charged accordingly.
• Service response outside of the dedicated hours is guaranteed in under four hours. Please note that this is response time and not time to completion. If a ticket is entered into the Web system after 5:00 p.m., the 24-hour response time begins at the start of the following business day.
• Four hour response time via the Web depends on the user choosing the correct department on the Web form. For preferred service customers, this will generate a page to the primary consultant.
• A customer-oriented Web site will be provided by DSS with information specific to the customer, such as recommendations for hardware and software purchases as well as informational one-sheets about customer specific issues.

Services include:

• Assistance with maintenance of virus definitions on all desktop machines.
• Setup of regularly scheduled, automatic maintenance on machines where applicable (e.g. scandisk, Norton Utilities, etc.).
• Setup of new machines as needed.
• Ongoing maintenance of NUIT suite of applications, including upgrading when necessary.
• Consulting services for software licensing/purchasing including maintenance of licensing database, etc.
• Consulting services for hardware purchases including maintenance of hardware inventory database, etc. Hardware inventory is currently limited to desktop CPU information and printers if requested.
• Proactive technology recommendations such as timely suggestions for upgrading software and hardware, and specific upgrade suggestions, in addition to the information posted to the department-specific Web site.
• Once a month, a report will be provided outlining the work performed from the previous month. An example of this report can be provided upon request.
• Every two weeks, the designated customer contact and appropriate DSS staff will meet briefly to discuss planning, priorities, or other coordination issues that define the customers objectives and how these objectives are being met.