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Service Desk - Tier 2 Services

Base Level Services: 
  • Support for mobile devices and tablets is limited to email configuration and VPN configuration as needed.
  • Application administration support is available 8am - 5pm, Monday - Friday.  except on scheduled holiday closures. After hours incidents can be logged into our ticket queue for next day resolution.
  • Provide Desktop, network printer, peripheral device support and consultation for new software, hardware and technology services. Computer purchase, printer, and peripheral quotes will be provided for replacement and new purchases.
  • Repair Dell and Apple PCs while under warranty through vendor.
  • File server management and support including monitoring and restoring file backups, and recovery of files stored on supported File Servers.
  • Tier two support for network connectivity including network access from the PC to the wall jack.
  • Provide user account management, security group access, email distribution group creation, generic email and calendar account creation, desktop computer imaging, software deployment, PC inventory control tracking, remote desktop support, Windows updates and OS support and approved MAC support.
  • Application Server support for approved Servers
  • Support for mobile devices and tablets is limited to email configuration and VPN configuration as needed.
Service Level: 

Service availability: File Server Availability:  99.5%, 24x7, excluding planned downtime, calculated monthly.

Scheduled and Unscheduled Maintenance: Maintenance time is considered scheduled if it is communicated to user community via system notice 5 days in advance.  Maintenance windows will be planned to occur between 10:00pm and 2:00am when possible.  

Backup and Disaster Recovery: In the event of a disaster, services will be operational in the DRS within six hours

Incident Response: Target is 85%

Incident Response:

Severity Response Resolution
Critical Incident – 20 or more users are unable to use a critical system in order to accomplish University tasks 30 minutes 8 hours
Routine Incident – A problem that affects a user’s ability to use a service 1 business day 3 business days
Services Not Included: 

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Customers Served: 
UNT
UNTS
UNTD
UNTHSC
UNTD College of Law