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Service Level Agreement


Computer Help and Repair

The Help Desk supports the entire Brandeis community:  faculty, staff, and students.  It is located on the first floor of the Goldfarb Library halfway between the two entrances.  Hours for the Goldfarb Library, and thus the Help Desk, vary throughout the academic year and summer sessions.

The Help Desk's mission is to ensure the following whenever possible for Brandeis community members:

  • Computers start up and connect to the campus network.
  • Computers remain free of malware.
  • Applications launch and are ready for use.
  • Community members can access appropriate University systems.
Help Desk staff will respond to requests within one business day, and will make every effort to expedite problem resolution.

Problem resolution timeframes, depending on customer availability

Computer software problems

  • Within 3 business days if the computer can be brought to the Help Desk
  • Within 5 business days if a site visit is required

Computer hardware problems (after the computer has been brought to the Help Desk)

  • Warranty repairs within 4 business days
  • Out-of-warranty repairs within 7 business days

University systems problems

  • Same day if the problem can be resolved by the Help Desk
  • Variable time to resolution if the problem must be escalated, depending on problem nature and severity

Response and resolution times may be longer on holidays; at times when classes are not in session; and during periods of peak volume, especially during the beginning of the Fall semester.

Problem resolution service levels

Faculty and Staff Students
University-owned, standard computer Promise N/A
University-owned, nonstandard computer Best effort N/A
University systems Promise Promise
University-owned, standard networked printer Promise N/A
Personally-owned computer (on campus) Best effort Best effort
Other devices Best effort Best effort
Personally-owned computer (at home) Light phone support Light phone support

For service questions or concerns, please contact Anne Livermore Rookey, anne@brandeis.edu, 781-736-2080.

What do all these terms mean?

Promise:  The Help Desk commits to resolve all hardware, software, or University systems problems.  If a Refresh computer is irreparably broken, the University will provide a replacement.

Best effort:  The Help Desk will make all reasonable attempts to resolve the problem but makes no guarantees regarding successful resolution or replacement of hardware.

Light phone support:  Limited telephone support only for Brandeis-related problems.

University-owned, standard computer:  A computer provided to a faculty or staff member through the University Computer Refresh Program, or any University-owned computer that is the same hardware and software image as a refresh computer.

University-owned, nonstandard computer:  Any computer purchased with University funds that is not the same hardware and software image as a refresh computer.

University systems:  Campus-wide systems such as LATTE, sage, and BUSS.

University-owned, standard network printer:  Generally, Hewlett-Packard networked laser printers with print queues maintained by LTS.

Personally-owned computer (on campus):  Any computer belonging to a Brandeis faculty member, staff member, or student that is brought to the Help Desk for assistance.

Other devices:  Includes but is not limited to local printers, scanners, nonstandard networked printers, and mobile devices such as BlackBerrys and iPhones.

Personally-owned computer (at home):  Any computer belonging to a Brandeis faculty member, staff member, or student, usually a home computer, that is not brought to the Help Desk for assistance.