Network and Information Services

Technical Services Service Level Commitment

January 20, 2006

Clackamas ESD’s (CESD) Technical Services Department provides commitments in three key areas within CESD Resolution Services to our districts. These areas are:

Computer, peripherals, and audio-visual equipment repair and maintenance.
Workshops and training in basic preventive maintenance.
Research, evaluation, and consulting.

This document outlines specific commitments for Technical Services.

Repair and Troubleshooting Support

Technical Services provides economical, quality repair and troubleshooting assistance of equipment and software. Technical Services:

Provides repair and maintenance of computer, peripherals, and audio-visual equipment for all public schools in Clackamas County, as well as service for Clackamas ESD programs. Labor is provided under resolution with parts being charged at cost.
Provides repair service of audio-visual and computer equipment to non-resolution educational organizations at a full recovery cost when it can be done without impacting support for in-county schools.
Strives for a two week or less repair turn-around time for equipment repaired in-house.
Provides warranty service for Apple computers and peripherals, as well as other products.
Provides periodic workshops on preventive maintenance and related topics of interest for school district staff.
Maintains a supply of salvaged parts to further reduce cost to clients when possible.
Maintains documentation of service repairs and related parts inventory.
Provides repair reports to the ESD and resolution school districts.

Technical Services Support/Help Desk

Minor problems within the districts are to be addressed to their District Technology team. If the issue is beyond the district’s expertise, then the District Technology Coordinator (or designee) contacts Technical Services staff directly.

Technical Services Services:

Support hours are 7:00 AM – 4:00 PM Monday through Friday except holidays, year round via the NOC Help Desk, 503-675-4049 or techelp@clackesd.k12.or.us.
Repair and maintain computer, peripherals, and audio-visual equipment for resolution clients.
Repair and maintain computer, peripherals, and audio-visual equipment for non-resolution clients on a as time allows and full cost recovery basis.
Problem solving.
Tips/tricks/shortcuts.

Research

Technical Services provides Research based upon new technologies and products that may enhance classroom education and district effectiveness. Technical Services works closely with the User groups and NIS Advisory committees to identify new projects and their priority. This includes research and support for the AV bid list.

Advisory Committee

NIS facilitates two Advisory committee meetings every month during the school year. One is the NIS Finance Advisory Committee with a focus on our Lawson and Finance System plus items that may have financial impact on the district. The other is NIS School Advisory Committee with a focus on Network Services, Technical Services, and our eSIS Student System. Each district appoints one or two key leadership members to each committee. The role and function of the Advisory committee is to:

Serve as a forum to share common problems and solutions.
Assist the NIS staff in identifying local district needs for new or revised services.
Advise the NIS staff on program operation and evaluation.
Assist and advise NIS staff in communications with local district personnel and communications between committees.

The following are typical types of discussions:

Status and project reports from NIS Coordinators.
Status reports from state-wide IT Manager’s meetings Changes in funding at the ESD level.
ODE projects.
System enhancements.

District Specific Consultation

Technical Services provides district-specific consultation upon request; additional charges may be involved, depending on the scope of the particular project. Typical areas for consultation:

Hardware repair and troubleshooting
Preventive maintenance and best practices
VHS tape and CD/DVD duplication within copyright law
Product research.

Inter-Relationships to Other Clackamas ESD Services

Technical Services provides repair service and research in support of the following Clackamas ESD Resolution Service items:

Fiscal Services
CIE Services
Media & Technology Services
Early Childhood Education Services
Special Education Services
Other District Services

Service Level Commitment

Should the specified levels of service fail to be achieved, CESD/Technical Services will utilize all necessary processes within its means and budget to achieve and maintain its commitments. The department will hire, train and manage adequate, competent staff to assure the availability of the service to user districts.

The SLA is available in pdf format.