IR&C - Service Level Agreement

Extended Tech Support Hours for Senior Management Group (SMG) Titles
M–F, 6:30 a.m. – 6:00 p.m.: Contact Techdesk@ucop.edu or (510) 987-0457 (These are normal support hours for all employees.)

M–F, 6:00 p.m. – 9:00 p.m.: Contact Helpdesk@ucop.edu or (510) 987-0349. Helpdesk will contact an on-call technician.

Sat. and Sun., 10:00 a.m. – 4:00 p.m.: Contact Helpdesk@ucop.edu or (510) 987-0349. Helpdesk will contact an on-call technician.

Response Time: The on-call technician will respond within one hour, and will start working within two hours to resolve the issue. (The issue may need to be resolved through a temporary workaround until the next business day.)

After-Hours Emergencies
Contact Helpdesk@ucop.edu or (510) 987-0349.

Emergencies are defined as situations with broad impact, such as security problems, or the network or e-mail are down.

Home Support
Limited home support is provided for SMG personnel.

IR&C provides home support by e-mail or phone only for UC owned computers.
The customer is responsible for the wired and wireless home network connections. This includes installing networking equipment. If IR&C determines there are problems with the home Internet access, the customer must contact the ISP for assistance or a third-party vendor that provides home computer support.

Departments may contract with a third-party vendor, Geek Squad, for home support. IR&C can provide contact information.

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Service Level Agreement - Executive Support