1 General Overview

This is a Service Level Agreement (“SLA”) _____________ and Davelite Pro Solutions (DPS) to document:

• The Standard PC Services
• The general levels of response, availability, and maintenance associated with these services.
• The responsibilities of DPS as a provider of these services
• The responsibilities of the clients receiving these services
• Deviations from the standard processes documented in the DPS and Kenya Originals’ SLA.

This Agreement is valid from __________.  Review is every one year, or as otherwise needed.

2 Service Description

DPS clearly documents services provided in the DPS Service Catalogue

2.1 Service Scope

The Standard Desktop Support service is an integrated suite of support services for company-owned Windows and Mac computers and printers.

Support is provided through:

• phone
• remote control assistance
• IT Request ticket system
• In-person visits
• remote management tool
• self-service offers

SDS features are organized around the lifecycle of a supported computer and include:

Asset Management

On request, departments may receive assistance with computer replacement planning, which includes: Hardware inventory of departmental computers with AnyDesk client installed, including Apple & Dell warranty status.

Deploy

New computers are configured with a standard set of software, including a current operating system, licensed and subscribed software applications, anti-virus/anti-spyware software, and remote management and support tools.

• Computer setup includes:
  • Migration of applications, client documents, and preferences from a previous computer. Client data is kept for a minimum of two weeks to ensure complete data transfer. 
  • Configuration of printing to networked printers
  • Physical relocation of computers. Multiple computer moves should be coordinated with Moving Services or divisional facilities staff. 
  • Software not included in the baseline standard is installed when requested and properly licensed. Clients may be asked to provide installation media/keys and documentation.

Computers can be configured to run the Windows operating system on a virtual machine. This requires valid Windows OS licensing and virtualization software.

Manage

Software Installation:

• Support technicians will install and upgrade software to resolve software problems in response to client requests due to changes to campus standards to meet security requirements. Support techs may install software in person, via DPS Quick Support session, or by remote installation with BigFix.
• If DPS does not have proof of license or installation media, the person requesting the installation must provide the media and proof of licensing.
• Some software requires specialized configuration. DPS staff can configure software if documentation is available.
• In accordance with security policy, only software that is being actively updated/patched by the vendor will be installed. Exceptions may be made for company business or business systems that are not compatible with current software versions.
• Some common applications are made available via self-service AnyDesk. Offers enable application installation without the need for administrative rights.

Computer Troubleshooting Support

Desktop Support staff will investigate and resolve issues involving:

• Hardware malfunctions
• Operating system and application issues
• Configuration settings/ issues
• Security settings
• Network connectivity & Accessing network resources

Problems with _______________ systems or specialized software may be referred to specialized support staff.

Software & Services Usage Support

• DPS facilitates finding documented solutions to requests regarding features and functions of supported software or IT services used on supported computers.
• DPS staff will assist clients with application use questions in the form of referring to help systems, Google, Knowledge Base articles, and other online resources.
• For software not on the standard software list, Desktop Support will resolve installation and functional errors where solutions are practically available. 

Operating System and Application Patching

Managed computers receive regular operating system and security updates from Microsoft and Apple. Application updates that contain security fixes and improvements are also applied shortly after vendor release. Patched applications and software are listed on the patching web page.

Managed Computer Configuration

DPS may remotely apply configuration changes to managed computers in response to client requests, to improve endpoint security, or to prevent problems from affecting computers.

Hardware and Software Asset Management

To inform planning or project work, we can provide asset information for managed computers by request. We collect hardware and software asset data from managed computers with BigFix installed.

Endpoint Security

Endpoint Security Configuration

DPS applies security configuration settings for Windows PC and Mac managed computers to ensure they comply with security standards and best practices. When possible, we respond to security vulnerabilities and alerts with remote configuration changes to computers.

Endpoint Anti-Virus

DPS manages and supports the company’s Anti-Virus and Malware Security configuration and client software to:

• Provide Anti-Virus software installation of current versions
• Ensure Anti-Virus/spyware software is running properly
• Ensure vulnerability/virus definitions are being updated to current versions
• Ensure on-access file scanning is active
• Ensure managed scheduled scans are running

Computer Operating System Upgrades

Computer operating systems should be upgraded when necessary to continue to receive security patches and updates from Microsoft and Apple. Clients can request upgrades to the most current, supported OS version. DPS may proactively work with clients to plan upgrades of computers with outdated, unsupported OS versions.

Computer Repairs

• Support for computer warranty repairs includes equipment pickup, shipping, tracking, and return. Completion of repairs is verified.
• Non-warranty repair is provided for standard computers for which the extended warranty has expired. Repair by support technicians includes the replacement of user-serviceable parts provided by the customer. Please note that DPS cannot reimburse departments for recommended repairs/parts that do not resolve the problem. Some hardware issues may be beyond the scope of non-warranty repair help. Clients may need to utilize a third-party vendor for non-user-serviceable part repair.

Printing

Printing functions of standard networked printers are supported, including deployment and configuration of printer settings, registration, and printing from business systems (FIS, PPS, etc.). Support staff apply a standard Secure Printer Configuration checklist when setting up or working with networked printers. Clients should purchase printers with recommended features for the best security and business system compatibility.

Client Provided Software

• DPS staff install client-provided driver software for peripherals such as printers, scanners, external storage devices, and input devices

Retire/Replace

• DPS coordinates computer disposal with campus surplus and e-waste programs. DPS securely erases data or destroys storage devices prior to disposal

2.1.1 Client Requirements

The following requirements apply to clients receiving this service.

• Clients will provide access to supported computers either in-person or via the DPS Quick support tool for remote assistance.
• Clients will be available to support staff during standard service hours to answer questions that facilitate service delivery.
• Clients will submit requests for service using standard methods.
• Client-purchased equipment may need to be stored by the client until the scheduled time of deployment.
• Clients must provide proof of license if needed when requesting software installation.
• Clients will provide installation media for printer or other device driver installation if needed.
• Clients should validate data transfers to new computers within two weeks as backups of client data may not be available after two weeks.
• Clients will submit requests to initiate data destruction and surplus/disposal of old equipment

2.1.2 Boundaries of Service Features and Functions

Standard Desktop Services (SDS) are available for computers that meet the following criteria:

• The supported equipment is ______________ property, not personally owned
• Computer is running a Standard Operating System.
• Support technician administrative access exists or can be created on the computer.
• DPS support staff can re-image a computer when necessary to resolve an incident or complete a service request.
• DPS support staff have the ability to remotely control the computer with the client’s authorization for each remote-control session. Remote control may be prohibited in specific high-security environments.

2.2 Service Level Performance

2.2.1 General Service Levels

The DPS goal is to assign and acknowledge incidents and service requests as defined in the SLA. An incident is any interruption in the normal functioning of a service or system.

2.2.2 Specific Service Levels

Aside from the SLA, there are no service levels specific to the Standard Desktop Support service.

3 Roles and Responsibilities

3.1 Parties

The following Service Owner(s) will be used as the basis of the Agreement and represent the primary stakeholders associated with this SLA:

3.2 DPS Responsibilities

DPS will provide the infrastructure, technology, people, processes, and monitoring tools necessary to provide Standard Desktop Support and:

• Clearly document the service provided in DPS Service Catalog.
• Meet response times associated with the priority assigned to incidents and service requests.
• Appropriately notify Customers of all scheduled maintenance via the Maintenance Calendar, Service Catalog web page, and/or a communication to campus via the DPS Communications Manager.

3.3 Customer Responsibilities

Customer responsibilities and/or requirements in support of this Agreement include:

• Comply with _____________ IT policy and guidelines.
• Utilize the standard contact methods (Section 4) for incidents.
• Availability of client representative(s) to provide information for techs to resolve service-related incidents or requests.
• Customers are responsible for all planned and unplanned computer hardware replacement and software costs, including cables, peripherals, and lockdown devices.

4 Requesting Service

See the Davelite Pro Solutions for standard methods of contacting DPS for service.

• Online / IT Request: Support | Davelite Pro Solutions (dps.co.ke)
• Phone: +254726304923/ +254717406133/ +254731703238 (HELP)
• Email: support@dps.co.ke

5 Hours of Coverage, Response Times & Complaint Resolution

For all requests, the DPS goal is to have a staff member assigned and acknowledge requests within 4 business hours of receipt. ____________ priorities may require exceptions to this goal during certain times of the year.

5.1 Hours of Coverage

Standard Desktop Services is provided Monday – Friday, 8 am – 5 pm on regular business days.

6 Maintenance and Service Changes

Computers supported under the Standard Desktop Support service may have preventative maintenance procedures applied. Clients will be notified in advance of any one-time or regularly scheduled maintenance. Maintenance may be performed in-person or using remote administration tools.

7 Service

Laptop hardware maintenance helps keep your device running smoothly and extends its lifespan. Here’s a basic guide:

7.1.1 Regular Cleaning

• Exterior: Body cleaning.
• Keyboard: Removal of dust and debris.
• Screen: Screen-safe cleaning.
• Ports & Vents: Clear dust from USB ports, vents, and fans.

7.1.2. Internal Cleaning (Every 3-12 Months)

• Cleaning Fans & Heatsinks:
• Reapply Thermal Paste (Every 6-12 Months):

7.1.3. Battery Maintenance

• Battery status and performance check-up
• Optimization for better performance

7.1.4. Storage & RAM Maintenance

• Check for Errors:
• Upgrade if Needed:

7.1.5. Cooling & Overheating

• Check and clean the cooling fans.

7.1.6. Software Optimization

• Updating OS and drivers
• Uninstall unused programs.
• Installing antivirus software to prevent malware.

7.1.7. Check Connections & Hinges

• Tightening loose screws on the laptop body.
• Ensure hinges move smoothly without excessive force.
• Check power adapters and charging ports for wear or loose connections.

8 Reviewing and Reporting

 8.1 System Performance and Availability Reporting

First-contact response time to incidents and service requests, including response times for Standard Desktop Support.

 8.2 SLA Reviews

The Designated Review Owner (“Document Owner”) is responsible for facilitating regular reviews of this document. Contents of this document may be amended as required, provided mutual agreement is obtained from the primary stakeholders and communicated to all affected parties. The Document Owner will incorporate all subsequent revisions and obtain mutual agreements/ approvals as required.

9 Approvals

The Davelite Pro Solutions Senior Managers approve this document. This document is then published on the DPS Service Catalog website along with other service level agreements. Service level information is integrated into the service page in the DPS Service Catalog.