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Service Levels

Overview​

Ongoing support and services for units with devices onboarded to the enterprise workstation management platforms encompass several key elements designed to ensure sustainable operations and a positive experience for units after initial onboarding.

First, dedicated services management is provided by Unit IT Administrators, who act as the primary support contacts for end users within their respective academic or business units. These administrators deliver services such as technical troubleshooting, policy updates, software deployment, and addressing user issues as they arise, ensuring that device management continues to meet evolving unit needs.

Support is further enhanced through collaboration with specialized resource groups such as UEM and ISO. These teams assist with backend management tasks, escalated issues, maintaining system health, and responding to requests for additional features or configuration changes.

Training and documentation are ongoing, with UEM responsible for delivering onboarding materials, periodic refreshers, and guidance on emerging best practices or new platform capabilities.

Regular coordination meetings play a crucial role in maintaining alignment with leadership expectations. These meetings serve as a forum to review performance metrics, discuss challenges, share feedback, and help guide the strategic direction of services across units.

Service Level Matrix​

Service LevelDescriptionPrimary Objective
Level 1 — Enterprise Platform Readiness & Onboarding
  • Initial setup and support
  • Baseline platform configuration
  • Security-required configurations
  • Security compliance
  • Platform readiness for unit-resource–driven device migration
Level 2 — Enterprise Operational Readiness & Support
  • Includes Level 1
  • Enterprise support to build configurations
  • Create deployment packages
  • Operational readiness and optimization
  • Enterprise-resource–driven readiness & optimization
  • Handoff for ongoing unit-resource–driven operational management
Level 3 — Enterprise Operational Management Support
  • Includes Level 1
  • Full ongoing operational support for all platform components
  • Support for existing and future configuration management
  • Ongoing enterprise-resource–driven configuration management
  • Compliance reporting
  • Service improvement aligned with organizational goals