IT Service Desk

Service Level Agreement for Student/Employee Personal Computers

North Georgia College & State University – Revised August 2010

In addition to providing help desk services for university students and employees, the IT Service Desk offers a
wide range of services to users for their personal computers at the IT Service Desk in the Library Technology
Center. The IT Service Desk provides most services at no cost for current students as well as faculty, staff and
retirees. In order to offer fast, fair, and friendly service to all users, the following policies govern the services
provided by the IT Service Desk:
1. The Service Desk’s goal is to provide prompt, effective service within three to five business days.
2. One computer per current, fee-paying student, current employee, or benefits-eligible retiree per semester
will be serviced as many times as needed at no cost. For additional computers, a fee may be charged or
users may be referred to a local third party computer repair provider. Computers submitted for service
must be owned by current, fee-paying students, current employees, or benefits-eligible retirees.
3. Computers submitted for service must have Windows XP/Vista/7 or newer (OS X or newer Macs) with
a processor running 1.6 GHz or faster.
4. The IT Service Desk will diagnose both hardware and software problems and will document solution.
5. Virus and spyware/adware removal is provided at no cost, and students are provided at no cost with
premium antivirus software funded through Student Technology Fees.
6. The following software programs are utilized by the Service Desk and will be supplied upon request:
Firefox, Open Office, SAS, Malwarebytes anti-spyware, and Avira anti-virus software.
7. The Service Desk will also install any other software that is supplied by the user on the ORIGINAL
discs – no copies allowed.
8. System Restore/Recovery provided at no cost. (User must provide original, labeled restore discs.)
9. Backup of User/My Documents folder is provided prior to any system restore/recovery process only.
Every effort is made to preserve users’ data, but users should back up files before any service/repair.
10. The Service Desk will provide installation/replacement services for the following hardware items, when
parts are supplied by the user (Service Desk staff can provide guidance on what to buy if needed):
In desktop systems: Power supplies, hard-drives, memory, and internal devices or drives (floppy, CD-
ROMs, DVD; video, sound, network cards, etc.)
In laptop systems: Memory, DVD/CD-ROM drives, and hard-drives.
11. No printer repair services are offered by the Service Desk.
12. A signed residential Internet reconnection agreement will be required of any student removed from the
wireless or residential networks where copyright infringement is evident and/or a legitimate claim of
infringement is made by copyright holders or their authorized agents. In addition, the user must remove
the copyrighted material before being reconnected. A copy of the signed agreement will be provided to
the Dean of Students, and further disciplinary action may be applicable in the event of repeat offenses.
13. Computers not picked up after 30 days will be transferred to storage. Any computers not retrieved by the
last day of final exams will be considered abandoned and may be surplused.
14. Service Desk personnel will make reasonable efforts to protect against loss, misuse, and unauthorized
access of your personal information, but users should always protect their own privacy. Confidential or
sensitive information should be removed or backed up before submission, and any illegal content may
be reported to Public Safety, Human Resources and/or the Dean of Students.
15. Any services not covered by this service level agreement may be provided at the discretion of the
Service Desk Manager or referred to a third-party computer repair provider or warranty repair center. A
list of local private computer repair providers and rates is posted at the Service Desk.
16. The Service Desk reserves the right to refuse service for any reason. If service is refused, an appeal may
be filed with the Chief Information Officer and VP for Student Affairs.

We are available to answer questions and provide help at 706-864-1922 or helpdesk@northgeorgia.edu

Approved (Signature/ date):

SGA President: ___________________/______

Faculty Senate CEO: ___________________/______

Staff Council President: ___________________/______

VP for Student Affairs: ___________________/______

CIO: ___________________/______