Jump to content
School of Medicine Virginia Commonwealth University VCU Medical School

Computer Support

Service Level Agreement

SOM Technology Services Computer Support offers annual Service Level Agreements for VCU Medical Center departments and divisions. For an annual fee, Service Level Agreements (SLA) offer the following Services.

  • Technical Support
  • Desktop and Notebook PC Installations
  • Microsoft and Novell Network Operating System Administration and Support
  • Proactive Monitoring via LANDesk
  • Asset Inventory
  • Purchasing Recommendations

Department/Division provides the following:

  • Appoint a liaison to coordinate desktop services, communications, needs and issues with the manager of Desktop Support Services.
  • The responsibility for management of software licenses and the purchasing of software
  • Fiscal responsibility for the purchase of new equipment and non-warranty parts
  • Faculty and staff in the participating department should place a work order for requested services by calling the Technology Services Help Desk at 828-2227 or completing the online service request form via the website: http://supportcenter.vcu.edu/arsys/home.
  • Works with Desktop Support Services to ensure compliance with VCU and Technology Services Desktop Standards.

School of Medicine Desktop Support Services

Hours of Operation: Monday-Friday, 8:00 a.m. – 5:00 p.m.

Turnaround: Desktop Support Services will contact the requestor within four hours to provide a date and time to begin the request.

Costs for Services: $16.67/month per computer or $200 per computer for one full year of support.

Scope of Services: School of Medicine Technology Services (SOMTS) – Desktop Support Services will provide the following services to departments under our support model.

  • Technical Support: Provide hardware and software support, network troubleshooting, virus/spyware removal and basic printer troubleshooting.
  • Computer Installations: Install and configure hardware/software according to VCU and SOMTS Desktop Standards.
    • Desktop Support Services will only support hardware purchased or transferred to VCU for educational usage.
    • Desktop Support Services will not maintain or repair personally owned computers. Please visit the G2G program for support via the website at: g2gmobile@vcu.edu.
  • Microsoft and Novell Network Operating System Administration and Support: Create user accounts, access to shared resources on the server and troubleshoot connection issues.
  • Proactive Monitoring via LANDesk: LANDesk scans each workstation daily for vulnerabilities. If your workstation is deemed vulnerable, the computer will be patched. It is imperative that users reboot their computers at least once a week in order for the vulnerabilities to be patched.
  • Asset Inventory: Maintain up-to-date computer inventory. Contact SOMTech for all new workstations. These new computers must be added to inventory as well as adhere to VCU and SOMTS Desktop Standards.
  • Purchasing Recommendations: All consultation and determination of hardware/software must go through Desktop Support Services before placing an order. Any non-compliance will result in extended delays up to three weeks in setting up and configuring the computer. The School of Medicine has recommended computer models on Dell’s website. You will need a Dell account created and be added to the School of Medicine group in order view these models. Please email Chris Heldorfer, Dell Account Representative at: chris_heldorfer@dell.com . The specifications of these models are also listed on our Purchasing Reccomendations page.
    • We encourage all departments to have their hardware under a four year warranty service.
  • Printers: Installation of new printers. Provide basic hardware and network troubleshooting.
  • Lab Equipment: Desktop Support Services will provide limited support for computers connected to lab equipment. If the problem cannot be resolved in a reasonable amount of time (30 minutes), the user will need to contact an outside vendor for support.

For more information, review our FY’2009 Service Level Agreement [PDF]. This document outlines the services rendered, scope, cost of services and responsibilities of the department/division.

See FY’2009 Participating Departments (Contacts).