:
Hardware Maintenance Break/Fix:
* Provide multi-vendor hardware maintenance and support for desktops, laptops, and associated equipment.
* Hardware maintenance services will be provided by dedicated on-site or dispatched engineers with the relevant skills and customer training.
Deskside Software Support:
* For software support issues not resolved by the Service Desk, Deskside Software Support (DSS) will be dispatched as needed.
* When DSS is required, a Supplier engineer with the appropriate skill level will be sent to the end user location to perform software diagnosis and problem resolution.
DSS Services include onsite resources to:
* Assist in implementing software corrective actions where the end user has been unsuccessful under the direction of the Service Desk.
* Re-image end user devices.
* Reinstall existing application software.
* Install new software.
* Troubleshoot Commercial Off-The-Shelf (COTS), Operating System, and Desktop Configuration issues.
* Perform software diagnostics on behalf of the end user in cases where the end user has been unsuccessful under the direction of the Service Desk.
* Obtain and relay information to a centralized support facility in cases where the end user lacks the technical knowledge to do so.
* Handle customer-specific asset management where applicable.
Installs, Moves, Adds, Changes, De-Installations (IMACD):
* IMACDs occur either as ad hoc requirements or as planned activities with associated SLAs.
* Unplanned or day-to-day IMACD activity is handled in the same manner as hardware maintenance or DSS dispatched support services.
* Products generally include desktop and laptop computers, printers, network devices, and associated peripherals.
This includes the following activities:
* Install/De-install equipment.
* Install/De-install software.
* Move equipment within a site or between customer sites.
* Add features and software to desktops and laptops.
* Change the configuration of laptops and desktops.
* Move de-installed equipment to the customer's storage area.