1. Service Catalogue

Description	SLA
Support for Foundation Services: 1. Level., SPOC, Ticketing System, Documentation)	Foundation
Email/Calendar (Mailbox, Mailing List, Ressource and Shared Mailbox)	Foundation
Identity Management (User Account, Guest Account)	Foundation
Consulting	Foundation
Printing: Printer Ordering (according to ETH Printing Services)	Foundation
Printing: Print Queue Connection (according to ETH Printing Services)	Foundation
Telephone/UCC: Order new Telephone/UCC Connection	Foundation
Mobile phone: Configuration, connection to ETH ressources	Foundation
Network: Connection	Foundation
IT-Security (Infrastructure Level, Firewall and Network)	Foundation
Storage Ordering Support	Foundation
Support for Common Services: 1.+2. Level., SPOC, Ticketing System, Documentation)	Common
Client Lifecycle Management (for our standard Win-, Mac-, Linux-Client): Procurement/Ordering (HW+SW)	Common
Client Lifecycle Management (for our standard Win-, Mac-, Linux-Client): Deployment (HW+SW)	Common
Client Lifecycle Management (for our standard Win-, Mac-, Linux-Client): Maintenance	Common
Client Lifecycle Management (for our standard Win-, Mac-, Linux-Client): Monitoring	Common
Client Lifecycle Management (for our standard Win-, Mac-, Linux-Client): Support	Common
Client Lifecycle Management (for our standard Win-, Mac-, Linux-Client): Disposal	Common
Software Deployment and Installation	Common
Periodic Software Updates (Windows+Applications)	Common
1.Level-Support for Collaboration-Tools (Teams, Zoom, Sharepoint …)	Common
Active Directory Management (User-, Rights-, Access-Management )	Common
Group Policy Management (Control of Windows User- and Computer-Accounts)	Common
Client Setup (Configuration, Software)	Common
Employee: Joining	Common
Employee: Leaving	Common
IT-Solutionengineering (Systems & Services)	Common
IT-Project Support	Common
IT Procurement: Offers, Evaluation (where possible), Ordering	Common
Training (Hard- and Software)	Common
Customer Event Support (technical)	Common
Telephone/UCC: Installation, Configuration	Common
Firewall Configuration	Common
Network Management	Common
IT-Security (for our standard Win-, Mac-, Linux-Client))	Common
Storage Management (folder structure-, user-, rights-, access-management for NAS, CDS, LTS offered by ETH ITS)	Common
NAS Backup Management	Common
Client Backup Ordering & Management	Common
Printing: Support&Configuration (only ETH ID Devices)	Common
Remote Desktop Service	Common
Maildomain setup (only if hosted at ETH: Ordering, MX-Records, SPF-Record)	Common
Webdomain setup (only if hosted at ETH: Ordering, DNS-Records)	Common
Custom Solutions (anything not in foundation or common)	Additional
Student-PC Lifecyle Management (see Common Client Lifecyle Management)	Additional
Server Lifecycle Management (see Common Client Lifecyle Management)	Additonal
Device Controller Lifecycle Management (see Common Client Lifecyle Management)	Additonal

Foundation SLA Services

• • Costs are already covered by the department. No additional fee/invoice

• Basic services available for every user at the department

 

Common SLA Services

• • Payed by group/professorship
  • Includes Foundation SLA Services
  • Focused on staff: Professor / Scientific. Empl../, Ph.D., Admin/Techn. Staff

The Common SLA covers IT environment management including the staff’s personal computers. The number of heads and the final costs is only indicative and is calculated once a year in October based on the heads average of the first two quarters of the year. Persons who are employed by several professorships are distributed among them proportionally. If the total support effort exceeds 10% (for example 10 heads avg, but considerably more then 12 workstations) it will be charged separately. Additional costs would depend on the specific case.

 

Additional SLA Services

• • payed by professorship

• Focus on non-staff computers and computer rooms
• Computer Room = Calculated costs / p.a.*
• Custom service provided by ISG CxS-MAVT = Calculated costs / p.a.*

*Costs calculated by estimated effort and complexity of the tasks.

 

1.1 Support of services which are not part of the ETH ID service portfolio

If a service (e.g. NAS, Web-, Mail-Hosting, printing etc.) is already offered by the ETH IT Services and covers the requirements, we will offer this instead of building an individual/external solution. ID CxS-MAVT generally only supports services from the ETH ID service portfolio. For all other services, we offer assistance according to “best effort” within the scope of 1st level support. The responsibility for administration, management and compliance with IT security in accordance with the ETH guidelines lies solely at the customer for the use of services which are not part of the ETH ID service portfolio.

 

1.2 Services which are not provided by ISG ID CxS-MAVT

Services of other Service Owners (NAS, printers, server/web/mail hosting etc.) may cause additional costs. The customer will get a separated invoice for those services at the end of the year.

 

1.3 Policy for reinstalling/maintenance/disposal of old computers

• Workplace: Only if not older than 4 years

• Student rooms: Only if not older than 5 years
• Labs: Only if not older than 6 years

 

1.4 Devices age

Devices which are older than the above mentioned standard value will not be managed by us anymore. We recommend to replace the device. Otherwise the customer has to manage the device by her-/himself and is responsible for the device. Justified exceptions (for e.g. if no replacement is available) are possible.

 

1.5 Hardware purchases

If you are planning a new purchase that is to be managed by the ISG CxS-MAVT, please always inform servicedesk@mavt.ethz.ch before you buy the device. We will then consult you, make a recommendation and in most cases will be able to order it for you. This way unnecessary effort for everyone can be easily avoided and it is ensured that we can manage the device for you.  Please inform your group as well. For orders that were not initiated by ISG, ISG cannot provide warranty processing, including packing and shipping.

 

1.6 Collaboration-Tools Support

For collaboration-tools offered by the ETH IT Services (like Teams, Sharepoint, Confluence, Wikis etc.) we take care of the flawless operation on the clients managed by us and offer 1. level support. User-, Access-, Design- and Structure-management is the responsibility of the customer (usually the customer’s IT coordinator). We will help finding support for those tasks if needed.

 

1.7 Role of IT coordinator (IT contact)

It is highly recommend to nominate an group internal IT coordinator:

• Is a member of the group
• Knows and communicates the needs of the group regarding hardware, software and IT services
• Acts as a link between group members and IT services group (ISG)
• Organizes and communicates IT-relevant projects for the group in coordination with IT services group (ISG)
• Makes decisions regarding the group’s IT within his competencies
• Is the first point of contact for the IT services group (ISG) for all IT-related concerns affecting the group
• Makes mainly strategic decisions
• The estimated effort for the role of IT coordinator is 15% of a FTE (Full Time Equivalent)
• In general ISG cannot perform the role of IT coordinator due to the resources required (exceptional cases would require a special SLA)