Introduction
Desktop Support Services at the University of Louisville are governed by Service-Level Agreements (SLAs) to ensure timely, consistent, and high-quality technical support for university-owned desktops, laptops and peripheral devices. These services are designed to maintain operational continuity for faculty and staff by providing responsive troubleshooting, setup, and maintenance aligned with institutional standards. SLAs establish clear expectations for response times, resolution targets, and service availability, helping departments plan and prioritize their technology needs effectively.
Details
Desktop support is delivered through the university’s team and includes a range of services from initial device setup to ongoing maintenance and lifecycle management. SLAs vary based on the nature and urgency of the request, with priority levels assigned to ensure critical issues are addressed promptly.
- Access Points: Support is available via the ITS Service Portal, phone, email, or scheduled appointments.
- Service Request Procedures: Submit a ticket through the portal with detailed information about the issue. Requests are triaged based on SLA priority levels:
- Priority 1 (Critical): Response within 2 business hours; resolution within 1 business day
- Priority 2 (High): Response within 4 business hours; resolution within 2 business days
- Priority 3 (Standard): Response within 1 business day; resolution within 3–5 business days
- Support Contacts: ITS HelpDesk at (502) 852-7997
- Associated Documentation: SLA policy documents, device setup guides, software installation instructions, and security compliance resourcesSLA-Based Support Costs
SLA-Based Support Costs
-
Annual Service Agreement (SA):
Departments can enter into a one-year service agreement with ITS Desktop Support for comprehensive lifecycle support of university-owned desktops, laptops, and tablets. This includes setup, maintenance, software installation, troubleshooting, and hardware coordination. Pricing for this agreement is customized based on departmental needs and device inventory. Departments are encouraged to contact ITS for a consultation and quote.
-
Hourly Support (Non-SLA):
Units and departments not under a service agreement can still request support services at an hourly rate, billed via a university worktag. This pay-as-you-go model is ideal for occasional or limited support needs.