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Support staff members who are hired directly by the client must coordinate with IT Services to avoid negating IT Services’ efforts. They will be required to leverage IT Services’ helpdesk tools and materials. IT Services also must provide management oversight for support staff members and officially report on their performance. Client-provided support staff will benefit from ongoing mentoring and career development through the working relationship with IT Services’ expert staff.
Equipment
Client computers are purchased and owned by the purchasing entity. IT Services does not own client computers. IT Services also does not provide advanced procurement financing. Equipment needs are procured at the time of request and billed directly to the client. Any incidental equipment needed to fulfill a request will be communicated to the client prior to purchasing.
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Clients assume full responsibility for peripherals, accoutrements, and personal devices, including direct attached printers. Public printers may have a hosted server queue. All other printers are subject to the standards set forth by IT Services. Replacement of printer consumables is the responsibility of the client. IT Services may provide basic software installation, advice, guidance, and operational support for direct attached printers.
Liaison Services
Quite often, CMU Computing Services changes their offerings, enhances, deprecates, increases, updates, or adds new services. When this occurs, IT Services provides guidance and offers to act as a facilitator for clients.
Client Outreach
It is periodically necessary and advantageous to meet with clients and their constituents to make sure needs are addressed. This can be accomplished through SAC meetings, staff or faculty meetings, mass correspondence, daily interactions, personal consultation sessions, or informational materials distributed in digital and print form.
Review Period
IT Services will review agreements with the client one month prior to the end of the next fiscal year in June and make adjustments as necessary according to changes in population and service demand.
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Significant changes to service demand prior to the expiration of an agreement may necessitate an increase in the FTE rate factor.
Support Fees and Payment Terms
Fees will be billed directly to the academic unit on the first business day of each month for the services defined in this agreement. Payment for services rendered outside of the framework of this agreement must be negotiated separately.