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OIT Client Technologies Service Center/Help Desk

The Service Center/Help desk is available to all state employees. Users may submit requests for help or service for any technical or business issue associated with state owned computer equipment, desktop or networked applications, peripheral equipment or any network issues.

To Contact the OIT Service Center:

Call the Service Center at 624-7700 or e-mail your request to OIT.Customer-Support@maine.gov.

* If your request is of an urgent nature please use the 624-7700 number.
* Employees from the Judicial & Legislative branches, Department of Motor Vehicles (DMV), Secretary of State (SOS) and Attorney General's Office (AG) should contact their Agency's Help Services directly: List of Help Services

Benefits for users:

  • A single source to engage OIT services for all your technical inquires.
  • All labor and travel costs are included for in-scope services.
  • Many problems can be fixed immediately by a Service Center technician. The Service Center will also coordinate service requests for other divisions of OIT.
  • Service Center technicians and management are familiar with State agency business needs and technical infrastructure
  • New technology processes and service to help us to resolve a greater percentage of issues on initial contact. (see Performance Measurement: % of all issues resolved on initial contact).

Performance Measurement:

We measure performance using metrics related to Service Level Agreements (SLA) to help continually improve service and better meet the needs of the agencies. Metrics are collected and reported for each of the areas listed below (see Metrics Page)

Availability:

  • Service Center availability is 7 AM to 5 PM state business days; outside hours by special arrangement with an agency. Limited support is available for after hours and weekends.

Service Components Included in Base Price:

  • All materials, labor and travel required to maintain a state-owned device in suitable working condition for its intended purpose are included in the subscription and support rates.
  • Installation and maintenance of approved state-provided software
  • Integration of agency-sponsored software to ensure proper functionality
  • Consultation to provide appropriate technology solutions to meet agency needs and to maximize technology value
  • Courteous, timely and effective service
  • Coordination of services between all offices within OIT.

The OIT Service Center provides:

  • Skilled technicians
  • Coordinated delivery of services in the most effective and efficient way possible
  • Tracking of issues in the Footprints ticketing system; status of issue is available upon request
  • A clear and concise plan of action for each issue based on the criteria outlined below in the Service Level Targets.
  • Each issue will be reviewed and Escalated to ensure a timely resolution.

Options Available for Additional Charge:

  • NA

Pricing / Charges:

    Use of the Service Center is included for all OIT supported computers and equipment.

    • Requests requiring customization or deviation from standards may extend the elapsed time and/or result in additional charges.

Service Level Targets:

  • Our goal is to resolve as many calls as possible through remote assistance.
  • Goal: Answer 100% of all calls with a 97.5% satisfaction rate
  • Low Priority: Maximum two business days to reply and resolved within 10 business days or less
  • Medium Priority: Maximum one business day to reply and resolved within 6 business days or less
  • High Priority: Maximum 4 hours to reply and resolved within 2 business days.
  • Urgent: Immediate response by service manager or designee; response team identified within 30 minutes. Solution as soon as possible; all team members on task until resolved. Goal is 4 hours.

How to Obtain Service:

To request service contact the Service Center at 624-7700 or, for non urgent business, Email your request to OIT.Customer-Support@maine.gov 7 AM to 5 PM State business days (additional hours of support as indicated above).

How to Escalate Service Issues:

Contact 624-7700. If a satisfactory agreement can't be reached, escalate through your supervisor to your Agency's Technology Business Consultant, who is your internal OIT representative who can assist in problem resolution.

Customers (users) responsibilities related to this service:

  • Access to and availability of systems and components involved
  • Assistance to technician for operation of specific software or to demonstrate the problem
  • Adequate notice for changes, upgrades and other tasks that can be scheduled
  • Accurate information such as location, contact and alternate contact.
  • Ticket number when requesting information on open issue (provided via email upon creation)
  • Two week notice for all new user requests

Related Services and Products:

  • Service Center Helpdesk support
  • Service Center Desk Side Support
  • Network Services
  • File Services
  • Application Services (Agency specific)
  • Messaging Services
  • Document Management Services
  • Technology consulting services; solutions research and specification.
  • Forensics and security analysis

Other Information:

Support of non-state-provided equipment and software is not covered under this service. OIT will not dispatch state technicians to a private home. A private contractor will be dispatched to the home at agency expense upon approval by the agency's Technology Business Consultant or authorized agency manager. Support of state-provided equipment or software that requires extraordinary and disproportionate effort may be subject to additional charges. The intent is to provide a normal and customary level of service to all agencies. Extra charges will be negotiated between the agency and a Service Center Manager.

Limitations:

  • Ability to assist implies our knowledge of system or component for which assistance is requested, documentation in knowledge base, or documentation of referral instructions.
  • Open to all Executive Branch employees, all users of Enterprise services and facilities, and others by special arrangement.
  • Ability to support application software is limited. The technician may have a quick answer but is unable to research or provide detailed how-to or troubleshooting assistance for application software. In these cases, the technician will attempt a best effort at referring or reassigning the request to another technician.
  • Support limited to devices, systems, software and services provided by the state. Unauthorized devices, systems and software are not supported and are prohibited by policy.
  • Actions taken by technical staff must comply with state, OIT and agency policies and applicable laws and regulations.
To Contact the OIT Service Center:

Call the Service Center at 624-7700 or e-mail your request to OIT.Customer-Support@maine.gov.

* If your request is of an urgent nature please use the 624-7700 number.
* Employees from the Judicial & Legislative branches, Department of Motor Vehicles (DMV), Secretary of State (SOS) and Attorney General's Office (AG should contact their Agency's Help Services directly: List of Help Services


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Page last modified: December 28, 2011