Overview
The Service Center/Help desk is available to all subscribers of MaineIT workstation services. Customers may submit requests for help, or service, for any technical or business issue associated with the MaineIT-supported workstation fleet; desktop or networked applications, peripheral equipment, or network issues.
Included
- A single source to engage MaineIT services for all your technical inquires
- Courteous, timely and effective service
- Problem resolution by a skilled Service Center technician
- Coordinated delivery of services in the most effective and efficient way possible
- All labor and travel costs are included for in-scope services
- Installation and maintenance of approved state-provided software
- Appropriate technology solutions to meet agency needs and to maximize technology value
- Tracking of issues in the Footprints ticketing system; status of issue is available on ONN
- A clear and concise plan of action for each issue based on the criteria outlined below in the Service Level Targets
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
- Ability to support application software is limited, therefore, the technician will attempt a best effort but is unable to provide detailed how-to or troubleshooting assistance for application software
- Client technology supports the installation of databases and database clients, however, configuration and troubleshooting of databases and database clients will be forwarded to the appropriate groups
- Support is limited to devices, systems, software and services still in support by the manufacturer
- Support is 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, MaineIT and agency policies and applicable laws and regulations
- MaineIT 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
- MaineIT does not purchase or support Apple Macintosh computers
- Client technology is not responsible for any data on the user’s device. MaineIT has provided the customers with online storage sufficient to store all work-related documents. Any data stored locally is at the user’s own risk. Upon replacement of a device Client tech will place a one week hold on the device. This hold is based on operational needs, and may not always be available. Any data recovery services required on desktop/laptops will be contracted out to a MaineIT vendor at the customers cost.
Service Level Targets & Availability
- Many service requests can be resolved at first contact using remote tools
- The analyst may find it necessary to escalate an issue to another team; each issue will be reviewed and escalated to ensure a timely resolution:
- 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
- If a satisfactory agreement cannot be reached, escalate through your supervisor to your agency's Technology Business Consultant, who is your internal MaineIT representative
- Service Center availability is 7 AM to 5 PM, Monday-Friday, excluding all posted holidays
- Outside hours by special arrangement with an agency
- Limited support is available for after business hours, weekends, and holidays
Service Rates: Please see the MaineIT Rate Table
- This service is provided as part of the desktop support subscription rate.
- Use of the Service Center is open to all Executive Branch employees, customers of Enterprise services and facilities, and others by special arrangement
Options Available for Additional Charge
- Requests requiring customization or deviation from standards may extend the elapsed time and/or result in additional charges
- Additional charges will be negotiated between the agency and a Service Center Manager
Customer Expectations
- Report technology issues promptly
- Provide the technician access to and availability of systems and components involved
- Provide the operation of specific software or to demonstrate the problem
- Ensure a clean and safe work environment
- Provide adequate notice for changes, upgrades and other tasks that can be scheduled
- Provide a two-week notice for all new user requests - less than a two-week notice may result in delayed or incomplete orders
- Provide accurate information such as location, contact and alternate contact
- Ticket number when requesting information on open issue
To get help
- Call the MaineIT Service Center at 624-7700