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Cost Recovery Services

Remote Desktop Image Management (RDIM) Details

Service Support

Remote Desktop Image Management support includes providing your department with a custom standard software set, deploying this image to your workstations, as well as providing patch management for software updates. Your department will handle desktop support role for the end user but EITS will make changes to your image at your request.

EITS will provide a maximum one-hour response time during emergencies between normal business hours of 8 AM to 5 PM Monday thru Friday excluding University observed holidays and days for which the University is closed for business. After-hours support will be on a best effort response following the EITS on call procedure/schedule.

To minimize the downtime of this critical service during business hours, server maintenance will be performed outside of UGA normal business hours as defined by the EITS standard downtimes and monthly patching schedule. Yearly capacity monitoring, trend analysis and capacity planning will be conducted in accordance with EITS standards, and results will be shared with clients on request.

Storing or accessing restricted data such as SSNs, credit card numbers, external financial account access information or HIPAA data from a desktop or other device that can also access the Internet is not supported. EITS will work with clients to move these functions to a secure environment and/or secure the device being used for these activities from the internet.

RDIM Contact Information

Tier 1: Contact CTS Support at ctshelp@uga.edu

Tier 2: Thomas Jones, IT Senior Manager – (706)542-6292, tomjones@uga.edu

Tier 3: Shannon Marable – (706)542-9689, shannon.marable@uga.edu

The client will provide an after-hours contact for issues requiring their involvement

 

Updated: 12/03/2018