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Cost Recovery Services

Remote Support Portal (RSP) Service Details

Service Description

EITS will provide a client with a hosted remote support portal for assisting end users. This service allows for remote troubleshooting and diagnosis of the following operating systems:

  • Windows 2000 – 10
  • Mac OS X
  • iOS 5.0+
  • Android 2.2+
  • BlackBerry 4.3 - 7.0

Service Support

EITS will provide a client with support for the hosted remote support portal. Support will include representative account management, service updates, and web client troubleshooting. EITS will provide a maximum one-hour response time during emergencies or server outages 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.

Remote Support Portal Services Contact Information

Tier 1: EITS Help Desk (http://EITSHelpdesk.uga.edu) – (706)542-3106
Tier 2: Thomas Jones, IT Senior Manager – (706)542-6292, tomjones@uga.edu
Tier 3: Len Ewen, Help Desk Manager —(706)542-3778, len.ewen@uga.edu 
Tier 4: Shannon Marable – (706)542-9689, shannon.marable@uga.edu

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

Updated: 12/05/2016