About This Document
This document is intended to explain the support offerings, responsibilities, and expectations of a Non-Standard Support Service agreement between the Technology Services - Qatar and the customer.
Usage
This agreement has been produced by Technology Services - Qatar to help with describing the support offerings of Technology Services - Qatar’s Non-Standard Support Service. Service Level Agreements will also be outlined to help manage the expectations of the customer.
This document may not be republished without the permission of Technology Services - Qatar.
Offerings
Hardware Procurement Service. Technology Services - Qatar will offer consultation and advice during purchase planning. Quotes from hardware vendors can also be provided for those vendors that have pre-existing relationships with Technology Services - Qatar (see Appendix A).
Ultimate approval of the purchase will be given by the customer. The customer will be ultimately responsible for any hardware deficiencies or misconfigurations. If the purchase is made through a vendor with a pre-existing relationship (see appendix A), then hardware support services can also be offered as part of the Non-Standard Support Service.
Hardware Support Services. If the purchase is made through a vendor with a pre-existing relationship (see appendix A), then hardware support services are also offered as part of the Non-Standard Support Service. Hardware support services will include any work necessary to complete the authorized warranty that is offered by the vendor. This includes work to troubleshoot the issue (determine if it is a hardware issue or software issue), communication with the vendor to initiate a warranty repair, time and manpower of effect replacement of any hardware components that are part of the warranty repair, and labor required to return defective parts to the vendor.
Scheduling of on-site repair work, if provided with the warranty of the device, will be coordinated with the customer. Any downtime due to the repair, or awaiting the delivery of parts and\or technicians is not the responsibility of Technology Services - Qatar. A best effort will be made to accommodate the schedule of the customer, but delays of over 14 days may result in the cancellation of the warranty repair.
Hardware support services will not be honored once the warranty on the device is expired. It is the responsibility of the customer to ensure warranty extensions are purchased, if needed.
Purchases of upgrades or expansions of the original device must be made in a way that ensures all components of the device remain under the full warranty of the original vendor.
It is the responsibility of the customer to not take any actions that will result in the voiding of the vendor warranty.
Platform Management Services. The customer can choose to take advantage of the platform management services provided as part of the Non-Standard Support Service offering if the Operating System (OS) of the device is a supported version of Windows (see Appendix B) and the customer agrees to the terms outlined below.
Platform support services include the licensing of an operating system and several software applications (see appendix C). Pro-active patching of the operating system is also provided as well as regular updates of an Anti-Virus application.
If the customer chooses to take advantage of this service, the device may be rebooted on a predictable, automatic schedule for security patching and updates. The device may also be rebooted, with warning, to upgrade software applications.
The device, if capable, will be added to the QATAR Active Directory domain to allow for easy management and oversight. Technology Services - Qatar will give the device a name on the network consistent with Technology Services - Qatar naming convention.
The customer is reminded that whether or not this service is provided, the customer is responsible for compliance with all applicable Information Security Controls Catalog,Texas A&M System policies, Texas A&M University rules & Standard Administrative Procedures (SAPs), as well as all state and federal laws pertaining to information resources.
Application Support. Support for the applications provided as part of the platform management service (if chosen) will be given, but will be limited to the applications in appendix C.
Appendix
Appendix A. Vendors with Pre-Existing Relationships with Technology Services- Qatar. This list is accurate as of Fall 2018, but may change at any time without notice.
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- Dell: Mannai, Computer Arabia, ABC
- HP: Mannai
Appendix B. Officially Supported Operating Systems. This list is accurate as of Fall 2018, but may change at any time without notice.
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- Windows 10 Pro or Enterprise
- Windows 11 Pro or Enterprise
Appendix C. Licensed Software as part of Platform Management Services. This list is accurate as of Spring 2018, but may change at any time without notice.
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- Windows 10 or 11
- Microsoft Endpoint Manager
- Crowdstrike
- Adobe Acrobat Reader
- Microsoft Office (Word, Access, Excel, PowerPoint, Outlook)
If you have any further questions, email servicedesk@qatar.tamu.edu or call us at (974) 4423-0009.