I. Purpose of Policy
This policy defines the services provided by NWLS Information Technology Support Services (hereafter referred to as “NWLS-IT” in support of the wide area/ local area network (WAN/LAN) and desktop computers (workstations), operated by each member public library (hereafter referred to as “the Library”) and delineates the responsibilities of each party.
II. Library Responsibilities
1. Primary Technology Contact: NWLS member libraries should designate a Primary Technology Contact to serve as the primary liaison with NWLS-IT for the delivery and conduct of support services. The Primary Technology Contact will facilitate the delivery of support services with NWLS-IT by establishing priorities, refining requirements, coordinating scheduling, handling procurements, and disseminating information among staff of the Library.
2. Access: The Library will provide NWLS-IT with access to keys, combinations, and pass-codes as necessary to enable NWLS-IT to fulfill its service commitments. The Library will also provide access to all LAN related documentation, passwords, software, licensing agreements, diagnostic and other equipment for the purposes of recreating problems, testing resolutions, and performing installations.
3. Procurements: NWLS-IT will assist in the procurement of hardware, software and network related equipment, and, if desired by the Library, place orders to help ensure that the products and/or services best meet Library needs, meet industry and NWLS-IT standards and can be supported accordingly. The Library is responsible for the purchase, licensing and/or maintenance costs of all hardware, software, and network components; purchase and installation of operating supplies and consumables (e.g. paper, toner); service and repair costs for unsupported equipment (e.g. laser printer and inkjet service calls); and cabling or wiring costs associated with network installation, expansion or upgrades.
4. Licensing Compliance: All software provided by the Library for use on its computers will be properly licensed in sufficient quantities to cover actual usage. All software introduced by NWLS-IT (e.g. site licensed programs, diagnostic utilities) into the Library will be properly licensed for such distribution and intended use.
5. Equipment Warranties: Within the scope of this agreement, NWLS-IT will work with the manufacturer to repair equipment covered under warranty and make every reasonable effort to repair them within the warranty period. The Library will monitor the warranty status of its equipment and it agrees to assume responsibility for costs to repair or replace equipment that cannot be repaired within the warranty period.
6. Installations: The Library agrees not to install any software and/or hardware without first consulting NWLS-IT. Libraries should NEVER install a patrons' personal software on library computers. Some software may put data on the Library's computers at risk.
Should the Library install hardware and/or software without consulting NWLS and the installation results in a service call to NWLS-IT, the library will incur a charge at the rate of $75 per hour. Examples of such installations include: upgrades to Windows operating systems, addition of peripherals (e.g. scanners, printers, and video cameras), and addition of hard drives, RAM or non-supported software applications.
7. Moves: If computer equipment needs to be relocated between offices, NWLS-IT will work with the Library to facilitate changes, moves and additions. NWLS-IT will not move the equipment.
8. Upgrades: To ensure the highest level of satisfaction and service, NWLS-IT reserves the right to specify, install, configure, and test new software and upgrades to existing applications and system software. As such, the Library may periodically be required to purchase updates to software and/or upgrades to hardware for NWLS-IT to continue support of its systems in accordance with current and accepted industry standards.
III. Scope of Services
Supported Systems & Environments
1. Desktop Computers: NWLS-IT supports both Macintosh and IBM-compatible computers produced by nationally known manufacturers (Dell, Gateway, IBM, HP etc). This includes laptops, accessories and specific peripherals such as PCMCIA cards, modems, sound cards, and speakers, external hard drives that meet both industry and NWLS-IT standards.
2. Peripheral Equipment: Examples of equipment in this category are specific printers (e.g. Hewlett-Packard inkjet, laser and color printers that are network-capable), scanners, CD ROM/DVD burners, and other peripherals that meet both industry and NWLS-IT standards.
3. Local Area Networking Hardware Components: Equipment in this category includes network interface cards, PCMCIA cards, print servers, Jet Direct cards, patch cables, network cabling, switches, hubs, and wireless network access equipment.
4. Wide Area Network Hardware Components: Equipment in this category includes network patch cables, network cabling, switches and hubs, routers, and circuit equipment provided by BadgerNet.
5. Desktop Software: Microsoft Office products, Microsoft Outlook Express, and Microsoft Internet Explorer, Adobe Acrobat Reader, Symantec Endpoint Protection, Spybot Search & Destroy, and LavaSoft AdAware.
6. Peripheral Software: Software drivers for all supported peripheral hardware.
7. Local Area Network Software: Server operating system versions Windows 2000 Server and newer, RedHat Linux versions 6.2 and newer.
8. Internet Management Software: Pharos Systems “Sign Up” and “Uniprint” print management.
9. Library Automation Software: Current versions of Innovative Interfaces automation system software (Millennium)
10. Other Services: NWLS-IT may, from time to time, install and maintain network services that are of benefit to member Libraries. Services in this category include e-mail and Web mail services, centrally controlled and maintained anti-virus and anti-spam software, IP and Windows networking support software, and circuit health and usage monitoring software.
11. Web Hosting: NWLS-IT will provide, free of charge, server space for the Library should it choose to create a website. The Library is responsible for developing and transferring its own Web pages, or contracting with other vendors for these services. See the “NWLS Web Services Policy” for more details.
Excluded Systems & Environments
1. Presentation Projection Equipment: Equipment used to project an image for presentation purposes (e.g. overhead projectors, LCD data projectors).
2. Standard Office Equipment: Includes typewriters, copiers, and FAX machines.
3. Off Brand/Locally Manufactured Desktop Computers: Computers built or assembled from parts purchased from discount parts suppliers, or by local manufacturers (Silver Bay Systems, Citon, etc.). This includes laptops, accessories and specific peripherals such as PCMCIA cards, modems, sound cards, speakers, external hard drives that do not meet both industry and NWLS-IT standards.
4. Antiquated Computer/Network Equipment: Equipment deemed obsolete and/or unstable is not supported. Equipment in this category includes modems, Pentium 133 and older class CPUs; 68040 and older Apple computers; LaserJet II/III and older printers.
5. Unreliable Equipment: NWLS-IT reserves the right to exclude specific manufacturers and models of desktop computers, servers and peripherals that prove to be unreliable, difficult to support and/or maintain. The Library should confer with NWLS-IT prior to the acquisition of any additional equipment during the effective term, as indicated previously in this agreement.
6. Antiquated/Unreliable Software Programs: Software applications and operating systems deemed obsolete and/or unreliable will not be supported. For example, software in this category includes, but is not limited to: non-Y2K compliant applications, DOS-based applications, screen savers, any version of software that is not endorsed under supported operating systems (e.g. a software package that would require Mac OS System 7.0 or Windows 3.1; a software package which is 16-bit running on Windows NT resulting in GPF errors, DLL conflicts). To ensure the highest level of service possible, NWLS-IT reserves the right to exclude specific operating system releases and software packages.
7. Other Library Automation Software: Library automation products other than Innovative Interfaces are not supported. If the Library uses other library automation software, it is responsible for housing, installing, upgrading and maintaining that software, including the Online Public Access Catalog and the telecommunications circuits and equipment needed to provide remote online access to patrons.
Standard Support Services
1. Procurement Assistance: NWLS-IT will, at the Library’s request, assist in the selection and procurement of all supported types of hardware and software as described in the section entitled “Supported Systems & Environments.”
2. Hardware Installation/Upgrades: To ensure the highest level of satisfaction and service, NWLS-IT reserves the right to specify, install, configure, and test new equipment and upgrades to existing equipment. As such, the Library may be required to purchase updates to software and/or upgrades to hardware for NWLS-IT to continue support of their systems in accordance with current and accepted industry standards. “Hardware” is a broad category that includes everything from installing a new router to upgrading memory on a desktop computer to adding an envelope feeder to a network printer. NWLS-IT will remove obsolete or unnecessary hardware components and return them to the Library for disposition.
3. Software Installation/Upgrades: To ensure the highest level of satisfaction and service, NWLS-IT reserves the right to specify, install, configure, and test new software and upgrades to existing application and system software. As such, the Library may be required to purchase updates to software and/or upgrades to hardware for NWLS-IT to continue support of their systems in accordance with current and accepted industry standards. “Software” is a broad category that includes everything from upgrading a workstation’s operating system to installing an anti-virus client. NWLS-IT will remove obsolete or unnecessary software applications and return them (e.g. CDs or floppy disks) to the Library for disposition.
4. System Administration: To ensure the highest level of satisfaction and service, NWLS-IT reserves the exclusive right to specify, install, configure, and test new software and upgrades to existing application and system software on desktop computers and servers. NWLS-IT will perform standard network system administration tasks including managing accounts and network security, downloading and applying software patches, managing the directory tree structure, maintaining server volumes and disk storage, auditing network events, monitoring and optimizing the server, data archiving, file recovery, and maintaining network documentation.
5. Equipment Relocation/Storage: The Library is responsible for moving, shipping, storing, and delivering its own property.
6. Technical Coordination: NWLS-IT will coordinate with WiscNet and BadgerNet technical support staff in order to implement new network services, expand existing operations, or correct network problems. Examples include reporting failures of network components to outside vendors and coordinating resolution efforts. If the Library experiences network failures, it must report them directly to NWLS-IT staff.
7. Troubleshooting/Diagnostics: NWLS-IT will utilize diagnostic procedures to isolate the cause of hardware and software malfunctions. In that role, NWLS-IT will conduct only those procedures and perform only those repairs and upgrades designated by the manufacturer as appropriate for end users as opposed to factory-trained technicians. This includes procedures such as applying software updates and swapping field replaceable units (e.g. memory chips, hard drives, network cards, CD-ROM drives) to isolate the failure and replace the faulty component. All costs (e.g. replacement components, software updates) are the responsibility of the Library. For all other diagnosis and repairs, the Library must engage an appropriate service organization (e.g. copier or FAX machine repair).
1. Website Development: Except as provided for in the “NWLS Web Services Policy”, the library is responsible for developing its own Web pages or contracting with other vendors for these services.
2. FAX and Copier Repair: NWLS-IT does not repair FAX machines, copiers or phone systems. Upon request, NWLS-IT will refer the Library to the nearest known repair center.
3. Off-Site Support: NWLS-IT support services are only provided on-site at the Library, or at NWLS. Equipment shipped to NWLS for repair must be securely packaged for shipment using original shipping containers if available. Damage to equipment occurring in delivery as a result of poor packaging is the responsibility of the library.
4. Exceptions to Exclusions: Under extenuating circumstances, NWLS-IT may agree to provide excluded services or support excluded systems and environments. Such an agreement may require the delineation of separate terms such as an option to reverse, specialized training for staff, additional charges, ownership and accountability of processes, project planning, timelines and contingency plans. Any exceptions must be agreed to in writing by the Library and NWLS-IT.
Service Request Procedures
1. Normal Service Requests: All service requests for routine maintenance, procurements, upgrades and non-critical repairs should be made by calling NWLS-IT staff at 682-2365 or 1-800-228-5684. NWLS-IT will log new requests and provide assistance over the phone if possible. If unable to resolve the problem by phone, NWLS-IT will schedule a mutually agreeable time for remediation.
2. Emergency/After Hours/Weekend Service Requests: Emergency after-hours requests may be made by contacting Mike Sauvola by cell phone (1-877-637-5461) or at home (715-372-4769). The Library is expected to use good judgment in determining whether the situation is an emergency that warrants direct, immediate notification – particularly with respect to after-hours/weekend support.
Service Hours and Response Times
NWLS-IT staff is available during normal NWLS business hours - Monday through Friday, 8 AM until 4 PM. If the Library requires assistance after normal NWLS business hours or on holidays and weekends, it may expect a return call no later than 10 AM on the next normal business day. Occasionally, the Library may receive an immediate response, but this should be taken as an exception and not the rule.
Service Request - Scheduled Maintenance
Service requests such as installing a new software package, upgrading a workstation, or providing procurement specifications will be planned and scheduled in advance. A scheduled completion date will be mutually agreed upon between the Library and NWLS-IT.
Service Request - Prioritization
Requests from more than one library may arrive simultaneously, resulting in a need to prioritize calls. The following general guidelines will be used:
Priority 1: Critical: Problem or outage affecting a large group of users.
Priority 2: Urgent: User cannot perform normal business function due to IT problem.
Examples include: network access fails; hardware fails; computer will not boot.
Priority 3: High: User needs assistance to complete time-sensitive task.
Priority 4: Standard: User needs assistance with an application, an e-mail account set up,
needs supported software installed, upgrading a workstation, or purchasing assistance.
Service Request - Resolution Times
Requests are closed after a solution is implemented or an effective alternative that achieves the desired result is provided. Resolution times will vary depending upon the complexity of the request or the number of parties involved in the resolution. In rare circumstances, implemented solutions may later prove to be ineffective, or a solution to a particular problem may be unavailable. This can occur when the full complexity of the problem isn’t immediately apparent, a vendor fix is incomplete or unavailable, or the failing environment isn’t configured in the expected way. NWLS-IT will provide a weekly status report on requests that require a significant amount of time to resolve and/or Library intervention to assist in the prioritization relative to other pending requests. If a vendor fix is unavailable, NWLS-IT reserves the right to refuse additional service to the equipment.
IV. Service Fees & Payment Schedule
There is no charge for the services offered to Libraries by NWLS-IT, except as detailed in Section II, “Library Responsibilities.” In the unusual event that a library incurs a charge, it will be due 30 days from invoice.