McMaster University

McMaster University

Desktop Support

Contact Information

Please phone or email for information regarding your computer needs.

905-525-9140 ext 28278 (ATCSU) or csutech@mcmaster.ca

Service Rates

Please see our current rates page

 

Desktop Support

The Computer Services Unit has experienced, certified A+ Computer Technicians.

CSU provides a complete range of technical services to the Faculty of Health Science including:

  • Multi-platform desktop support and troubleshooting
  • Product evaluation and hardware/software consultation
  • New hardware/software sales, setup and installation
  • Repairs, and upgrades to desktop computers and peripherals
  • Maintenance contracts for desktop computers and printers
  • Network setup, configuration, and support
  • Desktop security, virus detection and removal
  • Data backup and recovery
  • Install and setup Hamilton Health Sciences applications

Desktop Support Service Level Agreement

1) Service Description

CSU provides a complete range of desktop services to the faculty of health sciences. These include:

  • Multi-platform desktop support and troubleshooting
  • Product evaluation and hardware/software consultation
  • New hardware/software sales, setup and installation
  • Repairs and upgrades to desktop computers and peripherals
  • Maintenance contracts for desktop computers and printers
  • Network setup, configuration, and support
  • Desktop security, virus detection and removal
  • Data backup and recovery
  • Installation and setup of Hamilton Health Sciences applications
2) Impact of Service

Impact will depend on the severity of the incident.

3) Service Hours

Under normal circumstances, desktop support is available between 8:30-4:30 Monday through Friday, excluding all holidays and university closures.

4) Maintenance

Infrastructure maintenance hours will be 8:00AM - 12:00PM on the second Sunday of the month. Desktop function may be limited during these periods. In cases where normal function is not restored after this period, please contact CSU.

5) Incident Handling
a) Incident Reporting

Issues can be reported via telephone to x27287 (ATCSU) for all desktop support issues. Additional information is available on this page above. Alternatively, email a request with a description of the problem to csuhelp@mcmaster.ca.

b) Service scheduling

All reported incidents are logged, and tracked for resolution. Incidents are assigned a service call number and are addressed according to the order received.

Incidents can be escalated for expedited service for an additional fee. Costs and response times are as follows:

Desktop support contracts are available on a fixed yearly rate.

Issue Fee Response Time Projected Resolution Time (Maximum)
Standard Service Queue Standard Hourly Rate 2 Working Days Incident Dependant
Emergency Service Queue Standard Hourly Rate +1 Additional Hour 4 Hrs Incident Dependant
Maintenance Service Contract Yearly per Contracted Unit 4 Hrs Incident Dependant
6) Client Responsibilities

All clients using resources on the McMaster University campus network are expected to adhere to all McMaster University policies and procedures. Please refer to the guidelines in the Code of Conduct for Computer & Network Users available at: http://www.mcmaster.ca/uts/policy/netcond.htm

General information is also available above.

7) SLA Review

This document will be reviewed annually or as required. This policy was last reviewed: March 2016.

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