SEMEL Institute & RESNICK Hospital computer services are provided through SEMEL IT. We support faculty, staff, Intern-Residents, and other related affiliates. SEMEL IT provides desktop support, connections to the Medical Center Enterprise network, creating network/domain accounts, security/policy set-up, mainframe connectivity, internet connectivity, e-mail services, and basic training.

The ensuing service level agreement outlines all services made available to SEMEL Institute & RESNICK Hospital employees by SEMEL IT.

This document serves as an agreement between SEMEL Institute & RESNICK Hospital – SEMEL IT and all faculty, staff, and intern-residents, as well as other related affiliates utilizing SEMEL IT services.

SEMEL IT will provide the following standard services outlined within section 2.1.0 of this document. Standard services are defined as those offerings published by SEMEL IT.  All services (non-standard services) not listed here will be rendered or supported on a “Best Effort” condition, provided resources are available. Please be informed that certain non-standard computer services will be billed through the Sales & Service fund.

Definition of Standard Services:

• Every technician in a specific job level is informed and trained regularly to carry out the task – regardless of the complexity.
• Every technician in a specific job level performs the task on a regular basis.
• All customers or users are entitled to receive the service without any special approval from any superiors, and every technician is informed and trained to carry out that request.
• “General Purpose Software” that every user must have in order to start working – that are installed and used in their original form, with little or no customization or integration with other systems, and does not need any approval from any superiors.
• One user, one computer is supported within standard service. Center Directors/Director Levels are allowed laptops or the second computer in addition to their desktop.
• Department specific software such as “Business Focused Software” that are generally internally developed applications, or utilities that have been modified or customized to meet an identified business focused requirement and “Third Party Support Software” that are generally viewed as software components that provide connectivity to systems and/or applications, or serve as utilities or tools in accomplishing a task and does need approval from a superiors should be considered non-standard.

2.1.0 Helpdesk (Standard Services):

1. Set-up various computer log-in accounts (domain, mainframe, WPS, etc.).
2. Set-up and configure individual, generic and departmental email accounts using MS Outlook program. (If client only uses a BOL account, we also consider supporting any pop or imap protocol email programs.)
3. Set-up new user.
4. Terminate and disable user accounts.
5. Migrate user data, profile to a new computer or when the user moves to a different department within the Institute.
6. Create and maintain permission policy for shared folders on various servers (Institute provides servers only). Also set up various shared network folder in NPIH servers with limited departmental shared storage.
7. Provide installation, upgrade, configuration and troubleshooting support for the following software and Operating System:
   
   1. Windows 7 and 10
   2. MAC OS.10.X
   3. Microsoft Office (Excel, Word, Power Point, Access, and Microsoft Outlook)
   4. Internet Explorer/Edge/Chrome/Firefox/Safari
   5. Windows Media Player
   6. Adobe Acrobat (Reader and Writer)
   7. Sophos Anti-virus
   8. Assistance with Airwatch/Intelligent Hub
   9. Anti-Spyware software
   10. Any software and add-ins released from the Deans Office or UCLA campus
   11. Any web application from the Corporate Accounting
   12. Any software related to government grants office
   13. Hard drive encryption
8. Provide assistance to departments in purchasing new computer hardware. This support typically includes determining hardware needs, assisting with hardware specifications, providing guidance, direct support with migration plans, computer diagnostics, hardware installation, network configuration, and printer set-up. Consultation on software will include general guidance as to software packages available from third party vendors that may enhance or facilitate administrative functioning of the department.
   
   1. Computer Diagnostics and Hardware Installation
      • Operating System re-installation
      • Authorized Software re-installation
      • Motherboard Installation
      • Computer Power Supply Installation / Replacement
      • Drive Installation which includes USB mass storage (Thumb drive or Flash drive)
      • Memory Installation
      • Data Transfer / Migrations / Recovery
      • Computer Diagnostic / Estimate
      • Keyboard and Mouse Installation
      • CD, CD burner and DVD drive Installation (No Training)
      • Scanner Installation (No Training)
      • Computer Monitor Installation
      • SEMEL/Resnick VPN Access
   2. Network
      • Add computer to the network
      • Walk-through / Estimate for new cable drop
      • Network Card Installation
      • Patch and activate network port
   3. Printer
      • Printer Installation
      • All in One Printer Installation (No Training)
      • Add printer to the network

9. Authorized Software Installation (No Training or troubleshooting): All other software such as Endnote, SPSS, Filemaker, AutoCAD etc. with valid licensing document.
10. Install and troubleshoot various databases for Academic Personnel, Finance, OES, and HR department (Administrative areas).
11. Install and troubleshoot database for Institute Core Services.
12. Scan and fix virus, Adware, Malware, etc. problems on user computer (single incidence).
13. Modify and maintain various Excel Macros for Institute Core Services.
14. Modify, upgrade and maintain Institute’s time card database.
15. Generate Bi-Weekly and Monthly time sheets for Institute employees.
16. Modify, upgrade and maintain the Institute’s Core Services databases.
17. Generate Monthly reports (including conversions of H&I tables) for the Institute’s Core Services based on specific requests.
18. Modify, and maintain the NPI Faculty commitment letter database for Institute’s Core Services based on specific requests.
19. Modify NPI Admin website for Senate Members.
20. Move and setup computers and printers in new office locations.
21. Setup network and local printers. DO NOT fix or replace any hardware-related problem with the printer.
22. Coordinate with outside vendor to create new network connection port. Ensure network connectivity.
23. Configure PC with unique policy requirements to restrict various usage of the PC.
24. Backup files and images for PC that require advanced software and hardware installation and maintenance for Institute’s Core Services.
25. Facilitate monthly new hire IT orientation.
26. Attend network task force meetings as proxy.
27. Set-up laptop and projectors for presentation. (Audio Visual Group)
28. Any service call that is not initiated from the HELP desk. That means if the user bypasses the HELP desk policy and contacts any technician for immediate service. (Emergency Standard Services.)

2.2.0 Non-Standard Services:

1. Set up any personal mobile computing service and device.
2. Scanning documents, and images.
3. Creating presentation and or documents from scanned files.
4. Video Editing
5. Any assistance with Digital Media.
6. Configuring any PC with special requirements.
7. Lab computers are supported under non-standard service. (Non-standard software and non-standard configurations.)
8. Assistance with installation of any special hardware for PC.
9. Assistance with installation of FAX machine or phones.
10. Set-up and facilitate web casting.
11. For pre-existing reasons: Virus, Adware, Malware, fixes should be considered Non Standard. Example: if a users PC has Weather Bug, Webshots, Chatting or Messaging, etc. software installed then the possibility of getting “infected” increases dramatically. Also if the problems are recurring, they are treated as Non Standard support. (Recurring incidences of infection)
12. Set-up and create web site for any Division, Center, or PI’s project.
13. Set-up individual PI or center servers and maintenance of those servers.
14. Any Unix Platform Server support
15. DNS request

3.1 Requesting Consulting Services

Requesting SEMEL IT consulting or end-user technical support may be initiated and accessed by the following methods:

1. Call the Help Desk at x44357 (310-794-4357) to open a service ticket.
2. Let the agent know that you are under the NPIH group and give him/her your name, phone number, office number and a brief description of the problem.
3. The agent will create a support request ticket that will notify the NPIH IT staff of your request.
4. The IT Staff will contact you within 2 hours of the request.
5. Arrange a convenient date and time with your designated IT Staff person to assist you. Since your IT support person may be helping others, feel free to call him after you have called the Help Desk and placed a service ticket.

The SEMEL IT IT Staff are assigned to following areas of SEMEL Institute/RESNICK Hospital (NPIH): 

Semel

• • C Floor – Alex Rivera
  • B Floor
    • Alex Rivera for Fuligni Group
    • John Weathersby for Operation Mend & TIES 
  • A Floor – John Weathersby
  • 1 Floor – Phil Postovoit
  • 2 Floor – Phil Postovoit
  • 3 Floor – Phil Postovoit
  • 4 Floor – Phil Postovoit
  • 5 Floor – Nevin James
  • 6 Floor – Nevin James
  • 7 Floor – Nevin James
  • 8 Floor – Alex Rivera
  • Admin Groups
    • Finance – Alex Rivera
    • HR- Alex Rivera
    • OES – Alex Rivera
    • Academic Payroll – Alex Rivera
    • Academic Personnel – Alex Rivera
    • OROS – Alex Rivera

300 Medical Plaza

• • 1st Floor – Aurelio Navarro
    • Exception: Ste 1500 – John Weathersby
  • 2nd Floor – Alex Triggs
  • 3rd Floor – Aurelio Navarro

NRB, MRL 2nd Floor

• • Dushan Wickremasinghe

BRI

• • James Widanta

Rehab

• • Alex Rivera

Managers (Support Coverage & Event Escalation)

• • John Weathersby
  • Jason Liu

If you do not hear from your SEMEL Institute (NPIH) IT Staff person within 2 hours, please page Boston Chiou by phone or internet for immediate assistance at the following number:

Phone: 310 206-0634

http://pagenet.mednet.ucla.edu/webpager/pager.html

Pager ID: 95355

Please make sure to open the service ticket, before you contact the SEMEL Institute/Resnick Hospital (NPIH) IT staff directly.

Off-site campus support has the following areas: (helpdesk support will be served by the local CSC); however, the SEMEL Institute/Resnick Hospital (NPIH) IT Staff members listed below will be assigned to the following areas:

3.2 Hours of Operation

SEMEL IT consulting services are available during the following hours while the University is in session:

• Monday to Friday 6:00am to 6:00pm
• No walk-in availability

Hours of operation are subject to change.

3.3 Problem Escalation

First level support consultants will make every possible effort to resolve single–user issues at the time originally reported. Should this initial attempt to correct the problem result in an undetermined solution, then the service issues will be escalated to second level support consultants. Issues still unresolved will be escalated to IT Director. If a problem cannot be solved by the SEMEL IT staff, either through experience or research, a report will be submitted to the application provider if possible. Alternate means or work-around solutions may be suggested.

3.4 Priority Levels

Service issues affecting a significant number of the SEMEL Institute/Resnick Hospital

user community will be handled directly by IT Director. Issues that are affecting multiple individuals shall be given priority over those issues that are affecting single individuals. Departmental IT Staff that is resolving issues that affect multiple individuals in their department shall be escalated to senior level staff and/or IT Director.

In order to ensure reliability and performance expectations of standard services provided, SEMEL IT will periodically perform maintenance and upgrades on equipment, which support these services. Unless reported otherwise, all SEMEL IT services will be available on a 24/7/365 basis.

Information related to planned maintenance, upgrades, and outages that affect all SEMEL Institute/Resnick Hospital account holders simultaneously in a manner that will result in noticeable service differences or user required action, will be provided via an email to all account holders through their Mednet email address. The email will be sent by “NPI INFO” no later than 2 weeks prior to the planned event. The “Reply To” address for all such emails will be npiinfo@mednet.ucla.edu. The information may be sent again to all account holders via email 1 week prior.

The following outlines areas in which the end-user will be responsible.

5.1 Technical Support:

1. End-user will be responsible for identifying and resolving any non-SEMEL IT Internet Service Provider connectivity issues.
2. End-user will be responsible for identifying and resolving any non-supported SEMEL Institute/Resnick Hospital software and/or hardware issues.
3. End-user will be responsible for installing non-supported software and licenses.

5.2 Account Maintenance:

1. End-user will be responsible for identifying eligibility criteria and supplying the required information needed to request and create a new account.
2. For purposes of identity verification for AD/Mednet/Semel account with no secret word, end-users will be required to provide second form of authentication such as:
   • User’s 9-digit Employee UID
   • Alternate means of contact (email, phone)
   • Supervisor or Division Head contact information
3. For purposes of identity verification for BOL account, end-users will be required to visit the BOL Helpdesk location requesting account password changes. Users may also fax in application form requests provided the faxed document contain the following information:
   • User Last Name, First Name, Mother’s maiden name
   • User’s 9-digit Employee UID
   • Office room number
   • Alternate means of contact (email, phone)
   • Supervisor or Division Head Signature
4. Faculty and Staff of SEMEL Institute/Resnick Hospital may also request a password reset if secret word provided through their department’s IT staff.

5.3 Acceptable Use Policy:

Violation of the Acceptable Use Policy (UCLA Policy 455) can result in termination of a user account at any time.

In order to acquire feedback and identify customer needs, an online survey will be administered to randomly selected customers once service requests have been completed.  Customers are encouraged to provide their feedback during any point in time. Customers may do so by contacting the SEMEL IT Computer Quality Management/IT Director and Organizational Performance unit at CHS B7-349D or 77-361B.