Desktop Support. For desktop support related Services, the Company shall pay Titan an annual fee equal to the Company's percentage of Titan's annual cost of its desktop support function, with the percentage being the percentage of the Company's average headcount to the total Titan Group average headcount as of the last day of the last fiscal year and as of the end date of each of the four quarters of the current fiscal year ("DESKTOP SUPPORT FEE"). Prior to the beginning of each fiscal year, Titan will estimate the Desktop
Desktop Support. CRC Group IT will provide basic IT-related support for the OPC Group personnel (including CBRE as part of the “Office of the Building”) at the Wilshire office building through December 31, 2014, and Van Nuys Airport flight support personnel until such flight operations have relocated to Houston (anticipated to be no later than the end of Q2 2015). Commencing on January 1, 2015, (a) OPC Group IT will provide all IT and network support for the OPC Group personnel (including CBRE as part of the “Office of the Building”) at the Wilshire office building, and (b) CRC Group IT will provide all IT and network support for the CRC Group personnel at the Wilshire office building until the expiration of the Office Term under Annex B, Part VII, Section A.
Desktop Support. 2.1.1.Setup, maintenance and support of workstations and user accounts, including: Installation of applications Updating of desktop operating systems and security patches Upgrading of hardware such as RAM and graphics cards Upgrading of software as necessary and in accordance with office policies Updating email accounts and group listings Setting up machines on the network Responding to user’s technical issues. Attending to issues and user queries in a timely and responsive manner Keeping users informed of issue status where appropriate Logging of all issues and actions Redirecting issues to other parties where appropriate
Desktop Support. BearCare desktop support is a predictable, cost- contained approach to fully Managing Customer desktop support requirements without investment in costly personnel or management software products. BearCare desktop support provides problem resolution to the end User desktop via the Bright Bear Support/Helpdesk pursuant to Section 6.2.
Desktop Support. Bright Bear will provide Management and support of the desktop environment, first-level triage of hardware failure and network connectivity issues, patch Management of Operating System to ensure that workstations and servers are updated with the latest Microsoft Operating System updates and service packs as deemed necessary, anti-virus Management to ensure that the latest anti-virus patches are applied to the workstations and servers in a timely manner, scans for existence of malware/spyware programs that potentially reduce performance, and assure availability of base Microsoft Office Applications. Bright Bear will also provide standard security policies for workstations. Automated workstation maintenance will be performed on a regular basis as per standard maintenance schedule or as coordinated with Customer. Alerts are generated on failed maintenance conditions. Alerts are addressed during Bright Bear’s regular business hours only. Maintenance includes: • Disk defragmentation (optional) • Disk cleanup (optional) • Antivirus scan (AV definition updates will be performed on a daily basis) • Patch application (if applicable) • Monthly executive summary report e-mailed to Customer contacts. (Optional) • Malware Removal Prior to Bright Bear accepting the Management of the workstation or server environment, a Field Engineer will perform a site assessment and general health check to ensure the environment meets minimum requirements. Bright Bear standard hourly rates apply to such assessment. Once an assessment is done, a recommendation will be made regarding remedies to be implemented in order to stabilize the environment for acceptance into the BearCare Management process. Following is a list of prerequisites that must be met to qualify: • Currently supported Microsoft Windows Operating Systems versions per vendor’s current list of supported versions • All workstations must be a member of an active directory domain (no standalone workstations or workgroups) • Print driver support is included, but printer functionality will remain the responsibility of the manufacturer or User. Printer functionality includes anything to do with the physical maintenance of the printer Device hardware and functionality not related to the print driver, including but not limited to: o Out of paper o Out of toner or ink o Paper jams o Loss of power • Valid software licenses are required. • Major hardware manufacturers are supported
Desktop Support. Ordering, installation, configuration and maintenance of workstation hardware and software. The District will have access to the County’s Help Desk for ongoing support and problem resolution.
