• Requested Service
• End User Desk side HW support Services
• Provide problem determination and resolution on end user [laptop / desktop], commonly referred as Break Fix.
• Provide desk side technical support & remedial maintenance to restore the HW to good working order using spares provided by IBM and Maintenance of driver files for in scope equipment.
• Printer consumables replacement like fuser assembly, rollers, gears (except cartridge and paper) Provide Software Support Services and Apply provided software fixes if required (relating to Break Fix only) for Supported Desktop Products (e.g. • Operating System(s) (including Windows XP and Windows 7), patch updates which are not distributed automatically, multimedia, MS Outlook, Network Configuration and connectivity, Office Automation Software such as MS Office, Win zip, Acrobat Writer, MS Project, Printer / Scanner Configuration, internet configuration, intranet configuration, virus checking / scanning / cleaning, client backup, basic hygiene) at the End User's work location.
• Troubleshooting of all personal handheld devices including Blackberry for VIP End Users might be included; Provide OS support on the system; Virus Eradication on Standalone machines or on Networked machines using Anti Virus Software provided Implement the end user Hardware installation & removal .
• Connect the Desktop Standard Product to the LAN cabling infrastructure provided by the client within the Facility; Obtain concurrence from the End User that the Installation was completed.
• Disconnect the installed system unit, including any directly attached peripheral devices, package the equipment; End-point protection (antivirus, IPS, Firewall, Encryption, Device & Application control) Support Services.
• Under this service, TSS will undertake the following activity provided Customer central automated procedure and process is not working and TSS on-site support is required.
• Operate on existing antivirus Solutions at Customer Installation and configuration of new version / application of AV & Encryption client on in scope Desktops and laptops should automated processes fail. The corrections and response times will not affect the overall SLAs.
• Basic Hygiene (BH) and Vulnerability Assessment (VA) Services not in scope of TSS as this should be covered by IBM SO or customer.
