Base LAN Tech Support - Level 2
For districts that purchase LAN-based services Base LAN Support is essentially to provide emergency support and ongoing basic maintenance of Erie 1 BOCES field installed servers and operating systems. This emergency support provides senior level technical assistance (remote and on-site) for file server and operating system problem resolution. Basic maintenance includes upgrading and applying service packs on Erie 1 BOCES field installed servers. Exceptions would include Erie 1 BOCES application team servers such as (but not limited to): WINCAP/Citrix servers, Email, Library Services, Financial, and Student Information servers. Erie 1 BOCES Application teams are responsible for the upgrade, patching and installation of backup software and remote backup clients. Base LAN support includes LAN consultation but does not include installation or planning services which are billable per hour. Assistance and support for district inflicted: failures, corruption, or errors is NOT covered under Base LAN support and will be deemed Best Effort as time permits, and billable. Please note: Not all Microsoft services are supported under Base LAN. Please discuss with your LAN Senior for proper planning and support before implementing.Please refer to related service code 650.882 for full service details.
DELIVERABLES:District Support: The BASE LAN support fee covers the following services performed primarily by the Senior Microcomputer Technical Support Specialist assigned to the school district. The services may be performed on site, through remote management software, or via telephone. These services include:ERIE 1 BOCES field installed Servers: upgrading service packs; security issues; operating system issues; Exceptions would include Erie 1 BOCES application team servers such as (but not limited to): WINCAP/Citrix servers, Email, Library Services, Financial, and Student Information servers which are done by separate support teams. Installing anti-virus software on ERIE 1 BOCES field installed servers including assisting and demonstrating client installations. Planning: the first planning meeting for capital projects is included. It is recommended that money for additional planning time be included in the capital budget proposal for continued support.Remote management and troubleshooting. WNYRIC Application Server Support: This would include ensuring appropriate application server performance and operations, and compatibility of WNYRIC applications, installed on the same server or within the same network. This support ensures LAN resources are utilized in a manner that provides optimal performance for all WNYRIC server applications. This does not include Application upgrades and service packs are the responsibility of the individual Erie 1 BOCES application support team.
- Maintain a district LAN.
- A designated district Technology Coordinator to work with WNYRIC staff.
- Comply with regional and state standards.
- Comply with federal copyright laws.
- Provide release time for technical staff training.
- Provide sufficient time for technical staff to accomplish assigned tasks.
- Provide qualified/responsible personnel to perform needed functions of prescribed technical activities for the district's technology department.
- Provide necessary training for WNYRIC personnel to evaluate infrastructure needs providing the knowledge to design, implement, and support new technologies required for successful networking.