The following Service Description covers the Amplify IT Workplace solution and its components. For a full description of our overarching Managed Services covering response time expectations, implementation/onboarding, how we provide support, limitations and client responsibilities please start here.
Overview
Amplify IT Workplace is designed to manage and support the lifecycle of employee IT needs, from the moment they join an organization until the time they depart. The goal is to ensure each managed workstation has resources necessary for peak productivity, remains operational, secure, and up to date.
Below is an overview of each key feature with full details following:
Employee Onboarding and Offboarding
Employee Onboarding and Offboarding offers streamlined processes for seamlessly integrating new employees into IT systems and securely removing departing employees. This includes ensuring access rights and permissions are appropriately assigned during onboarding and revoked during offboarding, protecting sensitive information, and maintaining IT security.
How It Works
Employee Onboarding and Offboarding processes are designed to ensure a smooth transition for employees entering or exiting an organization. Upon notification of a new hire or departure, ITS initiates a series of actions:
- Notification: Clients should notify ITS as soon as possible, preferably a week before the employee’s start or departure date, to allow sufficient time for account setup or account revocations.
- New Employee Setup: For onboarding, ITS collects necessary details, including role-specific software and access requirements. IT systems and accounts are prepared, ensuring secure and appropriate access.
- Exiting Employee Process: For offboarding, ITS ensures a secure and comprehensive revocation of access rights across all IT systems, performs data backup as necessary, and guides on transitioning work-related data.
- Data Migration: ITS facilitates the migration of work-related data to or from the employee’s workstation as part of the process.
- Audit and Verification: Both processes conclude with an audit to confirm all steps have been executed correctly, followed by verification with relevant managers or department heads.
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Windows Workstation Provisioning
Provisioning involves careful setup and configuration of Windows workstations that the client has acquired via ITS, for new and existing employees, ensuring each workstation is ready for immediate productivity. This includes installing necessary software, configuring system settings according to role-specific requirements, and ensuring connectivity to essential services.
How It Works
Workstations Provisioned at the ITS Deployment Services Center (DSC):
The process of workstation provisioning for new employees is initiated upon receiving details about the employee. For existing employees, who are receiving a new workstation, acquired via ITS, as part of a lifecycle refresh effort, the process is similar.
- Procurement Initiation: We determine the optimal hardware and software setup based on the employee’s department and role, adhering to performance and security benchmarks.
- ITS DSC: Workstations, acquired via ITS, are shipped to our center for set-up and testing services prior to shipping to the client or employee location.
- Asset Tracking: Upon arrival, workstations are asset tagged and their information is entered into the ITS systems for asset tracking purpose initiating the asset lifecycle process.
- Setup and Testing: The workstation is rigorously tested to validate the functionality of applications to meet ITS standards and your specific needs. This includes:
- workstation is powered on and added to ITS’s deployment systems,
- ITS-approved standard Windows build installed,
- all updates from the workstation manufacturer are applied, and
- compatibility with the client’s essential business applications is verified.
- For existing employees receiving a new workstation, ITS will facilitate end user transition to the new workstation including data transfer.
- Shipping: Clients request their shipping priority and the ITS DSC prepares the order for shipment to the client. Clients are billed for shipping charges.
- Delivery and Orientation: Once workstations are delivered to the client, an orientation session is offered to the end user to ensure standard software, like Outlook, is working for the employee. Peripheral devices, such as printers and web cams, are set up and tested.
Windows Workstations Shipped Directly to Client Site:
Windows workstations, procured via ITS, and delivered directly to the client’s requested location will require the client’s involvement for the configuration process. Once the client receives the workstation, they will need to unpack it and perform the initial setup to allow ITS remote access to the device. Asset tagging is not included when workstations are shipped directly to the client.
Subsidized Workstation Provisioning and Deployment Fees
|
Remote |
On Site |
| Standard Hardware |
$150 |
$550 |
| Non Standard Hardware |
$400 |
$700 |
Please note: The same fees apply when reprovisioning existing standard or non-standard hardware, provided it is still within its usable lifecycle. Outdated hardware that no longer meets current technology standards will not be reprovisioned.
Frequently Asked Questions
- Are shipping charges included in the service? Shipping charges are not included in the service as charges are based on final destinations and the priority of the shipment. We will assist with estimates on rates for various priorities of shipping and will bill the client for the actual charges.
- What information is needed from the client to initiate a provisioning? We’ll need the employee’s role, preferred software, any special requirements, and their start date to ensure a seamless setup.
- How long does the provision process take? The timeline can vary depending on the complexity of the setup, and our goal is to complete provisioning 1-2 days before the employee’s start date.
- Can I repurpose old equipment? No. The expectation is that once a computer that has reached the end of its lifecycle and replaced it will be decommissioned.
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Workstation Monitoring & Alerting
Workplace delivers continuous monitoring and alerting for workstations to maintain performance and to identify security issues. Workplace Services provides real-time insights into workstation health, enabling proactive management of potential issues before they impact productivity.
How It Works
Our monitoring tools are constantly at work, scanning for performance anomalies.
- Real-time Monitoring: Utilizing advanced software, we track system health, application performance, and security status in real-time.
- Alert Generation: If issues are detected, alerts are instantly generated and classified based on severity, triggering predefined response protocols.
- Proactive Intervention: For critical alerts, our team initiates immediate intervention to address the issue before it affects the user’s productivity.
Frequently Asked Questions
- What types of issues can the monitoring system detect? It can detect a wide range of issues, including hardware malfunctions, disk space issues, and software crashes.
- Will we be notified of all alerts? Notification preferences can be customized. Typically, clients are notified of critical issues.
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Workstation Patch Management
Regular updates and security patches for workstations are essential to protect against vulnerabilities and ensure software is kept up to date. Workstation Patch Management automates this process, scheduling and deploying updates outside of peak hours to minimize disruption.
How It Works
Our patch management strategy is designed to minimize disruptions while keeping systems secure and up to date:
- Patch Identification and Testing: We continuously monitor new patches, which are then tested in a controlled environment to ensure compatibility and stability.
- Scheduled Deployment: Patches are scheduled for deployment during off-peak hours or times agreed upon with the client to minimize impact on daily operations.
- Confirmation and Reporting: After deployment, systems are verified to ensure the successful application of patches, with reports made available to the client.
Frequently Asked Questions
- Does Patching include updates and upgrades? Updates are minor releases that focus on bug fixes, security patches, performance and they are included in patching. Upgrades are major releases, new versions of the software and introduce new features, functionality, and sometimes a new user interface. Upgrades are not included in Workplace monthly services but are available on a billable, project basis.
- What is included in Patching? Microsoft Windows updates are included in patching. Third party products are not included.
- How often are patches applied? Patch schedules vary based on the severity of the vulnerabilities addressed by the patch and is usually a monthly patch cycle. Critical patches, as defined by the vendor, will be scheduled as required.
- Can a client opt out of certain patches? Yes, if there are specific patches you wish to exclude, due to compatibility issues for example, we can accommodate those requests within our patch management policy.
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Workstation Hardware Break/Fix
When hardware issues arise, Workplace includes Workstation Hardware Break/Fix to provide timely troubleshooting and repairs. From diagnosing the problem to replacing defective components, we ensure that workstations remain operational, reducing downtime and maintaining user productivity.
How It Works
- Issue Reporting: Users initiate the process by reporting hardware issues through our dedicated support portal, email, or hotline. Including information about the warranty status of the affected hardware is encouraged.
- Initial Assessment: Upon receiving a report, our team conducts an initial remote assessment to diagnose the problem. This step includes verifying the warranty status of the hardware. For devices under warranty, we prepare to manage the warranty claim process on your behalf.
- On-site Visit or Warranty Management: If the issue requires physical intervention, an on-site visit is scheduled which may involve personnel from an authorized vendor service provider. For devices covered by a warranty, we initiate the claim process, leveraging the warranty for repairs or replacements whenever possible.
- Resolution: We will perform repairs or replace faulty components as necessary. For devices not under warranty, ITS and the authorized vendor service provider, if applicable, will make a reasonable effort to fix the issue and, when needed, provide recommendations for replacement based on the specific needs and budget considerations.
- Testing and User Confirmation: After addressing the issue, comprehensive testing is conducted to ensure the problem is fully resolved. We then seek confirmation from the end user to ensure their satisfaction with the resolution and the workstation’s performance.
- Support and Maintenance: Beyond immediate repairs, our service includes advising on maintaining hardware warranties and assisting with the warranty claim process. This proactive approach ensures quicker and potentially cost-free resolutions. For non-warrantied devices, we’re prepared to offer effective troubleshooting and strategic recommendations to keep your operations running smoothly.
Frequently Asked Questions
- What types of hardware issues are covered under this service? This service covers a wide range of hardware issues, including but not limited to, hard drive failures, memory issues, motherboard malfunctions, and power supply problems.
- Is the cost of replacement parts included in the service? No, the cost of replacement parts used for repairs is not included in the service. However, we are committed to assisting you in identifying and acquiring the appropriate parts for your needs. Our team will leverage their expertise to recommend and acquire high-quality, compatible components that ensure the reliability and performance of your workstations.
- How quickly can I expect a technician to arrive for an on-site repair? Response times for on-site visits vary based on location and technician availability but typically occur within 24 to 48 hours of the initial report.
- What happens if a workstation can’t be fixed on-site? If a workstation cannot be repaired on-site, we will arrange for it to be taken to our service center for more extensive diagnostics and repairs.
- How does maintaining a hardware warranty benefit me? Maintaining a hardware warranty ensures quicker resolution times and access to original manufacturer parts and services.
- What if a device is not covered by a warranty? For devices not covered by a warranty, ITS will still provide reasonable effort to troubleshoot and repair the issue. If repairing is not feasible, we will recommend suitable replacement options.
- Will ITS handle the warranty claim process? Yes, for devices under warranty, ITS will manage the entire claim process on your behalf, ensuring a hassle-free resolution.
- Can ITS provide temporary workstations during repair? We recommend clients maintain a set of spare workstations for situations like this. Clients with spare workstations available can submit a request for ITS to provide a spare for an end user. ITS does not maintain an inventory of workstations unless the client chooses to purchase them in advance.
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Workstation Inventory
ITS deploys sophisticated tools to allow us to monitor, alert, and patch workstations for clients. We’re also able to provide inventory reports of these workstations including reports, such as devices nearing the end of vendor support so proactive plans can be put in place to acquire and provision replacements.
How It Works
- Workstation Inventory Reporting: ITS will review with the client a list of workstations whose models are nearing end of support via the vendor. If requested, ITS can provide the client with a proposal to upgrade the workstations to newer models. A plan can be developed to procure the new workstations and Provision them as described in Workstation Provisioning section.
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