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Overview
Endpoint Engineering and Management (EEM) requires the use of the Temple Enterprise Desktop Service (TEDS) for all schools, colleges, and dedicated support units. This service supports Windows and macOS operating system deployments, application delivery, and policy enforcement.
Supported Operating Systems
Windows and MacOS
Agreement Overview
This SLA defines the service commitments between Information Technology Services (ITS) and Temple school, college and dedicated support units (SCD) for the deployment of a standardized, secure and sustainable platform for all Windows and MacOS endpoint devices at the institution.
Objectives
- Deliver standardized endpoint deployment for Windows and macOS platforms via Microsoft Deployment Toolkit (MDT), System Center Configuration Manager (SCCM) and Jamf Pro.
- Deliver standardized applications and policy management via Intune and Jamf Pro.
- Ensure compliance with organizational security and operational policies.
- Provide measurable service performance metrics.
- Establish clear responsibilities and escalation paths between ITS and SCD.
Scope of Services
Information Technology Services will deliver:
- Device Deployment and Configurations: Standardized OS installation (Windows/macOS), approved applications, and baseline policy configurations
- Security and Compliance Setup: Endpoint protection including, Microsoft Defender for Endpoint, whole disk encryption (BitLocker/FileVault), and policy enforcement
- Directory and Management Enrollment: Integration with Active Directory, Entra ID, Intune, or Jamf Pro
- Deployment Readiness: Validation of deployment functionality
- Support During Deployment: On-site or remote assistance for deployment changes and configurations
Service Availability
- Business Hours: Monday–Friday, 9:00 AM – 6:00 PM EST
- After-Hours Support: Available for critical deployments and for emergency escalations
- Planned Maintenance: Communicated at least 24 hours in advance
Performance Metrics
- Deployment Success Rate: ≥ 95% of devices deployed without critical errors
- Incident Response Time:
- Critical issues: within 1 hour
- Standard issues: within 24 business hours
- Resolution Time:
- Critical issues: ≤ 8 business hours
- Standard issues: ≤ 48 business hours
Roles and Responsibilities
- Information Technology Services (ITS):
- Execute and maintain endpoint deployment activities for Windows and macOS
- Maintain deployment of documentation and compliance records
- Provide timely communication on delays or issues
- SCD Customers:
- Submit deployment requests with required specifications
- Provide necessary application installers, licenses, and approvals
- Provide necessary policy requirements for OS configurations
- Ensure end-user availability for acceptance testing
Escalation Procedures
- Tier 1: Service Desk – Ticket submission
- Tier 2: EISM and SCD - Deployment procedure validation
- Tier 3: Endpoint Engineering and Management Team – Advanced OS, application and policy configuration issues
Reporting & Review
- Monthly and Annual Reports: Deployment of metrics, incidents, and resolutions
Penalties & Remedies
- Escalation to Management: Triggered if repeated SLA breaches occur
Term & Termination
This SLA is effective from January 1, 2026 and remains valid until terminated or superseded by a revised agreement.