JavaScript is disabled in your browser. Please enable JavaScript or upgrade to a JavaScript-capable browser to properly view this site. Thank you.

Monterey County Office of Education

Leadership, Support and Service to Prepare All Students for Success

Dr. Nancy Kotowski, County Superintendent of Schools

 View PDF View SLA

Service Description

MCOE-TIS provides Desktop Support for authorized computing devices and associated applications for the purpose of maintaining a productive computing environment. Desktop Support covers many phases of the computing lifecycle including purchasing guidance, deployment, maintenance, and troubleshooting. Ad-hoc user training is available as part of the troubleshooting and maintenance process.

What's Included?

This service includes the following:

Technology purchasing assistance
  • Hardware and software recommendations and assistance with establishing standards.
  • Hardware and software vendors liaison when deemed necessary by MCOE-TIS management
Computer setup and installation (new and repurposed)
  • Unpacking and connecting computer components
  • Configuring approved operating system for network connectivity
  • Installation of operating system patches and updates
  • Installation of applications
  • Transfer of data from an existing computer to a new machine. May include data conversion if necessary.
Comprehensive repair servicesSystem Lifecycle Management: Deploy, Manage, Service, Secure
  • Troubleshooting
  • Hardware failure support
  • System rebuilds
Desktop application support
  • Installation and updating of software
  • Troubleshooting of common problems
  • Help with basic usage
  • Support for non-standard applications on case-by-case basis
  • Informal for individuals and small groups only
Service Desk
  • Live phone support during normal operating hours (7:30am - 5:00pm M-F)
  • Online service portal and self-help knowledgebase
  • Remote assistance

What's Not Included?

This service does not include support for the following:

  • Non-standard devices – devices are subject to the standards outlined in the MOU
  • Migration or recovery of personal files
  • Discouraged/prohibited software
  • Execution of Job Duties
  • Non-MCOE mobile devices
  • Advanced infrastructure services
  • Formal training

How We Charge

Charges are calculated annually and are based on district device counts. The price per device is based on the following scale:

Device Count

Desktop / Laptop



1 – 99




100 - 299




300 +




How's the Service Measured?

Key Performance Indicators (KPI) will be utilized to measure MCOE-TIS performance in relation to Desktop Support Services. The following lists the KPIs that will be utilized for this purpose:


How it’s Measured

Minimum Levels

Target Levels


Mean time to Repair (MTTR) per Priority

MTTR =  (Sum of time between incident start and resolution)/Total number of incidents


Urgent = 4 hrs.

High = 8 hrs.

Med = 5 days

Low = N/A

Urgent = 2 hrs.

High = 6 hrs.

Med = 3 days

Low = N/A

Monthly & Cumulatively

Description: a metric that measures the availability of the system during normal operating hours.

Mean time to Resolution (MTTR) per Priority

MTTR =  (Sum of time between service request start and resolution)/Total number of service requests


Urgent = 4 hrs.

High = 8 hrs.

Med = 5 days

Low = N/A

Urgent = 2 hrs.

High = 6 hrs.

Med = 3 days

Low = N/A

Monthly & Cumulatively

Description: Measures the time it takes to fulfill a request or resolve an issue.

Client satisfaction

Survey instrument utilizing 5 point Likert Scale

Avg. of 4 out of 5

Avg. of 5 out of 5


Description: Subjective measure of client satisfaction based upon a survey instrument.

Contact Information   



Contact Information

Administrative Contact

Natalie Hatley

(831) 784-4247

Service Contact

Adam Gavalla

(831) 784-4264

Support Contact

Service Desk

(831) 755-0322


Kudos Korner