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 Technology & Operations (T&O) 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 life cycle 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 T&O 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 services

System 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

Training

  • 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 knowledge base

  • 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 CountDesktop / LaptopTabletChromebooks
1 – 99$500$120$200
100 - 299$400$100$160
300+$300$80$120

How's the Service Measured?

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

NameHow it’s MeasuredMinimum LevelsTarget LevelsFrequency
Mean time to Repair (MTTR) per PriorityMTTR = (Sum of time between incident start and resolution)/Total number of incidents
PriorityTime
Urgent4h
High8h
Med5d
LowN/A
PriorityTime
Urgent2h
High6h
Med3d
LowN/A
Monthly & Cumulatively
Description: a metric that measures the availability of the system during normal operating hours.
Mean time to Resolution (MTTR) per PriorityMTTR = (Sum of time between service request start and resolution)/Total number of service requests
PriorityTime
Urgent4h
High8h
Med5d
LowN/A
PriorityTime
Urgent2h
High6h
Med3d
LowN/A
Monthly & Cumulatively
Description: Measures the time it takes to fulfill a request or resolve an issue.
Client satisfactionSurvey instrument utilizing 5 point Likert ScaleAvg. of 4 out of 5Avg. of 5 out of 5Quarterly
Description: Subjective measure of client satisfaction based upon a survey instrument.

Contact Information

RoleRepresentativeContact Information
Administrative ContactNatalie Hatley831.784.4247 | nhatley@montereycoe.org
Service ContactAdam Gavalla831.784.4264 | agavalla@montereycoe.org
Support ContactService Desk831.755.0322 | MCOE HelpDesk

Contacts

Trisha Paulson

Chief Technology & Operations Officer
tpaulson@montereycoe.org
Phone: 831.755.0324

Natalie Hatley

Executive Assistant
nhatley@montereycoe.org
Phone: 831.784.4247

Kudos Korner