End User Services

DoIT's end user services ensure all State workers can access their work environments in a secure manner and with a consistent user experience.

End User Hardware Services

Service

Description

The Maryland Department of Information Technology (DoIT) End User Hardware Service provides standard computing hardware equipment leveraging DoIT discount pricing. Customers subscribing to this service must also be customers of DoIT’s End User Support Services. Our service prices are based on a 5 year refresh of all endpoints of End User Hardware Service customers. Actual hardware decisions will be made by DoIT based on the demonstrated business needs of the users. Average annual cost of standard endpoints is provided below.

Non-Enterprise customers wishing to leverage the DoIT discount pricing may procure hardware at cost (current prices shown below) plus a 10% handling fee.

Features and Benefits

Assistance with hardware procurement allowing for significant cost reduction
Standardization of hardware in multiple configurations to meet unique customer business requirements.
Hardware will be refreshed on a five year life cycle.

Department Owner
End User Services and Support

Service Owner
Eric Jensen
eric.jensen@maryland.gov
410-697-9397

Support Contact
DoIT Service Desk
service.desk@maryland.gov
410-697-9700

Status
Currently offered

Eligible Customers

Enterprise Agencies	Yes
Standalone (Non-Enterprise) Agencies	No
Counties	No
Local Municipalities	No
Public	No

Notes:
Non-Enterprise customers may purchase hardware at cost plus a 10% handling fee.

Service Prerequisites

Before service can be offered, the customer must meet the following requirements:

DoIT Provided Services	Must be an Enterprise Customer
Technical	List of current requirements for hardware
Non-Technical	Point of contacts established

Notes:
N/A

Scope of Service

This section outlines the area of responsibility between the provider (DoIT) and the customer.

In Scope	Assistance with computer, monitor and peripheral purchases and set-up. New hardware will be configured to include the following software/applications when shipped. Annual licensing costs apply to items identified with an asterisk (). See End User Support Services for applicable pricing. Windows 10 Operating System With Software Assurance (SA) () Microsoft Office ProPlus and SP3 Software Suite With SA () McAfee Security Suite () Kace Endpoint Systems Management (*) Google Chrome Adobe Reader Java List of standard applications subject to change Users may elect to have Microsoft Office ProPlus removed from machines not requiring productivity software during set-up.
Out of Scope	Printers, scanners and other similar peripheral devices Computers with requirements for non-supported operating systems, software, or configurations. Computers for non-state (personal) use.
Customer Responsibilities	Adequate communication of requirements Adequate notice to ensure a timely delivery Reasonable access to support staff to aid in installation Adherence to DoIT standards Paying all costs associated with planned and unplanned computer hardware replacement All installation and support of purchased devices (unless entering into a DoIT End User Support contract)

Notes:
N/A

Service Level Agreements

Category	Enterprise Customer	Standalone (Non-Enterprise) Customer
Response Time	Within 1 - 4 business days	N/A
Resolution Time	Dependent on equipment being requested.	N/A
Support Hours	7AM – 5PM Monday - Friday (excluding holidays)	N/A

Notes:

Delivery may vary based upon availability.
Expedited orders may incur an additional service charge.

End User Hardware Services - Services Agreement FY21