Procurement Service Level Agreement
This service level agreement is between the ICT Service and full-time academic staff at the EUI. The intention is to establish reasonable expectations regarding procurement services and support.
In order to improve service to the users and due to the large number of PCs (800+), the European University Institute has decided to standardise its computing infrastructure so as to guarantee continuity and high-level computing support for research, teaching and administrative activities.
One of the consequences most visible to the end user is that the entire computing machinery of the EUI is composed of a small number of standard configuration types based on Wintel (Windows OS + Intel CPU) products, namely PCs with a unique standard architecture for both hardware and software.
The standard hardware configuration is composed of a desktop PC and 21" flat screen. This hardware configuration is procured at the ICT Service's expense.
There is a standard software configuration consisting of a basic software model common to all Institute staff (Staff Configuration) and in addition a suite of research-oriented software applications can be made available. The base configuration is procured at ICT Service's expense whereas the research software configuration is only partially covered by ICT Service, i.e. some software is at the user's expense (depending on the application/license agreement).
As a general rule, whenever a campus and/or unlimited license is available, the application is made available for free (at ICT Service's expense); whenever the software is available in limited quantities (as is the case with concurrent licenses) this is made available for free to Researchers and Fellows whereas specific licenses have to be purchased via any source of funding other than the ICT Service budget such as lump sums, externally-funded programmes, departmental budget, etc.) for all other academic categories including Projects and their staff.
The two items above constitute the standard appliances that are available to all full-time academic personnel that have a contract with the Institute.
Wintel configurations are procured in the framework of a 3+3 years leasing contract. At the beginning of each lease period the ICT Service updates the computing machinery in order to support baseline IT needs. The ICT Service runs a buffer stock to fulfil a predictable variability in requests (for standard appliances) occurring over the period.
The standard software and hardware configuration may be replaced by an equivalent configuration based on Apple products. Same funding model as for Non-standard Equipment (see below) applies.
Non-standard computers (e.g. home-servers or Apple computers) or accessories for the standard configuration such as external hard disks, scanners, USB pendrives, etc. are considered non-standard hardware and are procured at the user's expense (i.e. any source of funding other than the ICT Service budget such as lump sums, externally-funded programmes, departmental or Unit's budget, etc.).
The acquisition of other computing platforms, typically laptops, tablets, etc., is possible at the user's expense. In order to improve service, standards have been set for laptops, tablets and eBook readers as well. however in the case of laptop procurement, non-standard models can be chosen as well at the user's expense, save support cannot be fully guaranteed.
Moreover, the hardware warranty offered by the manufacturer will be extended to a period of at least three years (where possible).
Software products to be installed in standard appliances other than those procured at ICT Service's expense are considered to be non-standard software and are procured at the user's expense.
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TASK
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DURATION
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a)
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The user checks availability of funds and correct budget line via FM.
User contacts the ICT User Support Officer who provides tips or recommendations (mentoring phase).
The user may ask the Purchase Office to provide pro-forma offers to be aware of potential costs.
The user asks the FM for a provvisionel or a full commitment to cover the purchase.
This part of the workflow may be repeated several times until the user's needs are precisely defined in a formal procurement request via ICT Procurement Request Form.
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N/A
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b)
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The Purchase Office checks availability of the item to be purchased, requests formal offer, checks for existing provvisionel/commitment and gets approval by the Head of the ICT Service and all other Services involved as per EUI Procurement Policy.
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1 WEEK
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c)
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The FM after checking compliance with financial regulations, gets approval by Head of the Budget and Finance Service and files final commitment.
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N/A (Not controlled by the ICT Service)
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d)
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The user receives acknowledgement of purchase and estimate delivery time.
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5 WEEKS
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e)
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The product is delivered to the ICT Service.
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f)
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The user is notified by email that the product has been delivered to the ICT Service stock area.
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1 WEEK
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g)
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The Inventory Officer records the product in the asset database and sends it to the ICT User Support office.
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h)
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ICT User Support Officer configures the product (where applicable).
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i)
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End of configuration by the IT User Support officer.
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N/A
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In the instance of requests for Wintel standard products, if they are in stock, purchase is not necessary. The delivery time is max. 5 working days from the acknowledgement of the Purchase Office, i.e. parts f), g), h) of the workflow only.
The delivery time for any other product or peripheral is max. 5 weeks from the acknowledgement of the Purchase Office, i.e. parts d)-e) of the workflow. However, this may vary in unpredictable ways according to market availability. A discriminating factor is, typically, the language configuration. Products packaged by default for the Italian market are delivered, on average, within 3 weeks.
Installation and software integration (if needed) occur within one week from delivery. This corresponds to parts f), g), h), i) of the workflow.
Page last updated on 27 July 2022