2  Installs, Moves, Adds & Changes (IMACs)16

2.1  Description of IMAC Service

(a)  IMACs are activities which require physical support at the Site such as the move of a workstation, the addition of a hardware peripheral or the on-site installation of a software application.   

(b)  IMACs may only be requested by 17IMAC Requesters using the authorised process with the exception of 18[file restores] which may be requested by the User directly to the Helpdesk

(c)  19At the Authority's request, a single request for [5] or more identical events at a single Site may be handled as a single co-ordinated project of support work.   

2.2  For Installs / Adds / Changes the Service Provider shall:

(a)  prepare displaced hardware for removal (wrap cords and label appropriately) and move to the staging area designated by the Authority;

(b)  update the asset and licence tracking system with the appropriate information after the IMAC has been completed;

(c)  provide User orientation of [xx] minutes for a new PC and [xx] minutes for a peripheral; and

(d)  dispose of all the Authority owned, unwanted equipment in accordance with the agreed procedures.

2.3  For Moves, the Service Provider shall package equipment for moves by road and shall make available suitable mode of transport for physical moves (e.g. hand trucks).

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16 IMACs typically include standard procedures relating to the registration of new Users, the set-up of the required IT equipment for new Users and the removal of User authorisation e.g. following the departure of a member of Authority staff.  

17 This is to ensure that requests for IMACs are appropriately screened and authorised by the Authority.

18 The Authority would reflect its internal policy on approvals in the contract with the Service Provider.

19 This is to allow a different pricing approach where multiple IMACs are required  e.g. in relation to the roll-out of new technology/software.