Information Technology Services. HelpDesk. Service Level Agreement (SLA) Effective November 13, 2012

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1 Information Technology Services HelpDesk Service Level Agreement (SLA) Effective November 13, 2012 Holy Family University IT Service Level Agreement Page 1

2 Holy Family University Information Technology Help Desk SLA (Service level Agreement) Draft Effective Date: November 13, 2012 Version Date Description Authors /13/12 SLA defines services, policies, and procedures for the University s HelpDesk David Slowik, Instructional Technologist Gary Coleman, User Services Manager Approval Approvers Role Approval Date Vince Milnik Technical Services Manager 11/12/2012 Important Note: This document represents an initial draft agreement. The content is subject to changes that will be reflected in the Periodic Review. Holy Family University IT Service Level Agreement Page 2

3 CONTENTS (HYPERLINKED CLICK TO ACCESS TOPIC) HelpDesk Introduction... 4 HelpDesk Agreement Overview... 5 Goals & Objectives... 6 Services Scope, Timing and Limitations... 6 Periodic Review... 7 New Employees... 7 Flowchart: Information Technology Services: HELPDESK SLA Process Overview... 8 FAQs (Frequently Asked Questions / Requests) Service Agreement Details Service Scope Service Availability Support Levels by Client Category Contact Information HelpDesk Tickets Priorities and Response Times: Service Tracking and Reporting Procedures Hardware Supported Software Supported Services Supported Blackboard Learn and Outcomes Assessment VideoConferencing Web Advisor Media Center Presentation Recordings Support Procedures Rights and Responsibilities of Users Holy Family University, IT-HelpDesk. SLA, DSlowik, GColeman, File= HFU-IT-Helpdesk-SLA3d, Pg 3 of 26

4 HELPDESK INTRODUCTION The Holy Family HelpDesk is the first contact point for help with most technology hardware and systems used by the university. This includes all university owned desktop and laptop computers, printers, phones, projectors, ipads, and audio and video equipment, WebAdvisor, and special events requiring IT support. (Blackboard help is an exception where requests for help are sent using the form at the login screen.) The HelpDesk System creates an online support channel for the entire university, allowing all users to submit service request including problem tickets, create and track workflow, link appointments and tasks, and track calls made and received. Help Desk Online Forms Submission is accessible on campus only. Phone support is available from any location. User Login For First-Time Users, you must click "SAVE" before you can create a ticket. Access to Help Desk is granted via Novell username and password. When you click Create Ticket you might get a Pop-Up Blocked Message this will appear in a yellow box right below your URL address bar. Click on the yellow Pop-Up bar and select Always Allow Pop-Ups From This Site. Contact Us By web: click User Login By phone: On Campus: ext Direct line: By View Help Desk Demonstration (click to review) Holy Family University, IT-HelpDesk. SLA, DSlowik, GColeman, File= HFU-IT-Helpdesk-SLA3d, Pg 4 of 26

5 HELPDESK AGREEMENT OVERVIEW This Agreement represents a Service Level Agreement ( SLA or Agreement ) between Holy Family University and University Students, Faculty and Staff for the provisioning of IT Department HelpDesk Services required to support and sustain technology resources. This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders. This Agreement outlines the parameters of all IT services covered as they are mutually understood by the primary clients This Agreement does not supersede current processes and procedures unless explicitly stated herein. This service level agreement has been written in support of Holy Family University Students, Faculty and Staff. It outlines the technology support provided by the Holy Family IT Department, including the Help Desk, to the faculty and staff of the University. It outlines the procedures used to process requests and problems that are reported. Parties Involved are all HelpDesk Clients including: HF Technology Support All units reporting to the Vice President, Information Technology All full and part-time Students All Academic Units including the Colleges of Arts and Sciences. Education, Nursing, Business, and DEL (Division of Extended Learning). Athletics All other University administrative units Any other University administrative units not reporting to the college/schools exempted below. Holy Family University, IT-HelpDesk. SLA, DSlowik, GColeman, File= HFU-IT-Helpdesk-SLA3d, Pg 5 of 26

6 GOALS & OBJECTIVES The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent IT HelpDesk service support and delivery to our students and employees. The goal of this Agreement is to obtain mutual agreement for IT service provision between all clients and the IT Department s HelpDesk staff. The objectives of this Agreement are to: Provide clear reference to service ownership, accountability, roles and/or responsibilities. Present a clear, concise and measurable description of service provision Match perceptions of expected service provision with actual service support & delivery. SERVICES SCOPE, TIMING AND LIMITATIONS Includes all Holy Family University owned computer and audio/video hardware, software, and networks investments serviced through the IT HelpDesk. Services include resource purchases, installations, repairs, and upgrades. The IT Staff will work on network access for student or employee privately owned technology. Response and service completion times will be affected by the following factors. o Day of week and time of day request received o Request complexity o Ability to satisfy request using existing resources versus requiring acquisition of additional technology and/or human resources. o Holidays o Severe weather conditions o Ownership: University owned hardware and software will receive higher priority. o Problem Volume: Issues affecting more people will receive higher priority. Holy Family University, IT-HelpDesk. SLA, DSlowik, GColeman, File= HFU-IT-Helpdesk-SLA3d, Pg 6 of 26

7 PERIODIC REVIEW This Agreement is valid from the Effective Date outlined herein and is valid until further notice. This Agreement should be reviewed at a minimum once per fiscal year; however, in lieu of a review during any period specified, the current Agreement will remain in effect. All IT Department Managers ( Document Owner ) are responsible for facilitating regular reviews of this document. Contents of this document may be amended as required, provided mutual agreement is obtained from the primary stakeholders and communicated to all affected parties. The Document Owner will incorporate all subsequent revisions and obtain mutual agreements / approvals as required. Review Period: Recommended review and update every 6 months Previous Review Date: NA Next Review Date: March 29, 2013 Periodic reviews will be coordinated by the University s Instructional Technologist. New Employees Supervisors need to provide the HelpDesk with a written request for support services related to each new employee. The information required includes: Name, title, and location information needed in creating network and system accounts such as telephone access, networked computer access, , Datatel, Blackboard, ETC. as needed. Hardware requirements including PC versus Mac, location and specific computer and peripheral needs such as local versus networked printer and printer type. Software requirements Please provide this information as much in advance as possible to ensure that the new employee has the tools they need to perform their job. Holy Family University, IT-HelpDesk. SLA, DSlowik, GColeman, File= HFU-IT-Helpdesk-SLA3d, Pg 7 of 26

8 FLOWCHART: INFORMATION TECHNOLOGY SERVICES: HELPDESK SLA PROCESS OVERVIEW The following page provide diagrammatical overviews of the IT HelpDesk Services Request Processes. All day-to-day technology requests for help are channeled through Holy Family University s HelpDesk System. From there, request are fulfilled by the HelpDesk Staff, or forwarded to another technology support unit within the University. Holy Family University, IT-HelpDesk. SLA, DSlowik, GColeman, File= HFU-IT-Helpdesk-SLA3d, Pg 8 of 26

9 Holy Family University IT Service Level Agreement Page 9

10 Holy Family University, IT-HelpDesk. SLA, DSlowik, GColeman, File= HFU-IT-Helpdesk-SLA3d, Pg 10 of 26

11 Holy Family University IT Service Level Agreement Page 11

12 FAQS (FREQUENTLY ASKED QUESTIONS / REQUESTS) The following are quick answers to frequently asked questions regarding Holy Family University technology services. Further details are provided in subsequent pages. 1) When can I speak to someone at the HelpDesk? The HelpDesk s regularly staffed hours are as follows: Monday-Thursday: 7:45 AM until 8:45 PM Friday: 7:45 AM until 3:45 PM Other Times: Send a request by submitting a HelpDesk Ticket using the online form at the University s Home Page. There is a link at the bottom of the HomePage screen. 2) PASSWORDS: I cannot log into (various HF systems) Password changes are among the most frequent requests for help. Logging into the University PCs and various networks requires a User Name and Password. A) New students are sent a letter from the Registrar that includes their user names and passwords when they register for courses. It includes your access information for accessing all HF systems. B) New employees will be given all necessary login information by HR when they are hired. C) USERNAME versus PASSWORD 1. In most cases, the same login USERNAME is used for logging into a networked PC (as in labs or offices) and for WebAdvisor. 2. However, the PASSWORD is often different for each system and account that you use. 3. Accessing Google accounts including 4. Blackboard user names and password are linked to those for any of our other systems at this time. However, new students are given the needed login info with their course registration letter. Note: You have the option of changing your password so that they are all the same. However, they will not automatically stay the same. E.G., If you change your Blackboard password, it will not change your / network / WebAdvisor password. 3) Student: Why can t I see my course in Blackboard? A) Your course may not be using Blackboard. Check with your instructor. Holy Family University IT Service Level Agreement Page 12

13 B) You may not have been enrolled in the Blackboard component of your course. Check with your instructor to see if they are using the system, and if you need to self-enroll yourself. C) The course may not yet be made Available. Check with your instructor. 4) Student: why can t my notebook / laptop connect to the Internet? A) Clean Access software: You need to log into the Holy Family network using a program called Cisco Clean Access. All Microsoft Windows XP, Vista and Windows 7 computers used in the residence halls and for wireless access throughout the campus are required to install the Clean Access Agent client software to connect to the university network. You will also be required to install Microsoft critical OS updates and patches as well as an Anti-virus program with latest virus definitions. Macs also now require the Clean Access Agent. B) Connect to hfuinet network: The wireless network for student access is called hfuinet. Your userid and password, and the Clean Access agent are required to connect. Your wireless laptop should automatically see the hfuinet wireless network. Additional Assistance Several technology training guides, and other FAQs, are available online at the Holy Family University website. Following are the Internet addresses to check. 1) Computer Technology Services Home: From the HomePage, click the Administration tab (top right section of screen), and then click Computer Services. 2) Technology Training Website: Direct link is located under Quick Links at the left side of the University s Home Page. Holy Family University, IT-HelpDesk. SLA, DSlowik, GColeman, File= HFU-IT-Helpdesk-SLA3d, Pg 13 of 26

14 SERVICE AGREEMENT DETAILS The following detailed service parameters are the responsibility of the HF IT Department in the ongoing support of this Agreement. SERVICE SCOPE The following Services are covered by this Agreement for all Holy Family locations. Staffed Phone Support Google Monitored Support (HelpDesk Request Forms) Planned or Emergency Assistance including Event Planning Hardware Installation and Maintenance Software Installation and Maintenance SERVICE AVAILABILITY Coverage parameters specific to the services covered in this Agreement are as follows: Telephone support : Calls received out of office hours will be forwarded to a mobile phone and best efforts will be made to answer / action the call, however there will be a backup answer phone service o o o Monday Thursday: 7:45 A.M. - 8:45 P.M. Friday: 7:45 A.M. -3:45 P.M. Special Scheduled Events Support or Emergency Support only HelpDesk support: Monitored o o Monday Thursday, 7:45 A.M. - 8:45 P.M. Friday, 7:45 A.M. - 3:45 P.M. requests received outside of regular, posted HelpDesk hours will be collected, however no action can be guaranteed until the next working day Saturday Sunday: Support limited to scheduled events support and emergency needs in classrooms and residences. NOTE: Severe weather conditions will obviously impact the ability to satisfy IT Service Requests. Holy Family University, IT-HelpDesk. SLA, DSlowik, GColeman, File= HFU-IT-Helpdesk-SLA3d, Pg 14 of 26

15 Other Exceptions: Non-emergency or special event support will not be available when the University is closed due to holidays, administrative closings, or inclement weather. SUPPORT LEVELS BY CLIENT CATEGORY Full Time Faculty and All Staff Requests The Help Desk consists of full and part time staff. They will attempt to satisfy requests remotely via phone or in providing the fastest feasible response. For other requests by full-time employees, the following options exist. 1) The IT Staff will conduct office visits to assist with their technology problems; or 2) The requesting employee can visit one of the IT Department s service locations tailored to various needs as outlined here. ETC 105: HF Network Login, I.D. Cards, Google Mail, and University-owned notebook / laptop problems Adjunct Faculty Requests The Help Desk will attempt to satisfy all appropriate requests remotely via phone or in providing the fastest feasible response. For other requests by part-time adjunct faculty, the following options exist. ETC 105: HF Network Login, I.D. Cards, Google Mail, and University-owned notebook / laptop problems Student Requests The Help Desk will attempt to satisfy all appropriate requests remotely via phone or in providing the fastest feasible response. For other requests by full or part-time students, the following options exist. ETC 105: HF Network Login, I.D. Cards, Google Mail, and University-owned notebook / laptop problems Holy Family University, IT-HelpDesk. SLA, DSlowik, GColeman, File= HFU-IT-Helpdesk-SLA3d, Pg 15 of 26

16 CONTACT INFORMATION To report problems or request services for technology support: By phone: On Campus: ext Direct line: By Holy Family University faculty, staff and students have the option to place service requests and report problems via telephone, or by submitting a web form from the University s Home Page. If a phone technician is assisting other customers, the customer will have the option to hold for the next available technician, or complete an online Help Desk Request Form that automatically logs a call into the Help Desk database. All requests and problems are recorded in a database that is used by everyone in Holy Family. Calls will be escalated to the proper support groups within the University. Requests via Request Form will be entered into Help Desk database as a record. We will respond to requests within one workday of receiving the regular working hours that the University is open. Response Times: Requests received Sunday through Thursday after the listed hours will be answered: the next business day. Requests received Friday after 3 P.M., or on Saturday or Sunday, will be answered during the following Monday assuming that the University is open. Holy Family University, IT-HelpDesk. SLA, DSlowik, GColeman, File= HFU-IT-Helpdesk-SLA3d, Pg 16 of 26

17 HELPDESK TICKETS All requests for technology help require you to submit a HelpDesk Request. All requests are entered as tickets into the HelpDesk System. You can completed the ticket on your own from the University s Computer Technology Services website at You can view a demonstration of this procedure. Click on View Help Desk Demonstration Holy Family University, IT-HelpDesk. SLA, DSlowik, GColeman, File= HFU-IT-Helpdesk-SLA3d, Pg 17 of 26

18 PRIORITIES AND RESPONSE TIMES: The Help Desk will use the following guidelines in prioritizing requests and will strive to resolve the problem within the target timeframe. Actual resolutions may be shorter or longer depending on the volume of requests at any one time, as well as the specifics of a given request. However, a minimum of 80% of all requests will be satisfied within the target periods. Requests Received Monday through Thursday During Regular Working Hours Note: Requests sent after Friday 3:45 PM, or on Saturday or Sunday will be addressed after the HelpDesk opens (typically Monday 7:45 AM) Priority Life Threatening Urgent High Medium Low Criteria Problems with life saving hardware such as Fire and Security Systems Mission critical and there is no workaround available. Example: Classroom technology is not functioning as needed pending a class. Affects one to five individuals, no workaround available. Example: Computer with critical data won t boot Affects fewer than five people, workarounds available. Example: Problem using office PC, but others available Does not require immediate attention. Example : Upgrades to a new version of MS Office when existing installation is functioning well and similar in features and benefits. Response to Problem (Within) 24/7 Immediate Response Technicians will attempt an immediate response and resolution. 1 business hour 4 business hours 3 business days Holy Family University, IT-HelpDesk. SLA, DSlowik, GColeman, File= HFU-IT-Helpdesk-SLA3d, Pg 18 of 26

19 SERVICE TRACKING AND REPORTING PROCEDURES All requests are logged into the Problem Management System (Footprints). A ticket is completed by a Help Desk Specialist, or forwarded to appropriate level for research for completion. Help Desk Specialists or the accountable person s Manager is responsible to ensure timely response per stated service objectives. Client Services personnel will conduct random follow-up. Service Metrics: Category Average Wait Time Performance Criteria 95% of calls answered in less than 30 seconds Call Abandon Rate Goal Less than 5% First Call/Contact Resolution Goal Customer Satisfaction Rating New Equipment Installations 60% of calls resolved at initial call/contact Satisfaction rating of a 4.5 (out of 5.0) or higher 95% Installed in less than 6 business days once equipment arrives in IT Holy Family University, IT-HelpDesk. SLA, DSlowik, GColeman, File= HFU-IT-Helpdesk-SLA3d, Pg 19 of 26

20 HARDWARE SUPPORTED The Help Desk will provide support for university-owned, standardized, campus-wide hardware. Support is provided for classroom technology including projectors, document workstations, SmartBoards, faculty podium hardware, and printers and scanners. The same support is provided for office equipment as appropriate. The support provided will be installing and maintaining the hardware and related software. Non-routine hardware maintenance may be provided by approved vendors, and will typically exceed the inhouse service time goals. Some Help Desk and other IT staff are available for consultations on purchasing hardware for campus faculty and staff applications. The specific individuals will vary by the nature of the needed support. All new hardware purchased will be setup by the IT Network Staff. The Help Desk will assist in setting up University-based on University-owned cell phones and other devices including ipads. Data Migration for New, Recycled or Reformatted Computers The Help Desk will assist clients with backing up their document and all other files, desktop settings, browser favorites/ bookmarks and (contacts and calendars). Personal photos, videos and music on Holy Family University computers will need to be backed up by the individual to DVD or external drives. Individual faculty and staff employees are ultimately responsible for regularly backup up their personal files to their network folder and to their portable storage devices (E.G., USB Flashdrives, Portable Harddrives). Holy Family University, IT-HelpDesk. SLA, DSlowik, GColeman, File= HFU-IT-Helpdesk-SLA3d, Pg 20 of 26

21 Computer Operating Systems - Windows XP Pro SP3 - Windows 7 - Mac OSx 10.5 or later Computer Applications Software SOFTWARE SUPPORTED Help Desk will install the following software from a site license at no charge to department. Support will also include troubleshooting installations, and providing assistance on how to use hardware and software. The Holy Family University Technology Training Website provides additional help to all stakeholders on these topics. Some of the supported operating systems and applications are: Microsoft Office 2007 and 2010 (Word, PowerPoint, Excel, Access) Internet Browsers (Google Chrome, Mozilla Firefox, Internet Explorer, Safari) Google Accounts apps including Blackboard Learn and Assessment Tools SMART Technologies Antivirus Software SPSS Statistical Software Survey Research Skype Video Conferencing Anti-Plagiarism Systems Third Party Software Software not listed that departments, faculty or staff want installed on computers must have the software media and proof of license. Installing third party software can affect the computers performance. Therefore. the IT Department Staff will need to review nonstandard software needs with each client/user to ensure the appropriateness of the various options. Please note: A minimum lead time of 6 weeks is required for review and installation of 3 rd Party Software. ipad Tablet Software Software applications are the responsibility of the individual employee or student. The one exception is access to the University s network which is supported by the IT HelpDesk Staff. Holy Family University, IT-HelpDesk. SLA, DSlowik, GColeman, File= HFU-IT-Helpdesk-SLA3d, Pg 21 of 26

22 SERVICES SUPPORTED The Help Desk (ext or by completed online Help Desk Request Form) provides support for all faculty and staff in the following areas, but not limited to: Network access and security including passwords Internet access using wired and wireless connections Training in using Blackboard and computer and A/V hardware and software Network storage for employee accounts Hardware and software Installation and configuration settings Printer use and repairs Computer and other technology tools purchasing advise Specific Support Contacts Tailored To Specific Employee Client Needs Support Category Support Staff Location Support Days & Times HF Network Login Help Desk Online HFU HomePage or via phone x3402 Classroom Technology Help Desk Online HFU HomePage or via phone x3402 Office Technology Help Desk Online HFU HomePage or via phone x3402 PC and ipad Hardware Installation and Repairs Help Desk Online HFU HomePage or via phone x3402 M-Th 7:45 AM- 8:45PM Fri 7:45 AM 3:45 PM M-Th 7:45 AM- 8:45PM Fri 7:45 AM 3:45 PM Sat-Sun: Per Special Request M-Th 7:45 AM- 8:45PM Fri 7:45 AM 3:45 PM M-Th 7:45 AM- 8:45PM Fri 7:45 AM 3:45 PM Photo ID IT Staff ETC 105 M-Th 7:45 AM- 8:45PM Fri 7:45 AM 3:45 PM Blackboard: All Support Needs All Technology Hardware and SoftwareTraining Needs Blackboard Administrators Instructional Technologist link at Blackboard Login screen or ext M-F 8 AM 5 PM M-F 9:30 AM 5:30 PM (Exception: Days off since only 1 employee) Holy Family University, IT-HelpDesk. SLA, DSlowik, GColeman, File= HFU-IT-Helpdesk-SLA3d, Pg 22 of 26

23 Student Support Contacts Photo ID IT Staff ETC 105 M-Th 7:45 AM- 8:45PM Fri 7:45 AM 3:45 PM HF Network Login Help Desk Online HFU HomePage or via phone x3402 Blackboard: All Support Needs All Technology Hardware and SoftwareTraining Needs Blackboard Administrators Instructional Technologist link at Blackboard Login screen or ext M-Th 7:45 AM- 8:45PM Fri 7:45 AM 3:45 PM M-F 8 AM 5 PM M-F 9:30 AM 5:30 PM (Exception: Days off since only 1 employee) BLACKBOARD LEARN AND OUTCOMES ASSESSMENT All Blackboard Support is provided by Blackboard Administrators via phone, , or inperson visit to Blackboard Administrator (ETC 4 th floor). You can contact the HelpDesk to request help with Blackboard just as with all other requests for IT support. The Blackboard login screen offers a direct link to sending requests for Blackboard help. See the following statement at the login screen: For problems or questions about Holy Family University, please send us an by clicking here. VIDEOCONFERENCING The University conducts videoconferencing for online and hybrid Distance Learning courses as well as for administrative meetings. Support includes the following videoconferencing environments. (A) Videoconferencing Systems Owned by the University: This includes systems located in auditoriums, the Newtown Multimedia Room, and similar facilities. (B) PC / Mac Based Systems: Skype-type videoconferencing conducted using PC / Mac computer systems. Holy Family University, IT-HelpDesk. SLA, DSlowik, GColeman, File= HFU-IT-Helpdesk-SLA3d, Pg 23 of 26

24 WEB ADVISOR WebAdvisor provides access to the Datatel Colleague System through the internet. The system identifies your Class Roster, provides entry of course Grades, and other related tools. You can access your class roster, enter grades, search for classes, view your class schedule and find information on your advisees. How do I access WebAdvisor? Go to and click on WebAdvisor at the top right corner of your screen. When the WebAdvisor screen opens, click on Log In Enter your User ID and Password Your name will appear on the Welcome page when you log in successfully. You can then choose the appropriate menu Students Faculty Employees. Click On the appropriate tab to enter the main menu for faculty, student, or employee. If you need assistance or have questions on WebAdvisor, please call the Helpdesk at (267) or at You may also contact us by clicking here to complete an online WebAdvisor Request Form. (The address is Holy Family University, IT-HelpDesk. SLA, DSlowik, GColeman, File= HFU-IT-Helpdesk-SLA3d, Pg 24 of 26

25 MEDIA CENTER PRESENTATION RECORDINGS The IT Department provides recording support for classroom presentations that can be posted from Blackboard, or from faculty websites. The MediaSite Systems are: 1) ETC 105 to ETC 111 2) Portable MediaSite System temporarily set up in various classrooms. Request Requirements SUPPORT PROCEDURES Technology support requests need to provide the following information: Name, department, phone number, location of computer or other equipment A clear description of the problem or other support needed. Students must also provide their Student ID as listed on their University ID Card IT Staff Service Procedures 1. Document the request or problem Requests or problems will be captured by telephone or 2. Log the call into the database The technician will open a call in the HelpDesk database for all problems and requests from the information provided by the user. Limited troubleshooting will take place during the initial phone call. Follow ups will be done in Step Assigning calls All calls logged in the database will be assigned to the appropriate technology support technician or appropriate support group within the HelpDesk Group. The technology support technicians will contact the customer or the alternate contact to follow up on the call. Contact will be made via phone and/or Close the calls All actions taken to resolve the call will be recorded in the database. After the call is successfully resolved the call will be closed. Holy Family University, IT-HelpDesk. SLA, DSlowik, GColeman, File= HFU-IT-Helpdesk-SLA3d, Pg 25 of 26

26 RIGHTS AND RESPONSIBILITIES OF USERS Students, Faculty and Staff Technology Users If a user needs to install software as part of their work responsibilities, then their supervisor must approve them to be added as Power User to the university owned computer. Everyone is responsible for reading and adhering to University Policy on Technology and Internet Use. The Computer Use Policy Statement is located at the University s Website. The direct policy link is Holy Family University, IT-HelpDesk. SLA, DSlowik, GColeman, File= HFU-IT-Helpdesk-SLA3d, Pg 26 of 26

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