All other issues are to be submitted via a request ticket utilizing the Web Helpdesk found at

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1 Information Technology This Information Technology (ITSLA) establishes the overall support levels for IT supported systems and services within the Thunder Bay Catholic District School Board. Goals of Technology Support The goals of the Information Technology Department are to: Provide a technical environment that meets the needs of the users in a secure, stable and sustainable manner Provide users with a single point of contact for support Provide advice, guidance and the rapid restoration of normal services, in the event of an interruption in service Support Hours Thunder Bay Catholic IT staff will provide support from 7:30 AM to 4:30 PM on normal business days. IT support will not be available on weekends and stat holidays. During summer break and maintenance periods (see IT System Maintenance Periods) support will be available on a best effort basis. Incident Submission Methods Major Issues - Call the support hotline at All other issues are to be submitted via a request ticket utilizing the Web found at Incident Occurrence and Reporting An incident has not occurred or is not occurring until an IT Help Desk ticket has been opened, reporting the details of the problem that is impacting an IT supported system or service. When a user creates a Help Desk ticket, they will receive an indicating the ticket has been received and a designated ticket number. Incident Triage Once an IT ticket has been opened, the IT will triage the ticket. Each ticket will be assigned to one of the Incident Management Priorities. IT Department Page 1 of 5

2 If the incident reported in a ticket, is a known issue for which a documented workaround or solution has been established, the ticket will be closed with reference to the FAQ describing the steps to be taken to solve the issue. If an IT Help Desk ticket is a duplicate of another ticket for the same incident, the ticket will be closed noting the existing ticket for the incident. Incident Management Priorities IT service requests will fall under one the following Incident Management Priorities. Priority # Mean Time to Respond (MTTR) and Definition Mean Time to Restore Service (MTRS) Major Phone Immediate or within 5 minutes on hold during busy periods. Major priority is for issues that severely disrupt delivery of service to students; either in a single classroom, an entire school, or business office. Examples of Major Requests One Half (½) Business Day or Less Network outage preventing teacher and\or student systems from accessing the Internet or instructional content during instruction time Urgent One half (1/2) Business Day Urgent priority is for issues that will disrupt delivery of service to students; either in a single classroom, business office, or an entire school. These issues must be resolved promptly, however do not immediately desist delivery of services. Teacher unable to access or having issues with computer or classroom technology during instruction time Smartboard connectivity or usability issues that will impact instruction delivery within that day One (1) Business Day High One (1) Business Day High priority is for issues that are disruptive but should be addressed quickly. Three (3) Business IT Department Page 2 of 5

3 Smartboard connectivity or usability issues that will impact instruction delivery Medium Three (3) Business Normal priority is for issues that do not directly impact the delivery critical services to students but should be addressed within a week. Printer occasionally has paper jams Ten (10) Business Low Five (5) Business Low priority is for issues that are to be addressed when time permits. Keyboard on a system is working but sticky and needs cleaning. Twenty (20) Business Major Incident Notification In the event of a major incident, such as loss of Internet connectivity, notice(s) and updates will be posted on the home screen under Messages. If the major incident prevents a school, department, or board site from having access to the IT Help Desk, the IT Help Desk staff will contact and keep administration at the affected location(s) updated on the status at least once daily. Scheduled Maintenance Notification All IT systems and servers require maintenance in order to keep them functioning and secure. For all routine maintenance, the IT Department will provide at least one (1) week notice that an IT supported system or service will be impacted. When it is not feasible to provide one (1) weeks notice, the IT Department will contact the principal(s), and/or department Manager(s) whose staff will be affected by the maintenance. IT Department Page 3 of 5

4 IT System Maintenance Periods The IT Department will perform system maintenance during the following time periods, in which support will be available for Central Office staff, but will not be available at the schools: Christmas to New Year s School Break March Break Summer Break These scheduled maintenance periods allow the IT Department, through proactive maintenance, to reduce the incidents of critical system failures and issues, rather than having to react to predictable issues that could not be addressed, without system down time. They also ensure that impact upon the Board is minimized, as planning for alternative work plans can be done in advance. During these IT Maintenance Periods, incidents may still be submitted via the Web Helpdpesk however all SLA timelines are suspended. Incident Escalation In the event of client dissatisfaction with how an incident has is being handled or the timeframe of a resolutions, the following escalation process should be invoked: 1. Client is to add a note to the ticket via the helpdesk history interface, requesting a status update of the assigned technician. 2. If the Client and Technician are not able to agree upon a satisfactory resolution, the Senior Technical Supervisor detailing the divergence and the incident number. 3. The final level of escalation is to contact the IT Department Manager. 4. Escalation monitoring, Superintendent of Education Procedure for Unsatisfactory Service When service is deemed to be unsatisfactory a detailed should be sent to IT Department Manager. Incident Resolution and Closure When the IT Department has resolved an incident, the corresponding ticket will be closed. IT Department Page 4 of 5

5 An will then be sent to the person who created the ticket, indicating that the issue has been resolved. If the person who created the ticket is not satisfied with the resolution, they may re-open the ticket to have it addressed again. Special Event Support If an event is planned that will involve a significant technology component, such as an in-service, the IT Department will dispatch a technician to the event to provide support, if the IT Department is notified of the event at least one (1) week in advance of the event. IT Department Page 5 of 5