Kennebec Valley Community College Information Technology Department Service Level Agreement

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1 Kennebec Valley Community College Information Technology Department Service Level Agreement 1. Introduction 1.1 Information Technology Department Mission Statement 1.2 Information Technology Department Guiding Principles 2. Service Catalogue 2.1 Supported Services 2.2 Unsupported Systems, Hardware and Software 3. Service Levels 3.1 Help Desk Hours 3.2 Service Guidelines 3.3 Standard Help Desk Response Metrics (During Business Hours) 3.4 Standard Help Desk Response Metrics (Outside of Business Hours) 3.5 Triaged Response Metrics 3.6 Priority Descriptions 4. Typical Resolution Times 5. Reporting 6. How to Help Us to Help You 1. Introduction The following Service Level Agreement (SLA) describes how the Information Technology Department s technology support and service process works, and is designed to help outline what members of the Kennebec Valley Community can and should expect regarding the quality and nature of this support and these services. 1.1 Information Technology Department Mission Statement The mission of the Information Technology Department at Kennebec Valley is to serve the Kennebec Valley Community by offering reliable, secure and comprehensive information, communication and technology systems and services to advance the goals of the College. We achieve this mission through computing, networking and communications innovation, training and management, and a commitment to the highest levels of professionalism and customer service.

2 1.2 Information Technology Department Guiding Principles 1. Service: Information Technology is a service department; we exist to support staff, faculty, administration and students. 2. Innovation: We strive to offer the College Community the best new technologies and computing systems to ensure that KV maintains a vibrant and vital technological environment. 3. Communication and Collaboration: The Information Technology Department provides superlative customer service by communicating and collaborating with departments and individuals in a way which fosters innovation and good will in the ongoing, transparent management of KV s technology resources. 2. Service Catalogue The Information Technology Department is comprised of several functional areas, each overseeing a unique set of technology hardware, software and/or systems. 2.1 Supported Systems, Hardware and Software and support areas of note include Kennebec Valley-owned and managed: Desktop & laptop computers Computer Labs Software Network Services and access Telecommunications services Enterprise Application services Classroom Technology systems and equipment 2.2 Unsupported Systems, Hardware and Software KVCC s IT department provides only limited or no support for the following systems, hardware and software: Personally-owned Equipment o Computers, monitors, printers, and related peripheral devices o Cell phones, Smartphones and tablets Unsupported software o All Personal Software o All Microsoft Operating Systems below Windows 7 o All Apple Operating Systems below OS X10.7 o All UNIX/Linux Operating Systems (with the exception of systems managed by the Information Technology Department) Miscellaneous: o Game Consoles/Servers

3 3. Service Levels o Radios/Electronic Music Devices All requests for support and service are entered into our Help Desk ticketing system regardless of the method of contact, functional area, or duration of the issues in question. This ticketing system is not only vital for the Information Technology Department to capture and perform necessary requests, it also permits us to communicate efficiently with our requestors, to enhance problem-solving among members of the Information Technology Department team, to establish and report service and support metrics, and also to maintain an active knowledge base to facilitate future problem resolution. The Information Technology Department receives requests for support or service in one of four ways: in person, via telephone, or through the self-help Web portal of our ticketing system. 3.1 Help Desk Hours Fall & Winter Semester Hours: 7:00 AM to 7:00 PM Monday through Friday Between Semesters: 8:00 AM 4:30 PM Subject to change Holidays: Closed Hours subject to change based on College closures 3.2 Service Guidelines The Information Technology Help Desk in King Hall constitutes the first level of support for our user community. The primary goal of Help Desk staff is to resolve all issues at this primary support level. If an issue requires escalation, the Triaged Response Metrics outlined below ensure that the support or service ticket in question -- as well as all communication with the requestor -- is handled as effectively and efficiently as feasible. 3.3 Standard Help Desk Response Metrics (During Business Hours) Response in this context refers to a Help Desk representative making (or attempting to make) contact with the user in question. This response is usually made to gather additional information, and to acknowledge the request, though the problem might be simple enough to resolve at the time of this initial response. Request Category Walk-in service Response Time User immediately acknowledged, generally assisted within 10 minutes Telephone Calls Answered by a Help Desk representative may be answered by prerecorded voic based on work load Voice Mail Ticket will be created and acknowledged 1 within two (2) business hours 1 Ticket will be acknowledged provided that sufficient contact information is provided in the voic .

4 s / Web Self-Help Ticket Requests 2 Acknowledged by a human within two business hours 3.4 Standard Help Desk Response Metrics (Outside of Business Hours) Request Category Walk-in service Telephone Calls Response Time N/A Answered by prerecorded voic , acknowledged within two (2) hours of the start of the following business day s / Web Self-Help Ticket Requests Acknowledged by a human within two (2) hours of the start of the following business day 3.5 Triaged Response Metrics If a service request requires escalation beyond the first tier of Help Desk support, the table below outlines this escalation process. While the Information Technology Department is committed to ensuring that its escalation process is robust, achievable, and within industry norms and standards, the metrics outlined below represent good faith targets, and are not contractual obligations. And though input from our users is central to prioritizing service requests, ticket priority levels are ultimately determined by the Information Technology Department, using the definitions given below. 3.6 Priority Descriptions Priority Priority Definition Service Response to Customer Major A problem or issue impacting a significant group of customers or any mission critical IT issue affecting a single customer. No workarounds available. Technician contacted for initial response Very High High Non critical but significant issue affecting multiple users. Support issues that could escalate to Major if not addressed quickly. Limited workarounds available. Non critical but significant issue affecting a single user; or an issue that is degrading the performance and reliability of supported IT Services; however, the services are still operational. Limited workarounds available within 30 minutes Initial response within one (1) hours Initial response within two (2) hours 2 messages to automatically generate a ticket using the data provided, and system defaults

5 Medium A routine service issue. Workarounds are available. Initial response within four (4) hours Low A minor service issue or general inquiry. Initial response within one (1) business day Very Low A scheduled service issue or inquiry related to a future specified date Additional Priority Descriptions As required by scheduled incident or request All service and support requests by all members of our Community are important. These priority levels and descriptions are critical to determine how best to allocate Information Technology Department resources, and do not indicate the time required to resolve an issue, nor that the quality with which each help ticket is handled is tied to priority level. Service requests are prioritized based on the type, severity and time of the request. Priority 1 Major [Emergency] This resulting priority is caused by a problem, or issue, impacting a significant group of users and/or any mission critical IT issue affecting a single customer. Critical network server is down. A portion of the wired/wireless network is down (connectivity lost). Jenzabar system is down. Blackboard Course Management System is down. Portal system is down. E mail system is not functioning. Telephone system is non-operational Primary Campus Internet connection is lost or slows enough to drop connections. Unable to access shared data resulting in work stoppage. Computer labs offline Priority 2 Very High Non critical but significant issue affecting multiple users. Support issues that could escalate to Major if not addressed quickly Telephone use is interrupted for several users Server access is down for several users Internet access is unavailable for several users Network printing is offline

6 Priority 3 High - Non critical but significant issue affecting a single user; or an issue that is degrading the performance and reliability of supported IT Services; however, the services are still operational. Setting up new user accounts which have been properly submitted Single user unable to use his/her (or other) workstations Printing issues for multiple users Locked or restricted staff or faculty user accounts Priority 4 Medium Routine support requests that impact a single user or non critical software or hardware error. Single user unable to use his or her workstation, but able to use another computer to remain productive Printing issues for single users User productivity affected but not completely halted Frequently used software corrupted and needing re installation Software and hardware installs, upgrades, and other similar requests Priority 5 Low A minor service issue or general inquiry from the customer that does not affect the user s ability to meet their academic and/or professional obligations. Intermittent problems with workstation, but user still able to remain productive Non critical tutorial questions User productivity may be slightly affected, but not completely halted User requesting assistance with copying or moving of non critical files Technical consultations for pending purchases 4. Typical Resolution Times Though every incident is unique in some regards and requires a fresh approach and perspective, industry best practices and our own historical data suggests the following resolution times for these representative incident types. Please note that these are only guidelines and do not represent service level guarantees: Ticket Category Password Resets Printers Toner Replacement Target Resolution 1 hour (or immediately if made via phone or in person) 1 hour

7 Printers Jams ID Cards /Card Malfunction Network Connections Hardwired Classroom Projectors blown bulb Licensed Software Installations Shipping Parts to order* 2 hours 2 hours 3 hours 1 hour 2 business days 7-10 business days *Order to be placed 1 business day after all appropriate information and proper approvals received. Shipping typically takes 5-7 business days. Ticket will be used to update status tracking of order, arrival and deployment. Again, while every effort will be made to resolve each issue in the quickest, most complete way, resources will be focused on incidents of the highest priority level. Additionally, to address issues in a timely manner, we need complete information which includes necessary approvals, contact information for requester, all pertinent information related to the request. Incomplete tickets may take a considerably longer time to resolve! 5. Reporting A central purpose for the use of our ticket system is to report on the data collected. These reports allow the IT department to proactively assess and address issues and opportunities, and also provide a means of sharing certain support measures with our users in a timely, transparent fashion. Basic ticket reports, including new and resolved ticket volumes, are made available on the KV Portal to interested members of the KV Community. 6. How to Help Us to Help You Here are some ways that our users can help us to improve the services and support we provide: 1. When placing a service request, identify your problem fully, including type of machine, application, how long the problem has existed 2. When placing a service request, ensure that you provide us with current contact information 3. Provide a full description of any error message(s) you see on the screen 4. Submit routine requests via to including any date requirements 5. Use our Web-based Help Desk system to check on the status of a request and to see a history of your service requests 6. Contact us regarding the status of an open request if we fail to keep you informed 7. Though we constantly strive for automation and increased efficiency, we always have time for interaction and communication with honest-to-goodness humans! You should always feel free to provide any feedback or to ask questions of any IT team member.

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