MCCCD SERVICE LEVEL AGREEMENT 1.0

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1 MCCCD SERVICE LEVEL AGREEMENT 1.0 Service Level Agreement ( Agreement ) between GCC IT and GCC Employees for Employee Deskstop User Support Service The Agreement covers the provision and support of the Employee Desktop User Support Service which provides enduser support for Employees who use GCC supplied workstations to perform their job-related This Agreement remains valid for twelve months [or alternate time period] beginning July 1, 2010 and ending June 30, Minor changes may be recorded on the appropriate form at the end of this agreement provided they are mutually agreed upon by both parties and managed through the approved change management process. Authorized by: Name: Job Title: Date: Name: Job Title: Date: Version History: # Date File Name File Location Approved By GCCEmployeeWorkstationSupport SLA-2.doc 7/27/2010 Page 1 of 12

2 Table of Contents Service Description:... 2 Scope of the Agreement:... 2 Service Hours:... 2 Service Availability:... 3 Customer Support:... 7 Contact Points and Escalation Path:... 8 Service Performance:... 8 Service Continuity:... 9 Security:... 9 Responsibilities: Service Reporting : Service Reviews: Glossary: Service Description: The Employee Desktop User Support Service consists of GCC Employee end user support for hardware, software, and connectivity related issues for GCC Employees utilizing GCC IT suppled computer equipment in the performance of their jobs. Deliverables include response to service requests, provision of requested hardware, software and connectivity, repair of GCC owned employee desktop computing equipment, GCC owned software problem resolution, and resolution of network connectivity issues within the control of GCC OIT. The purpose of this service is to support our employees in the efficient and effective performance of their job duties. Scope of the Agreement: All GCC-owned computing equipment (including CPUs, keyboards, monitors, mice, printers, scanners, etc.) and GCC-owned software used by employees in their work environment is covered by this Agreement. Employee-owned equipment and employee-installed software is not covered by this Agreement, except to the extent there is limited support for personal computing devices that connect to GCC s Wireless network or that synchronize with GCCIT services such as and calendaring. Service Hours: Helpdesk Availability HelpDesk Hours of Operation: 7am-8pm M-R, 7am-6pm F. Contact via: walk-in, telephone, chat services, and during hours of operation. Other services: Online tutorials, documentation, and help pages that include limited selfhelp options available 24X7 on the Internet at: GCCEmployeeWorkstationSupport SLA-2.doc 7/27/2010 Page 2 of 12

3 24X7 support for SIS and Blackboard (MEID password resets) is available through PerceptIS by calling Additonal 24x7 support for SIS and MEID is available via MyMaricopa.edu Service Availability: Hardware Upgrades to an Existing Workstation Hardware upgrades not part of the standard hardware configuration will be filled in 10 business days upon receipt of an approved request if request is under $1,000. Requested hardware exceeding $1,000 may take up to 3 weeks due to additional District purchasing processing needs. Shipping time and/or vendor availability may delay some requests. Hardware upgrades that would be part of the standard hardware configuration and are in stock, such as memory or disk space, will be completed within 1 working day of the request date. Workstation Upgrade Process (WUP) Requests exceeding a minor hardware upgrade that warrant a bump in computer processing power will require up to a 6 month lead time based on hardware availability and/or budget constraints. The computer replacement cycle is an annual process, where office machines are purchased once a year. Requests are evaluated based on need and then assigned on a first-come first-served basis. UnResponsive Workstation Repair TSS Hours of Operation: 7am-7pm M-F Initial Response Time for workstation issues is 1 hour from the Work Order Open Date/timeduring operational hours. Calls after 6pm may be returned by noon of the next business day. Functional Repair: IT will provide resolution for standard repairs within 3 hours of an agreed upon service time, during operational hours. In-Depth System Issues: IT will provide resolution for non-standard technical issues related to in-depth system or hardware issues by replacing or reimaging a system within 24 hours of an agreed upon service time. Full Functionality Repair: IT will restore full functionality within 3 business days. Personal Hardware Integration A personal computing device, as defined for this purpose, is any type of laptop, handheld, PDA or other device that would typically connect to a wireless network or to a computer that would synchronize GCC data (calendar, ) with the device. GCCEmployeeWorkstationSupport SLA-2.doc 7/27/2010 Page 3 of 12

4 Due to the variety of personal computing devices on campus, GCC IT can provide only limited support for such devices to our network. We will provide configuration information in the form of documentation for syncing IT services such as , calendaring, and wireless. Technicians will provide consultation services of such devices, but will not provide routine help with these personal devices. If the personal device requires software to be installed on an egcc computer, IT will provide access privileges to perform the install. The client is responsible for licensing of personally-owned software installed on MCCCD computer workstations. After install, IT will provide answers/documentation for basic configurations for connectivity of a personal device, but will not troubleshoot any software issues. In the event the client s computer is not running correctly, either due to software install, or for any other issue, IT will reimage the computer back to its original state and the client may reinstall any needed software. Software Version Control IT will only support one version of each software package. We will have a phase out period of one semester, IF POSSIBLE, if requested by a client prior to the install of the newer version. Consideration will be made for academic versions. Installation Access to software already owned by GCC and available via MS AppV: 1 working day. Local install for one workstation (additional workstations will take longer depending on the number of stations and complexity of install): 5 business days. Emergency install for one workstation (additional workstations will take longer depending on the number of stations and complexity of install): 1 business day. New Software Purchase All software requests must go through the software request process, including specialty, client supported purchases. After receipt of the completed and approved software request form, IT will submit the CFS Requisition for the software within 2 business days. After receipt of software, IT will catalog, copy, and make provisions to install within 3 business days. New Software Special Circumstances (downloads, PO s not accepted by vendor) All software requests must go through the software request process. After receipt of the completed and approved software request form, IT will order the software within 5 business days. IT will make provisions (codes, disks, privileges) to install the software. GCCEmployeeWorkstationSupport SLA-2.doc 7/27/2010 Page 4 of 12

5 Evaluation Software (trial downloads or demos) IT will provide access privileges to perform the install. After install, IT will provide answers/documentation for basic configurations for connectivity, but will not troubleshoot any software malfunctions or issues. The client is responsible for licensing of evaluation software installed on MCCCD computer workstations. Troubleshooting Initial Response Time for workstation issues is 1 hour from the Work Order Open Date/time during operational hours. Calls after 6pm may be returned by 12 noon of the next business day. Software troubleshooting will be handled by the Helpdesk staff. Messages will be returned within 30 minutes during hours of operation when not a high volume time (beginning of semester, when systems are down). Technicians will provide 15 minutes of support for initial configuration of software, but will not provide routine help with client supported software. Additional software training is available through Training and Employee Development. Off Campus Connectivity Troubleshooting Although the Helpdesk staff is trained to answer basic VPN and Remote Desktop issues over the phone, during operational hours, in-depth resolution will require a Helpdesk Ticket to be escalated to the technical staff. Initial response time for off-campus connectivity issues is 2 hours from the Work Order Open Date/time during hours of operation. On Campus Connectivity Remote Desktop Access Although the Helpdesk staff is trained to answer basic Remote Desktop issues over the phone, during operating hours, in-depth resolution will require a Helpdesk Ticket to be escalated to the technical staff. Initial response time for workstation issues is 1 hour from the Work Order Open Date/time during operational hours. Calls after 6pm may be returned by the morning of the next business day. Access Issues egcc accounts: egcc account password resets and log in issues are handled through the HelpDesk during operational hours. MEID account: MEID account password and log in issues are addressed through the HelpDesk during operational hours. NOTE: While the response times, times to repair, etc., are very logical and practical measurements that can be documented as they occur, they are not easily trackable via our existing Rio Helpdesk software. Either the software needs to be tweaked to allow such tracking GCCEmployeeWorkstationSupport SLA-2.doc 7/27/2010 Page 5 of 12

6 in order to measure our results, or new service/help desk software will need to be purchased. As it stands we cannot effectively track the metrics provided in this SLA Customer Support: Hours of Operation: The GCC IT Helpdesk can be contacted by walk-in, telephone, , and chat services. The Helpdesk is available (Fall and Spring) M-R 7 am 8 pm, F 7 am 5 pm Technical support staff for desktop issues is available (Fall and Spring) M-F 7am-7pm. After hours Contact Information : Basic account support and instructor help can be requested through HT1 (53458) between 8pm and 10pm M-F; 8-5pm Saturday; 11-6pm. Sunday (Fall and Spring). Off-Hours Emergency Support is available through voic at Support is staffed via pager by OIT department managers. Automated Support Functions: PAT tool MEID password resets available at egcc Password Resets: Online Technology Resource Page: MEID and other SIS support: MyMaricopa.edu Incident Response Times: Immediate Help Desk response by telephone during operating hours. Callbacks within 30 minutes of message. Initial response by technical staff is 1 hour. Phone call ACD in use at Help Desk, calls answered in the order they are received. Call Backs from Voic - left within 30 minutes during operating hours. answered within 30 minutes. Call Backs from After Hours Voic by morning of next business day Methodology for requesting and obtaining special or additional support inside and outside normal support hours: GCCEmployeeWorkstationSupport SLA-2.doc 7/27/2010 Page 6 of 12

7 Inside Normal Support Hours: Walk-in: HT1 West Helpdesk Helpdesk Phone Line Helpdesk: Live Chat: Outside Normal Hours of Operation: Helpdesk Voic Outside of normal hours of operation: Support Pager - (Emergencies Only) Incident Impact/Priority Codes: Classroom issues are given a Priority 1, issues that effect multiple buildings or the entire campus are given a Priority 2, all others are general calls. Contact Points and Escalation Path: All IT issues, questions, requests, etc are asked to be directed through the Technology Help Desk. HD staff will write up work orders as appropriate, escalate to appropriate OIT staff, even escalate to other campus departments if appropriate. Any complaints that are of a technical nature are handled through the Office of Information Technology. They begin as a written or verbal complaint from a client and are escalated as follows: Official Complaints HelpDesk Staff (walk-in, phone, ) Manager, Helpdesk - Sherry Johnson, Possible escalation to the manager of the area of the complaint Escalation to the Director of the service area in question. V.P. of Administrative Services & Planning, Greg Rogers In compliance with the GCC Student handbook, any complaints regarding Student to Employee are handled through the Office of Student Life. Service Performance: In general, IT service starts when a customer calls, s or walks to the help desk. The help desk and technician staffs are serving both students and employees and usually student issues have a higher priority (recognizing that often an employee issue is actually a multi-student issue). Customer contacts the help desk 1. HD staff attempts to characterize the problem, if possible resolve the issue immediately. GCCEmployeeWorkstationSupport SLA-2.doc 7/27/2010 Page 7 of 12

8 2. If not possible to resolve immediately, write up work order and escalate to appropriate OIT staff for further work/service. 3. OIT staff receives wo, evaluate urgency, and prioritize with current work load and SLA. 4. WO holder makes contact with customer to verify details or gather more info and to establish timeframe and/or expectations for resolution. 5. WO holder works on and resolves the issue. May or may not have additional contact with customer during work time. Makes notes in wo as work progresses, including customer notes, if needed, to keep customer informed. 6. Issue resolved, customer confirms the issue is resolved. 7. WO holder completes technical notes section and closes the WO. Work order system sends automated response to notify customer of closure. 8. Sometimes the issue reappears; the customer can reopen the previous WO or contact the help desk for a new write up. Reopening the WO is preferable since the history is maintained so that a better resolution may be found. Measures in the area of response time have two variables that should be taken into consideration. First, there is no offical way to track the report time of an issue other than to track WO creation time. HD staff endeavor to create WO with as little delay as possible, however Service Desk issues such as system down or high student traffic may slow down the write up and/or escalation process. Therefore, the timer really cannot start until the WO is created. This part of the process cannot currently be automated with the existing HD SW, ACD phones, tools, and v-mail tools. Service Continuity: GCC has not yet developed a formal Service Continuity Plan. Once it is developed, it will be included here, and any variations required for this SLA will be noted. Security: OIT information security, network, and associated personnel are responsible for maintaining the availability, confidentiality, and integrity of GCC computing resources, networks and data. This includes design of the campus networks, firewall(s), antivirus strategies and/or software, maintaining appropriate patch levels, analyzing the network and systems for known or potential vulnerabilities, and remediating issues as they are discovered. Users of GCC and/or MCCCD computing resources and data are responsible for the security of User ID (login) and Password(s) to any computer system for which they are granted access. Users have the following responsibilities: Protect password confidentiality; GCCEmployeeWorkstationSupport SLA-2.doc 7/27/2010 Page 8 of 12

9 Comply with Maricopa Computing Resource standards, and support compliance with federal and state statutory and regulatory requirements; Protect access accounts, privileges and associated passwords (examples: not sharing my password and not logging on for others); Maintain the confidentiality of information to which they are given access privileges; Accept accountability for all activities associated with the use of individual user accounts and related access privileges; Not to change the computer configuration unless specifically approved to do so; Not to disable or alter the antivirus and/or firewall software; Not to download, install or run unlicensed or unauthorized software; User only licensed and authorized software; Ensure that use of GCC/MCCCD computers, , computer accounts, networks, and information accessed, stored, or used on any of these systems is restricted to authorized duties or activities; Report all suspected security and/or policy violations to my Help Desk; and, Report all known privacy violations to the appropriate entities. GCCEmployeeWorkstationSupport SLA-2.doc 7/27/2010 Page 9 of 12

10 Responsibilities: Employee Responsibilities: Customer agrees to: Follow appropriate procedures. Consult the FAQs for non-emergent issues online at Direct all IT related issues not addressed by online tools to the "Technology Help Desk" (see above for contact information). For IT emergencies outside of normal operating hours use the "off hours emergencies option on the voice menu for the help desk. Purchase PC and related hardware and software through approved processes. Help convey urgency so the Help Desk staff may issue appropriate priority (low, medium, high or urgent) for an incident. Request and schedule special services (for example, installation of new equipment, afterhours support) well in advance. Only install unsupported software on user desktops at their own risk. Any compromised system will be re-imaged. Be aware of and adhere to the Computing and Networking Acceptable Use Policy. Be willing and available to provide critical information within one working day of receiving a request for information from OIT seeking to resolve a Customer issue. Take responsiblilty for licensing and support of any evaluation software including trial downloads and demo software installed on MCCCD computer workstations by themselves or at their request. Be aware workstations customized by the user will be returned to the default image if reimaging is required. Service Provider Responsibilities: General responsibilities: Create and add appropriate documentation to the online FAQs to address Customer issues. Meet response times associated with the priority assigned to customer issues. Maintain appropriately trained staff. Help Desk responsibilities: Log and track all Customer requests for service through the approved system. Communicate with the employee, including follow-up on completion or closing of work order via automated work order system. Database & Application Services responsibilities: Schedule maintenance (downtime) between 12 midnight until 7 A. M.. unless circumstances warrant performing maintenance at another time. Network Team responsibilities: Schedule maintenance (downtime) between 12 midnight until 7 A.M... unless circumstances warrant performing maintenance at another time. GCCEmployeeWorkstationSupport SLA-2.doc 7/27/2010 Page 10 of 12

11 Service Reporting: GCC SLA for Employee Desktop User Support As service desk software becomes to available to GCC, GCCITwill provide monthly updates on the services and service targets contained in this SLA. Service Reviews: This Agreement and its associated service targets will be reviewed annually by the VP-IT and by PSTaRT. Glossary: ACD tool: Automated Call Distribution. This is a Call Center tool in the phone system utilized by a number of departments on campus. It allows one number to be served by multiple individuals in multiple locations across campus. Callers will be placed in a que and assisted in a first come-first served basis. Following business day: The next normal operating hours day. Full functionality: The operational status of the employee s workstation, including all GCCIT supplied/supported hardware and software are returned to full function. In-depth system issues: Issues that can be resolved in a short period of time by using all basic troubleshooting procedures. Such failures can include but are not limited to: failure due to viruse/malware intrustion, system scripting/registry key issues, non operation due to an unauthorized software install. If a failure occurs that cannot be recovered from within our agreed upon repair time the recourse is to completely re-image the computer. Initial reponse Time: The length of time between when a problem is reported to the helpdesk and when a the client is contacted by the helpdesk. IVR: Interactive Voice Response or Phone Menu Tree. This allows the Help Desk (and other depts.) to offer multiple connection services from one phone number IVR menu to HD ACD, HD voic , PerceptIS support, Media services, Off-hours emergency voic . Network connectivity: Functional connectivity to on-line resources utilized for college business purposes. Normal hours of operation: the posted days and times the service is staffed during the semester. Hours will vary during semester breaks. PAT: Personal Administration Tool: On line tool available to staff for resetting MEID/MEMO password, changing personal information in the directory, changing vacation messages and modifying DL s. This tool can be found at: Standard hardware configuration: Technical Support Services purchases and configures PC computers with the necessary components to meet the needs of the campus as whole. These components constitute are standard configuration for the given fiscal year. Standard items include memory (RAM), and hard drive space. GCCEmployeeWorkstationSupport SLA-2.doc 7/27/2010 Page 11 of 12

12 Non-Standard Hardware: Any component that would need to be added to the PC would be considered non-standard. Examples of non-standard items are high-end graphics cards and internal media card readers. Standard Repairs: Repair/replacement of Standard Hardware. Ugraded replacements: Workstations provided via the Workstation Upgrade Process (WUP) Work Order (WO) definitions: Open Date: Date and Time the WO is created Close Date: Date and Time the WO is Closed Call Status: No time stamp is recorded by call status change. o New, in progress, waiting (on parts, customer response, on other tasks), completed, Cancelled, Others Technical Notes timestamp: Comment areas for the tech to note what work was performed or info discovered. The tech manually timestamps each comment. Customer Notes/Solution timestamp: Comment area for the tech to give the customer updates to the work performed or info discovered. This field is visible to the customer and is sent via when the help desk software notifies the customer. GCCEmployeeWorkstationSupport SLA-2.doc 7/27/2010 Page 12 of 12

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