Excelsior Springs School District Technology Department Service Level Agreement

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1 Excelsior Springs School District Technology Department Service Level Agreement Updated 10/4/2013 The Excelsior Springs School District (ESSD) Technology Department is committed to providing quality customer service to the staff, faculty, and students of the district. The Help Desk Request provides a method for processing and prioritizing technology support requests. The system benefits both district users and technology personnel by establishing standardized levels of service, outlining concise expectations for everyone, and objectively evaluating service requests. Technology Department Service Hours The Tiger Technology department office hours during the school year are Monday Friday, 7:30 a.m. to 4:00 p.m. During summer months these hours are subject to change without notice. Phone coverage may not be available due to staffing limitations. Support Request Procedure Technology-related problems will be reported to the ESSD Tiger Technology department: By at Through the Self Service links on the district web pages under the For Staff category or, By phone to (816) Phoned in support requests are subject to the availability of staff to answer the phone and is not the most reliable, effective, or efficient manner of requesting help desk support. Every support request is logged in the help desk system as a work ticket. Tickets are automatically generated upon the receipt of an ed support request sent to A work ticket for support requests made by phone are generated within an hour of the request Except in emergencies or when the system is not working, calling the Tiger Tech phone number is discouraged as a means of requesting Help Desk support. Components of a Support Request The following are items in a typical support request. Submit only one problem per request. From the user who is experiencing the problem. In an ed help request, the sender is automatically entered as the Requestor for the ticket. If the user is unable to send the , then include this information in the message text.

2 Subject the building and a brief summary of the problem e.g. WV Phone Room 128 doesn t receive calls. Key words in the subject line are used by the help desk system to automatically categorize and assign work tickets to technicians. Message Text a detailed description of the problem, an approximate date of first occurrence for the problem and what was done to troubleshoot the problem. Example: Yesterday (Sept 13) I connected my phone and computer. My phone started up and I could make calls but I m not receiving any. I know that because the office secretary is saying she tried to call me four times during the day! I ve checked the connection at the phone and into the wall to make sure it s good. My computer works and I can log in. Progress on Support Requests When a support request is received, a priority and category will be assigned. Most requests will be assigned to the technician responsible for the building of origination. When the request is assigned, the status of the ticket will be changed to Assigned which will trigger a notification to the requestor and assigned technician. The assigned technician will respond to the end user within the timeframe set forth for the assigned priority. The assigned technician will provide updates on the progress of the request through the addition of comments on the ticket. The frequency of the updates will depend upon progress but will not exceed 7 days between updates. Requestors can check the status of the ticket through the self-service web portal, the link to which is on the Technology Department landing page of the district website. The building technician (or supervisor) may choose to escalate the work request when needed by creating an assignment for or reassigning the work request to a category manager to assist with the ticket. When any of the following conditions are met, the work request status will be changed to Closed and a notification sent to the requestor and assigned technician. The technician has completed all the requested actions stated in the request. The work request is a duplicate of an existing, open work request. The technician has been unable to reproduce the issue(s) described in the work request. The work request is for an unsupported device or software. The work request cannot be completed due to department, district, or Board of Education policy. By mutual agreement between the technician and the requestor. The technician has affected a resolution, is waiting on a response from the requestor but after repeated attempts to contact the requestor, the requestor fails to respond. Revised 10/4/ :49:00 PM 2

3 Revised 10/4/ :49:00 PM 3

4 Support Request Types Support requests will be assigned the following categories. Category Description Assigned To Escalated To Computer Hardware Desktop, laptop support including imaging creation and maintenance Curriculum Powerschool and other curriculum-related software. SIS Inventory Inventory setup, maintenance Director Director LAN: Administration General administrative tasks of LAN and WAN not delegated to other categories LAN: Servers Setup, maintenance of all servers. LAN: Switching Setup and maintenance of existing LAN switching and routing LAN: Wiring Installation and maintenance of LAN wiring Multimedia Interactive whiteboards, video, audio, CATV, related wiring Printing Network and desktop printing, copiers, not to include setting up network printer Printer Fleet Manager Purchasing Purchasing, returns, warranty work, Director NA Security: Desktop Internet Content Filter, anti-virus Security: Network Network rights Software Installation, troubleshooting of districtsupported software titles Technology Administration General administration of the department including tech plan, personnel, work ticket assignments, erate. Director Deputy Superintendent Telecommunications: Phone POTS, PRI and other phone servicerelated issues involving coordinating with service provider Director Telecommunications: IP Phones IP Phone maintenance and troubleshooting not to include IP phone servers. IP Phone Manager Telecommunications: Cell Phones Maintenance and troubleshooting of district cell phones. Mobile Device Manager Training User training on district-supported hardware and software. Instructional Technology Coaches Revised 10/4/ :49:00 PM 4

5 Category Description Assigned To Escalated To User Accounts Setup, maintenance of information for network, , and phone extension accounts Network Director WAN: Fiber Optic Maintenance, troubleshooting of fiberrelated WAN issues NA WAN: Routing Routing and switching related to WAN NA Revised 10/4/ :49:00 PM 5

6 Support Request Priority Levels All requests to the Help Desk will be prioritized into one of six levels. Technology department will address help requests in their respective queues first by priority then, within a priority level by first-in-first-out. Level Description Response Time Completion Time 1 Level 1 requests are district-wide emergency requests that consist of one or more of the following: Within 1 hour Within 1 working day District-wide network or server outage. Critical applications not working for the entire district: SISFIN, PowerSchool, Active Directory, , Telecommunications. 2 Level 2 requests are critical in nature, require immediate attention and prohibit staff and students from being productive, but are not emergencies as defined in Level 1. Within 1 hour Within 2 Level 2 requests consist of one or more of the following: Network, hardware or software problems affecting multiple buildings. Network, hardware or software problems affecting multiple users across multiple buildings. 3 Level 3 requests are critical in nature, require immediate attention and prohibit staff and students from being productive, but are not emergencies as defined in Level 1 or not as critical as defined in Level 2. Within 1 hour Within 2 Level 3 requests consist of one or more of the following: Network, hardware or software problems affecting a single building. Network, hardware or software problems affecting all users in a single building. Network, hardware or software problems affecting a subset of users in a single building. 4 Level 4 requests are critical in nature, require immediate attention and prohibit staff and students from being productive, but are not emergencies as defined in Level 1 or not as critical as defined in Levels 2 or 3. Level 4 requests consist of one or more of the following: Within 1 working day Within 5 Network, hardware or software problems restricted to a single staff or faculty member. Revised 10/4/ :49:00 PM 6

7 5 Level 5 requests may be disruptive but do not prohibit staff and students from being productive and consist of one or more of the following: Within 3 Within 7 General hardware or software problems with technology devices serviced by the ESSD technology department. 6 Level 6 requests do not disrupt normal daily activities and consist of one or more of the following: Within 3 Within 14 Hardware or software upgrades requests. Changes to existing, working systems. Revised 10/4/ :49:00 PM 7

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