SERVICE LEVEL AGREEMENT. between. THE END USERS OF CHESPEAKE COLLEGE At Wye Mills (Represented by the Technology Planning Group) and

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1 SERVICE LEVEL AGREEMENT between THE END USERS OF CHESPEAKE COLLEGE At Wye Mills (Represented by the Technology Planning Group) and THE TECHNOLOGY DEPARTMENTS WITHIN THE DIVISION OF TECHNOLOGY AND INSTRUCTIONAL SUPPORT

2 DOCUMENT SIGN OFF Signed for the TPG on behalf of the end users Name: Signed: Date: Signed for the Technology Departments of the Division of Technology & Instructional Support Name: Signed: Date: VERSION HISTORY Version No. Issue Date Nature of Amendment 2

3 SLA AGREEMENT DETAILS 1. The Service levels contained within this document are valid for the term of the Agreement. The term of this SLA is: Start Date: End Date: If no agreement is signed by the End Date noted above, the current SLA will remain in effect until the next Agreement is finalized. 2. Amendments to this SLA can be negotiated between the parties: a. Annually. During the review process or b. By means of an Exception whereby one or more of the parties feel that the current level of service cannot be maintained or is not being delivered. 3. Service Review Procedures Service Review is designed to assess the delivery of agreed to services. This assessment will take three forms: a. Annual Review conducted by team leaders within the Technology Departments and members of the TPG. b. On-going periodic review by the team leaders of the Technology Departments. c. The filing of an Exception by any of the parties will automatically trigger a performance review. 4. Service Improvement Should a review highlight an area needing improvement or failing to meet SLA expectations the TPG will work closely, in good faith, with the service area to resolve the deficiency with an outcome amenable to all. 5. Dispute Resolution Concerns regarding the SLA should be raised at Annual Reviews and negotiated at that time. In event that a complaint or dispute cannot be successfully negotiated by the team leaders and the TPG, the dispute will be forwarded to the CTO for resolution. 6. In the event that there is a failure to meet the terms of the Agreement due to outside forces or events beyond the control of the Technology Departments, it will be the understanding that these departments are putting forth their best effort under the circumstances and will not be held accountable for poor performance or not meeting the terms of the Agreement. 3

4 Service Level Agreement between the Technology Departments of the Division of Technology and Instructional Support and the Technology Users of the Wye Mill Campus of Chesapeake College Introduction This document is an agreement between the technology departments of the campus and the technology users identifying services to be provided, the delivery expectations of these services and on-going assessment in meeting these outcomes. Support service is provided in the following areas: Hardware: Desktop and laptop PC s Monitors, keyboards, mice, speakers; ZIP, floppy, CD, and DVD drives Printers or scanners Audio-visual equipment Telephones and cell phones PDA s Faxes Typewriters Software and other services: Problems with desktop and laptop software Colleague CRAB Voic Network Internet and Installing or moving hardware Installing or removing software Chesapeake Cruiser Mission Statement The Division of Technology and Instructional Support will provide leadership to the college in its technology efforts, providing tools, training and support so that Chesapeake may continue to excel in the 21 st century. The division supports the technology needs of the college as prioritized by the Technology Planning Group. 4

5 About the Technology Departments represented in this document Administrative Computing o Administrative Computing provides programming and support services for the Colleague administrative computing environment and for web page and portal services. Network Support o Network Support provides a secure transparent infrastructure which is adaptive to the needs of the college community and supports their internal and external communication, information, and data needs. Telecomm o Telecomm ensures that the telecommunications infrastructure is working at all times and provides minimal downtime in the event of system failure. User Support and Project Planning o USSPP supports the educational mission of Chesapeake College through the provision of technology support services and project planning. The hardware and software supported by the department provides the tools by which the college provides a technologically rich learning environment for the residents of the Eastern Shore. Who are the Technology End Users Full-time/Part-time employees Adjunct faculty and temporary employees Students Board of Trustees Contract partners Availability of Service Hours of operation will be maintained according to the College s calendar. Administrative Computing Monday Friday, 8:00 a.m. 5:00 p.m. Network Support Monday Friday, 8:30 a.m. 4:30 p.m. Telecommunications Monday Friday, 8:00 a.m. 4:00 p.m. User Support and Project Planning Monday Friday, 8:00 a.m. 6:30 p.m. during the Fall and Spring semester. Current hours of operation will be posted on the web page at 5

6 For critical requests during our business hours call X345. For all non-critical requests submit a service request through our web-based service request management system, called Footprints. Requests will be assigned to a member of the User Support Services team for resolution. Footprints can be accessed from any workstation on the campus network by opening Internet Explorer and going to the following website address: Footprints can also be accessed directly by double clicking the Footprints icon found on all staff and podium workstations Scope of Service What will be supported The Technology Departments will only support College owned equipment in compliance with the Chesapeake College equipment standards. Desktops and laptops that do not meet the minimum standards for existing equipment will be scheduled for replacement. Please refer to Chesapeake College Technology Equipment Standards for minimum requirements in new purchases. User entitlements Full-time/Part-time employees User User Support and Project Planning Telecommunications Office workstation* (may have Desktop or wall to share) and associated telephone software Access to lab and classroom workstations Network login account (accessed via Microsoft Outlook on campus and via web browser off campus) Other accounts as required: ex. CRAB, Colleague 3 digit or 4 digit DID (direct inward dialed) extension assigned according to need Voice mailbox Wireless cell phone if needed and approved by supervisor and cost center manager Access to fax machine Adjunct faculty and temporary employees Board of Trustees Non-credit Students Access to lab and classroom workstations account (accessed via web browser) CRAB login College-owned & maintained computers Access to lab and classroom workstations Virtual extension and voice mailbox if needed and approved by supervisor Access to fax machine 6

7 Credit Students Access to lab and classroom workstations account (accessed via web portal) Other web portal features CRAB login *Workstation includes the hardware and software as defined in the standard computing environment listed above, and access to a printer. Priority of requests and response time A. User Support and Project Planning; Telecommunications The Technology Departments primary responsibility is to provide and maintain computer and audio-visual services throughout the campus. All requests for service are entered into the Footprints database in order of receipt regardless of how the request is made telephone, , Footprints request. These departments are committed to responding in a timely manner, however, the guidelines agreed to below will predicate the response priority. DISCLAIMER: Requests that require the consultation of outside vendors or the replacement of non-stocked parts may entail a delayed response time beyond what is defined below. In this case the requestor will be notified outlining the status of the request and a possible time frame for resolution. Critical immediate malfunction impacting multiple users or impacting an inprogress group of people. Examples of this would include classroom/lab instruction or a public presentation in TPAC. High Priority malfunction impacts an individual user s ability to perform their job, or future classroom activities. Examples of this would include a failed hard drive on a user s workstation or the replacement of an LCD bulb prior to classes the next day. Medium malfunction does not prevent an individual from performing their job, and does not impact classroom/lab instruction or public presentation. Examples of this would include a malfunctioning CD drive on a workstation, or an intermittently jamming printer. Routine Requests will receive this priority when plans need to be developed to implement the request or when immediacy is not essential. Examples of this would be the installation of software (2 week advance notice minimum) or upgrades. The response time for the above priorities is: Priority Level Response Time Critical Technician dispatched immediately/resolution ASAP High Priority Technician dispatched within 1-7

8 2 hours/ resolution is same day Next Day Technician dispatched same or next day/resolution within same or next day if possible Routine Response will be within 48 hours/resolution > 2 days B. Administrative Computing will review and prioritize projects according to the following list of priorities:! Payroll issues! Federal Government Reports! State Government Reports! Financial Aid/ Registration Issues and other financial issues! Institutionally mandated issues! All other issues Response time:! Emergency: phone or for support. The department will attempt to resolve the issue as soon as possible.! Non-emergency: Us the Footprints system. All programming and other service requests will receive an initial response within one (1) business day of placing the request. After full information on a project has been received, Administrative Computing will respond with an estimate of the placement of the job among the currently prioritized jobs and the estimated date for delivery of the job. C. Network Support will receive requests for service from User Support Services. When an issue is referred to Networking it is evaluated for technical issues, impact on security and performance and mission critical status. Referrals will be prioritized according to the following list of priorities:! Threat to network security! Network performance degeneracy! and other server issues Response time: Networking issues normally take multiple days or weeks to resolve, although it is often possible to have a temporary workaround solution in place while working on the resolution. Attempts to restore a working environment will be made as soon as possible. Estimation for the time to resolve the issue is usually given by next day. Often these issues involve an advanced level of support, possibly requiring assistance from outside vendors. Privacy Issues Many campus computers contain sensitive, private information. The Division of Technology will abide by the following: 8

9 Offices with computers containing confidential information will be serviced only when the requestor or a representative of the requestor is present. Examples of such offices include the President s office and Human Resources. Offices with computers containing student or employee records will only be serviced by non-student technicians. Examples of this include faculty workstations, Registration and Business Office. Computers without sensitive employee/student records will be serviced by any available technician. Division of Continuing Education and Workforce Training The Technology Departments recognize the unique mission of this division and its reliance on the availability and expertise of partners in the business and educational community. Requests made by this division may not always follow what is outlined in User Responsibilities. The technology departments are committed to serving the needs of this area and will make every attempt to accommodate such requests in a timely manner given available resources, previously scheduled requests and pending higher priority requests. Grant-funded and Non 101 Departments Technology hardware and specialized application software for grant-funded departments are purchased from grant funds. The Department of User Support Services and Project Planning (USSPP) provides installation and maintenance services for that hardware and software. In cases where critical grant-funded equipment fails, USSPP will loan replacement equipment, if available, to the grant funded department while they purchase a replacement. Grant-funded departments are responsible for maintaining a workstation hardware configuration that meets the minimum standards for existing equipment (listed above under What will be supported ). USSPP is not obligated to support equipment that does not meet that standard. External Agencies/Partners The Technology Departments provide network infrastructure and Internet access for external agencies leasing College facilities. External agencies are responsible for providing, installing, and maintaining their own computer and audio-visual equipment. The level of support by the technology departments will be in compliance with the prevailing policies and procedures of the institution. Grievance Procedures The Technology Departments strive to provide courteous, competent, and professional service to users. In the case where the end user feels that the request has not been addressed satisfactorily and/or the level of service does not comply with the SLA, the user should file an exception with the CTO who will investigate and make every effort to insure a satisfactory resolution. If the CTO is unable to resolve the issue, the exception will be reviewed by the TPG. 9

10 User Responsibilities Prior Notice: Users are responsible for providing at least two weeks notice for any new hardware or software installs or hardware or software moves. If less than two week notice is given, USSPP will make a best effort to satisfy the request, based on available resources and pending higher priority requests. In general, the more notice provided, the better USSPP can plan and allocate resources. Requesting Help: Except for critical requests, users must enter their support request via Footprints. For critical requests, users should call X345. Users should provide as much detail as possible to enable the technician to resolve the request in a timely manner. If a technician requests additional information via the phone or , the user should provide that information as quickly as possible. Immediate Reporting of Suspected Virus or Security Threats: If a user suspects a virus infection on a college workstation, or suspects malicious intrusion or hacking on the college network or workstations, the user must report it immediately to User Support Services, via calling X345 or entering a Footprints request. Providing Feedback: USSPP requires feedback to enable them to recognize deficiencies and improve service. Users are responsible for completing satisfaction surveys when requested and communicating issues openly to the technician and/or Director of User Support Services and Project Planning. Reviewing All Hardware/Software Purchases with IT To ensure compatibility and supportability, users must abide by the guidelines developed by the Technology Planning Group in the purchase of any hardware or software regardless of cost. The guidelines can be reviewed at Exploring answers to Frequently Asked Questions: Footprints maintains a database of solutions to routine technology problems. Reviewing this list prior to submitting a request may save valuable time. 10

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