UCLA Information Technology Services, Call Center. IT Services Call Center Service Level Agreement. Effective Date: 07/14/11

Transcription

1 UCLA Information Technology Services, Call Center Service Level Agreement Effective Date: 07/14/11

2 TABLE OF CONTENTS 1.0 Scope Services Provided Service Request Acknowledgement/Resolution Hours of Operation Requesting Support Services Customer Satisfaction Measurement 6

3 1.0 SCOPE Traditional Voice, Voice over IP, Circuit, Spectralink, Cable Television, 800 Mhz, Managed IT Systems and Enterprise Messaging support services are provided through Information Technology Services (IT Services), Call Center unit. The following service level agreement outlines all services made available to the UCLA campus by the. This document serves as an agreement between IT Services Call Center and UCLA customers utilizing the IT Services services outlined in this document. 2.0 SERVICES PROVIDED The will provide the following services defined within sections 2.1 through Section Service Definition 2.1 Traditional Telephony (POTS) Problem resolution of single line, Norstar, Electronic Business Sets, fax and modem infrastructure and equipment as provided by IT Services 2.2 Voice over IP Problem resolution of Voice over Internet Protocol infrastructure and equipment as provided by IT Services 2.3 Circuit Problem resolution for designated circuits that are provided by IT Services 2.4 Voic Support Problem resolution for IT Services provided (AVST) Voic . Other services provided are performing password resets and provisioning the Wav-mail feature. 2.5 RRUMC Analog, Circuit and Voic System Support Problem resolution of single line, Electronic Business Sets, fax, modem, circuit and voic services as provided by IT Services for MITS use in the Ronald Reagan UCLA Medical Center 2.6 Cable Television Problem resolution for the IT Services cable broadcast of entertainment, educational and FM band programming to UCLA subscribers in the residence halls and various academic and administrative buildings

4 Section Service Definition Mhz Problem resolution for the IT Services administered 800Mhz radio network 2.8 IT Services Voice Product Training Verbal training/ assistance is provided by the Call Center for customers of IT Services Voice Products. If a formal training session is required or for exceedingly complex or unusual questions, the Call Center will refer the customer to the appropriate IT Services unit 2.9 Managed IT Systems Helpdesk Support The Call Center provides backup overflow support for the IT Services Managed IT Systems group when they are unavailable during business hours. Minor troubleshooting/ problem resolution is provided and more complex issues are referred directly to the MITS unit Enterprise Messaging Helpdesk Support The Call Center provides support for the Enterprise Messaging group by answering their main helpdesk phone number and responding to all ed trouble tickets from customers. The Call Center provides basic account administration and technical support, escalating tickets to the Enterprise Messaging group if necessary. 3.0 SERVICE REQUEST ACKNOWLEDGEMENT/RESOLUTION The Call Center will make every effort to resolve issues at the time of initial call or request. Ideally, issues that require the dispatch of a technician will be resolved at the time of dispatch, but large, complex or special circumstance problems may require additional time. The following details service and/or issue acknowledgement and subsequent resolution times. Traditional Telephony Voice over IP Services/Issues Response Time Issues received prior to 1pm will be responded to the same business day. Issues received after 1pm will be responded to before 1pm the following business day. Issues received prior to 1pm will be responded to the same business day. Issues received after 1pm will be responded to before 1pm the

5 Circuit Voic Support RRUMC Services CATV 800Mhz IT Services Voice Product Training Managed IT Systems Enterprise Messaging Helpdesk Support following business day. Issues received prior to 1pm will be responded to the same business day. Issues received after 1pm will be responded to before 1pm the following business day Problems will be responded to within 2 business hours. Password resets and Wav-mail provisioning will be responded to and resolved within 2 business hours. Issues not requiring dispatch will be responded to and resolved within 2 business hours. Issues requiring dispatch that are received prior to 1pm will be dispatched the same business day. Issues received after 1pm will be dispatched before 1pm the following business day Issues will be dispatched to a CATV technician within 2 business hours of the receipt of the request. Issues will be dispatched to a radio technician within 2 business hours of the receipt of the request. Verbal training will be provided at the time of the request. More complex issues or formal training requests will be referred to the appropriate IT Services unit within 2 business hours and are then subject to the appropriate agreements as defined by above referenced IT Services units. Issues will be dispatched at the time of request to the Managed IT Systems group. Response times/ resolution times are then determined by appropriate agreements that exist between the MITS group and the customer. Issues will be responded to within 4 business hours, with expedited response times for emergency or urgent requests, as illustrated in the appropriate SLA that exists between the EM Group and the customer. All service affecting emergencies or outages will be responded to within 2 business hours from the point of acknowledgement. 4.0 HOURS OF OPERATION Call Center Services are available during the following hours: Standard Hours of Support After Hours Support Monday to Friday (not including holidays) 7:00am 5:30pm All other days/ times outside of the noted standard hours. * Please refer to the After Hours portion

6 within Section REQUESTING SUPPORT SERVICES Requesting Call Center support services may be initiated or accessed by the following methods: Phone After Hours Ext. 114 (from on campus location) or (310) (from off campus location) RRUMC Services Only - Ext (from on campus location) or (from off campus location) callcenter@cts.ucla.edu RRUMC Services Only mccscallcenter@cts.ucla.edu Voic resets/wav-mail ctsvm@cts.ucla.edu All after hour calls will be answered by an external answering service which has been given and trained on processes and procedures to appropriately respond to end users seeking support. This answering service is equipped with all necessary contact information for on call staff and managers responsible for Call Center services in the case of emergency. Issues that do not meet emergency criteria will be responded to the next business morning. Direct contact information for all Call Center staff: Michael Quirk, Manager Kell Sims, Call Center Lead Pat Jenkins, Call Center Technician Canela Cox, EM Support Ext mquirk@cts.ucla.edu Ext ksims@cts.ucla.edu Ext pjenkins@cts.ucla.edu Ext ccox@cts.ucla.edu 6.0 CUSTOMER SATISFACTION MEASUREMENT In order to acquire feedback and identify customer needs, a random verbal telephone based survey is administered on a weekly basis. Customers are encouraged to provide their feedback during any point in time. Customers may do so by contacting the IT Services Repair Call Center & Quality Management and Organizational Performance unit at quality@cts.ucla.edu