One Hope United Help Desk Service Level Agreement. Help Desk Mission Scope Availability of Services Phone Response...

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1 One Hope United Help Desk Service Level Agreement Table of Contents Help Desk Mission... 1 Scope... 1 Availability of Services... 1 Phone Response... 2 Service Level Response (SLR)... 3 Escalation of Tickets... 3 Priority Level... 6 Help Desk Responsibilities... 8 User Responsibilities Help Desk Process Help Desk Mission The mission of the OHU Technology Services Help Desk is to provide a first point of contact for the agency community for problems involving computer hardware or software. It is our goal to meet and exceed the expectations of our colleagues by providing consistent communication and support for all Information Technology services in a professional, competent, and timely manner. Scope Technology support services are provided through the OHU Technology Services Help Desk Department. To ensure the fulfillment of our mission statement, the Help Desk provides the OHU community with this Service Level Agreement outlining services, priorities, and responsibilities related to the support of technology. Availability of Services The OHU Help Desk is located at 800 S. Wells Street, Suite 110, Chicago IL Assistance is available via Phone or online coverage during the following days and hours: 1

2 Monday through Friday: 7:00 AM 6:00 PM CST After Business Hours: Monday through Friday 7:00 PM 6:00 AM CST - All Priority 1 Issues will be addressed immediately by the on-call IS staff member and all Priority 2, 3 and 4 issues will be addressed at the start of the next business day (based on OHU Help Desk Policy) Saturday (all day): On-Call for Priority 1 Issues (based on OHU Help Desk Policy) Sunday (all day): On-Call for Priority 1 Issues (based on OHU Help Desk Policy) Assistance can be accessed via the following options: On-line Help Desk system (via OHU portal) request assistance by accessing We will Be assessing your issue/request and will respond with a solution or an estimated time for solution with 2 hrs of ticket inception based on the days and hours stated above. Phone contact the Help Desk at (312) If we are not available when you call, please leave a voice mail. We will return your call by the end of the business day. Phone Response If calls are placed during business hours (7AM 6PM CST), Help Desk will make every effort to answer them before they roll to voice mail. Our goal is to pick up on 80% of the incoming calls within the first 4 rings. Of course, there are times when every Help Desk technician is either on the phone or busy with other tasks. Our work load is also very cyclical depending upon the business activities of the agency. During most working days, voice mail calls will be responded to within an hour. It is helpful if as much of the following information could be left on the message: Name (First and Last) Region and location (by city and state) Login/user id (if known) Phone number, address and best time to be reached A brief description of the problem. Help Desk will maintain good customer service by utilizing the following telephone techniques: Speaking clearly Listening carefully, not jumping to conclusions Being courteous and treating the caller respectfully Being patient and empathetic. Not all callers have the same technical knowledge Waiting to gather all pertinent information and asking for needed that was not provided Not interrupting the caller Documenting all details provided in the database Evaluating the urgency of the issue by asking questions and determining implications Informing the caller of the course of action that will be taken (i.e. resetting the password, submitting a ticket) 2

3 If the issue has been resolved, being sure the caller is satisfied with the resolution (a link to a user satisfaction survey will be enclosed within the closed ticket notification . We encourage all users to participate in this survey, it is in place to understand and enhance the end user experience. Service Level Response (SLR) In an effort to provide the best service possible to our colleagues, Help Desk strives to: Solve 90% of password reset issues on first contact (phone/on-line). This includes those for the network/ . Password resets that cannot be resolved upon first contact are usually due to accounts not being set up or disabled. These issues will be escalated to the network or PC technicians. (Level 1) Solve 95% of navigation of application issues on first contact. (Level 1) Instigate immediate attention to mission critical problems 100% of the time upon receipt by the Help Desk. These are assigned as Priority 1 issues. While a problem may take some time to solve, these issues given top priority and any information provided from the Help Desk or received from Network or PC Support as to the problem status is relayed to the user community as soon as possible. Respond via notification or phone call as to acceptance of issue to the end user within 2 hours of inception. Voic s left during unmanned hours will be addressed during the best contact time as indicated by the caller or within the first 2 hours of the next manned shift/next business day. All priority 1 issues will be addressed immediately. Escalation of Tickets (Fig. A) Helpdesk will consist of 3 levels of contact, they will be as follows: Level 1 (0-2 hrs for escalation and or resolution) as follows: (TBD) Provide first line response for users requiring assistance with information technology issues and problems. Specific to Operating Systems/OS (e.g. Windows, Linux, Novell), common IT applications and common hardware configuration and upgrade (e.g. Mouse, Keyboard and CD-Rom use), Microsoft based operating systems with emphasis on Windows XP and Win 7, CMS, MS Office 2003 and Novell GroupWise within a network environment (permissions, calendar sharing, delegation), troubleshooting and assistance in Microsoft Office suites with emphasis on MS Word, MS Excel and MS PowerPoint. Track issues to resolution updating the internal knowledgebase and/or communicating learning with relevant business units. 3

4 Respond to requests for technical assistance by phone, and/or using a help desk management system. Initiate Information Technology Infrastructure Library (ITIL) and Information Technology Services Management (ITSM) methodology, change management processes and risk management processes for resolving user issues. Update daily status reports and shift handover reports. Act as a liaison between end users and technical escalation teams. Provide a single view to the organization for information technology related problems. Maintain a high degree of customer service for all support queries and adhere to all service level agreements (SLA s). Take ownership of user problems and be proactive when dealing with user issues. Log all calls on the call logging system/help desk system. Respond to enquiries from clients and help them resolve issues related to hardware or software problems. Maintain a log of any software or hardware problems detected. Support users in the use of Computer equipment by providing necessary training and advice. To escalate or allocate more complex calls to the relevant IT Support member. Escalate more involved problems to the appropriate level 2 and level 3 support teams. To arrange for external technical support where problems cannot be resolved in house. (Level 3) Level 2 (0-4 hrs for escalation and or resolution) as follows: (Tim Migler) Network infrastructure related issues (security, access, local networks, wireless, etc.) Phone System (VOIP - Cimco/AT&T) Hardware purchasing/request (PC, Printers, etc.) Firewall or Router Issues Web Connection Issues ASA to VPN issues (Eric Frierson) Terminal Services Issues (connections) CMS (owner - 1st) o Training o project Manager o CMS Development (initiating timeline and tracking progress) Backup/restore (1st) 4

5 Database Issues (Oracle - access, problems) Great Plains, Razors Edge, Office Center Support/issues (Gregas Gregorio) Netware files accounts (GroupWise) User Account (owner) Backup/restore (2nd) Web Services Portal Issues Novell Issues Desktop Support Password Reset (2 nd ) Mobile Phone active sync Network (TCIP, DNS tables) (Lavanya Laxman) All development related to: o Java, php,.net o CMS (2nd) o Help desk Level 3 (resolution time will we identified by level 2) as follows: (Ty Barack) Escalation Install and configure desktops Install and Configure applications, network cards, Video cards, printers, scanners and driver (map) Network cabling and patching User Training (desktop use, application use, how-to questions related to MS word, Excel, PowerPoint, (GW), scanning, printing, etc.) If a user discovers that the severity of his problem has changed, the Help Desk should be contacted with the new information. It is helpful if the user can refer to the ticket number from the original call. The new information will be logged and reevaluated to determine if the priority level needs to be changed. Example: A monitor that had been buzzing now does not work at all. 5

6 Priority Level (Fig B) Help Desk will request the following information in the required fields in order to determine the severity of an issue deemed critical: Is this a recurring problem? Is only one person affected or are others in the immediate area or department also affected? How critical is the problem to the immediate activities to be performed? Is there a work around that can be implemented temporarily? Are external customers involved? Priority 1-4 Priority 1 (All appropriate IS resources engaged) An instance where there in total loss of mission critical resources with no work around in place. This can affect an individual, department, building, classroom, or even the entire agency. Example: Loss of network, computer, server functionality, or a computer that is totally inoperable. Many users impacted No workaround exist Work stoppage or slowdown close to a work stoppage Network: ISP outage causing internet and/or network loss for an entire facility or agency Network hardware failure causing a complete loss of connectivity for a location Any factor causing a loss or use for an entire location or building on a campus Data Center outage causing loss of mission critical resources Access to state systems is completely down Total loss of vendor access to OHU systems Data systems down with no access Telephone: Telco provider outage resulting in loss of dial tone for a building, a location or multiple locations Loss of inbound or outbound calling for a building, a location or multiple locations Phone System hardware failure causing a complete/temporary loss of use Mission critical phone system change, new on call number or emergency after hours number on an auto attendant Purchasing: Immediate replacement of equipment to resolve a priority I requiring a messenger or overnight delivery. 6

7 Priority 2 - An instance where there is total loss of mission critical resources, but a work around is currently in place. In addition, this would include the total loss of non-critical resources for an individual with no work-around in place. Example: Intermittent or location specific loss of network connectivity, loss of printing capability for an individual Systems performance is degraded for multiple users, but a work around exist A subset of users is at a work stoppage- Any work stoppages for an entire group should be a Priority 1 Network: ISP outage or intermittent failure causing internet and/or network loss for an individual or a few with the possibility to moving to another area within the facility to continue to operate effectively. Network hardware failure causing a complete loss of connectivity for an individual or small group of individuals while having the ability to moving to another area within the facility to continue to operate effectively. Replacing a failed or failing wireless access point after purchase approval and receipt of product repairing or replacing a network drop Telephone: Loss of individual phone or headset with the ability to use another nearby or replace temporarily from a vacant location. Partial loss of phone system equipment affecting some but not all users. Unable to dial specific OHU locations or funding sources reset a users voice mail password Purchasing: Approved replacement of equipment needing 2-3 day maximum turnaround Priority 3 - Call for service that affects daily productivity, but does not meet the requirements of higher priority levels. Example: Inability to send or receive from a particular address, new account set-up requests, process running slowly Minor systems outages that do not have a significant impact on business processes General information issues A work-around exists. Includes "how-to" and educational questions. Network: access to a particular internet site is down or slow (frailer to access any and all OHU program related sites for billing are considered a priority 1 and will be addresses immediately) data systems running slow 7

8 Telephone: phone system change that will need user assistance but not mission critical change a users name on a telephone Purchasing: Normal purchase requests with proper approval and GL code/budget numbers assigned prior to order Priority 4 - Call requesting scheduled service that does not need immediate attention and has minimal impact on daily productivity. Minor user problems. Enhancement/System requests. These requests may require long range planning and coordination. Network: Network planned upgrade of firewall, router and or switch Discussion leading up to adding wireless at a location adding additional network drops Telephone: Upgrading existing phone system or part of a phone system (i.e. voice mail) adding or removing voice capabilities at a current or new location adding or removing fax capabilities at a new or current location Purchasing: Purchases that have a plan in place (i.e. location upgrade or new location) Help Desk Responsibilities Help Desk assistance is provided, but not limited to, the following areas: Supported operating systems Approved specialized software for offices Network drives and access OHU owned equipment Printing offices, classrooms and facilities Smart Printing CMS navigation System performance GroupWise Training Maintaining employee logins 8

9 The Help Desk Structure The Help Desk technician will be the first point of contact for callers. The ticket will either be solved at the time of a first contact, or a ticket escalated. 1. Monday through Friday from 7:00am until 6:00pm CST, the tickets will be reviewed by the assigned level 1 Tech on Duty for the day for resolution or escalation. 2. Issues or tickets initiated after hours or weekends will be addresses by the on-call IS staff member. (This applies for Priority 1 issues ONLY) 3. All unresolved or escalated tickets will be assigned to the appropriate technical support person based on type of issue and priority (see fig B. page 6). They will also review outstanding open tickets. At times when there is not a level 1 Tech on Duty, Other IS technicians will be responsible for escalating the ticket to an appropriate IS person for resolution. 4. The Help Desk queue (CMS- On-line) will contain up to date status of all open and pending issues by ticket number. Ticket Detail A Help Desk Technician will initiate the service request process once the right to service has been verified. Right to service will be verified by the UserID and the support services list (see Fig A. page 3) and priority (see Fig B. page 6). A Help Desk Technician will document the service request in the ticket tracking system, which will at least consist of the user s name, UserID, phone number and problem detail. The Help Desk Technician that documents the service request in the ticket tracking system will negotiate the priority level based on the Support Level criteria. Many Help Desk calls are solved upon first contact by Help Desk staff. A ticket is initiated, the resolution information is entered, and then the ticket is closed by the Help Desk technician. If the problem is a specialized task that is assigned to a certain individual (i.e.: account creation) or requires the administrative rights or expertise of a technician, a ticket is made out by Help Desk staff and assigned to the appropriate individual or group. It is then the responsibility of the assigned individual or group to follow-up on the ticket. Other Help Desk Tasks Help Desk staff may determine the best way to understand or solve a problem may be through Remote Access tools. These tools expedite the resolution of a call by accessing the desktop remotely. The caller will be informed about what is to happen, as they temporarily relinquish control of the machine. Help Desk staff are not allowed to work on home computers, install software, or provide instructions to users on how to fix personal home computer problems. Service standards do not apply to requests placed with support staff, other than the Help Desk, through direct conversations, , or voic . The Help Desk cannot be held accountable for initiating tickets or solving problems when they have not been notified directly of the problem by the Individual seeking help. 9

10 Help Desk will communicate information regarding system operation interruptions, both planned and unplanned, to OHU locations through the best means available in a particular situation. These means include network messages, and/or phone. In the rare occasion that the internal network should be down, Help Desk technicians will attempt to call departments to disseminate that information if it is anticipated the outage will last longer than just 15 minutes. Prior communication will be made to provide notice to users if the outage is planned. The Help Desk is the point of contact for user account information. This includes network, CMS, and accounts. Employees should contact the Help Desk either by on-line or phone when requesting a password reset. Requests for setting up or terminating employee accounts must be made through notification by the Human Resources Department or department manager/director or vice president. User Responsibilities When placing a service request via phone or online, please provide as much of the following information as you can: Detailed description of the problem If the problem relates to software, application name and version Length of time the problem has existed Isolation anyone else experiencing the problem? A full description of any error message(s) received. A screen shot of the displayed error message sent via is helpful. Your name, number, and time you can be reached for follow-up questions All requests should be addressed through the help desk phone or on-line system. Direct calls to IS department staff requesting assistance will be re-directed. All users will be directed to follow proper help desk protocol and go directly to the help desk in order to expedite all outstanding issue by priority. Whether you are on an office computer, it is best to log off of the machine, instead of shutting it down. If the machine has been shut down, software updates that are being issued through the network will not be applied to that machine and problems may occur. 10

11 Help Desk Process Customer Discovers Problem OHU Help Desk Process Customer Contacts Help Desk (CMS on-line or Phone) Problem/Issue is Logged (all required fields or questions answered) Resolution at Level 2 (Priority 1 Issues Only) Level 2: will involve remote assistance for escalated issue resolution Problem/Issue Passed to Level 2 Technician Asses Issue & Confirms Priority Problem/Issue Passed to Level 3 Technician (Technician required on-site) (0-2hrs) Level 1 Technician Attempts to Resolve Problem/ Issue (0-4hrs) Level 2 Technician Attempts Resolution No (0-4hrs *) Level 3 Technician Attempts Resolution No * Updated Status in the Help Desk Queue and/or notification of status to end User Level 3: will involve site visit for resolution Resolution of Level 1 No Escalate Problem/ Issue & Assign Priority Resolution at Level 2 Resolution at Level 2 Yes Yes Problem/Issue Owner Verifies Satisfaction Update Ticket and Notify User of Resolution Change Management/ Recording of New Solution Ticket Closed Closed Ticket Notification with Link to Survey 11