Service Level Agreement SLA : Westport Public Schools IT Support

Transcription

1 Service Level Agreement SLA : Westport Public Schools IT Support Contents: 1. Overview 2. Procedure for requesting help 3. Requester responsibilities 4. Service coverage types and expectations 5. Reviewing and revising the SLA

2 1. Overview This document defines the Service Level Agreement between the Westport Public Schools IT staff and the education community for which it supports. The SLA addresses what services the community should expect from the technology staff. It also addresses how these obligations are performed, whom they are performed by, and in what manner of timeliness. 2. Procedure for requesting help The technology staff uses a web-based helpdesk system to track technical requests. Technical requests should be submitted directly online. Requesters access the system through and logon with their network credentials. The web-based system is available 24 x 7 and can be accessed from offcampus as well. As a backup, the IT staff. has a phone hotline extension (x1302) for emergencies. Voic messages should not be left on the helpdesk phone line and should instead be submitted using the online system. Submitting requests online rather than by phone can expedite the process of getting help. Please see Submissions Instructions (A) attachment for how to accurately fill out an online submission. In addition, the web-based helpdesk system has a self service portal which provides answers to common support questions. Once logged onto the system, users can visit the Solutions tab to view this section. The self service portal serves to avoid creating unnecessary requests and thus allowing the IT staff to attend to other issues more promptly. 3. Requester responsibilities It is the responsibility of the requesters (district staff) to ensure that accurate information is provided to the support department. FirstClass access and web browsing are made available on every workstation within the school district; therefore requesters are expected to make a best effort to use the online system. When submitting requests that require additional information, the requesters should assume that is the best method of contact. If requesters can not be available by they should state the best contact method when seeking assistance. All information pertaining to the request is logged via the online helpdesk system. 4. Service coverage types and expectations All service requests received by the helpdesk are first reviewed by the helpdesk staff to determine the urgency of the request. The following categories define the types of service requests (see attached IT Services Schedule (B) attachment for details): 1. Essential Services Services that are essential for the daily operations of the school district. Essential services/outages will be addressed within 15 minutes of notification (6:30AM to 4:30PM). Essential services will be restored as soon as possible.

3 2. Routine Service Requests Services that require a technician in the field to service a problem. Technicians are responsible for routine service calls. The Operations Manager (OM) is responsible for balancing the workload between the technicians. Additionally, the OM assists with advising the technicians and providing the resources to help the technicians complete the request. There are three categories for routine service requests: a. Peak Months (July-November, January) - During peak months routine requests should be expected complete within 4 business days. b. Off- Peak Months (All Other Months) - During off-peak months, field service calls should be expected complete within 2 business days of receipt from the requester. c. Material Requests (All Year) Ink and toner requests are sent as soon as possible and are dependent upon availability and the interoffice mail system. Hardware and software requests are first reviewed by a technology supervisor and are then fulfilled based on the urgency of need and budgetary resources. 3. eschoolplus and Administrative Application Support Services: Services that require assistance from a database analyst trained in district supported applications. The ticket is reviewed by the OM and forwarded to the proper personnel. The following categories define the types of application support requests: a. Daily Operations: Application procedures and routines that must be completed on the day of the request. A database analyst will contact the requestor by phone or within 4 hours of ticket receipt. b. Routine Request: Problems using the standard features of an administrative application or data issues. i. Peak Months (Mid August - October, June): A database analyst will contact the requestor by phone or within 2 days of ticket receipt. ii. Off Peak Months (All other months): A database analyst will contact the requestor by phone or within 1 day of ticket receipt. 4. Discretionary Priority Non-emergency services/requests that are deemed urgent by the IT staff. The ticket is reviewed by the OM and is sent to a technician with an accompanying phone call to confirm the urgency. Urgent requests should be completed within 3.5 business hours. The following criteria may characterize a request as a priority: There are a significant number of users affected (or one user s organizational duties are disrupted and affecting several others duties).

4 There are instructional or administrative calendar deadlines. There is a significant impact on the delivery of instruction or student academic performance. There is significant risk to safety, law, rule, or policy compliance. Scheduled service interruptions will be announced via FirstClass conferences and the web-based helpdesk system. IT staff will make a best effort to give advanced notification. These will be scheduled as to not interrupt services during expected operating hours (See attachment (B) IT Services Schedule). Appropriate school staff members are responsible for notifying students of outages that affect them. We realize that there will be technical issues that occur outside of expected operating hours. Interruptions in essential services during this time period will be dealt with to the best of the department s staff availability. Support staff will be notified automatically by monitoring systems of service interruptions. Best effort will be made by support staff to restore services before the start of the next window for expected operating hours. 4. Exceptions to service coverage The helpdesk provides support on technology when users experience problems. Outside of Administrative software packages and eschoolplus, it is not the role of the helpdesk to offer training and how-to sessions. Instead, users are expected to contact the Coordinator of ITL or technology staff at each school for questions about using all other technologies and/or software. All holidays observed by the school system are treated as being outside of expected operating hours. The IT staff is responsible for installing and supporting all software installed by the IT staff on school owned computers. Software that is not originally installed or purchased by the district will be given a best support effort when possible. Administrative privileges for teacher installations are not typically granted. This allows for an extra level of security on the network, and helps to keep our software licensing under control. Some exceptions are made to grant administrative privileges when software usage requirements make it necessary. 5. Reviewing and revising the SLA The technology support staff is responsible for reporting on and reviewing the SLA on a yearly basis. If service levels are not being met then adjustments to the agreement will be made accordingly. SLA Version: 1.0 Effective Date: 7/15/2007

5 Attachment A

6 Westport Public Schools Technology Department: Service Coverage Agreement Schedule Essential Services Expected Operating Hours System (Excl. Holidays) Network Infrastructure (Internal) LAN/WAN Infrastructure M-F, 6:30AM-4:30PM Instructional Domain Controllers (User Accounts and Network Resources) SHS-DC02, BMS-DC00, CMS-DC01,CES-DC00, LLS-DC00, GFS-DC00, SES-DC00, KHS-DC01 M-F, 6:30AM-4:30PM Administrative Domain Controllers A-TSO-DC01 M-F, 7:30AM-4:30PM Y Drive/ Dropbox File Server SHS-MEM04 M-F, 6:30AM-4:30PM Café Enterprise Cafeteria POS System M-F, 7:30AM-4:30PM Snap Nurse Software System M-F, 7:30AM-4:30PM Round Up IEPs M-F, 7:30AM-4:30PM Outbound Internet Access Internet Access M-F, 6:30AM-4:30PM Pentamation for HR/Payroll/Processing M-F, 7:30AM-4:30PM DNS Servers DNS1 and DNS2 M-F 6:30AM-9PM,Sun 5PM-9PM System WPS-FCNS-1 M-F 6:30AM-9PM,Sun 5PM-9PM WLN System WLN.westport.k12.ct.us M-F 6:30AM-9PM,Sun 5PM-9PM District Web Server SHS-MEM01 M-F 6:30AM-9PM,Sun 5PM-9PM IT Support Web System SHS-WEBHELP00 M-F 6:30AM-9PM,Sun 5PM-9PM Y-Drive Remote Web Access Ydrive.stapleshigh.net M-F 6:30AM-9PM,Sun 5PM-9PM Grade Reporting System K-5 E-School SIS (Sunguard) WPTCRN01, WPTESP01, WPTSQL01, WPTTSK01 District Backup Server SHS-BKUP1 N/A Routine Services M-F 6:30AM-9PM,Sun 5PM-9PM M-F, 7:30AM-4:30PM District PC Hardware and Local Software Support District-Wide Field Service M-F, 6:30AM-4:30PM Windows Update System SHS-SUS01, TH-SUS01 M-F, 6:30AM-4:30PM PICCO WLL Media SHS Langauage Lab Server M-F, 6:30AM-4:30PM Print Server SHS Staples Print Server M-F, 6:30AM-4:30PM Antivirus SHS-MEM02, Others M-F, 6:30AM-4:30PM Web Filtering Changes to Website Acces M-F, 6:30AM-4:30PM In-House Database Applications (Alumni, C. Mapping, Video Cat., Music, PD, Mileage, Inventory) M-F, 6:30AM-4:30PM Ghost Servers SHS-GHOST1, BMS-GHOST1, CMS-GHOST1, CES-GHOST1, LLS-GHOST1, GFS-GHOST1, SES-GHOST1, KHS-GHOST1 M-F, 6:30AM-4:30PM US Internet SPAM Services Securence Mail M-F, 6:30AM-4:30PM *Discretionary Priority may be given by the Operations Manager to any service request depending upon the following: ~There are a significant number of users affected (or one user s organizational duties are disrupted and affecting several others duties). ~There are instructional or administrative calendar deadlines ~There is a significant impact on the delivery of instruction or student academic performance. ~There is significant risk to safety, law, rule, or policy compliance