Central Carolina Technical College Department of Information and Learning Technologies Service Level Agreement for Existing Services December 3, 2014

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1 Department of December 3, 2014

2 Table of Contents Service Support Service Level Agreement... 3 Vision... 3 Mission... 3 Service Support and Delivery... 3 Scope... 4 Customer Service Statement... 4 Support Services Provided in This Agreement... 5 Telecommunications:... 5 Electronic Communication:... 5 Desktop Computing (Offices)... 5 Technology-based Learning Spaces (Classrooms, labs, seminar rooms)... 5 Software Support... 6 Remote Access... 6 Requisitions and Contracts... 6 Server Services... 6 Computer Security... 7 Computer Hardware... 7 Computer Accounts... 7 Heating and Cooling... 7 Office Relocations... 7 Hours of Operation... 8 Normal Hours... 8 After Hours... 8 Requesting Assistance/Service... 8 Call Priority Levels... 8 User Responsibilities... 9 Feedback... 9 V e r s i o n 1. 1 D e c e m b e r 3, Page 2

3 Service Support Service Level Agreement Vision The Department of will be a proactive leader, identifying issues and offering innovative solutions to enable the College and its organizational units to accomplish their goals and provide excellent services to our students and employees more effectively and efficiently. Mission The Department of is committed to enabling and promoting the programs and services of the College by providing enterprise-wide, innovative integrated solutions with an emphasis on excellent customer service. It is also duty-bound to ensure effective and efficient utilization of new and existing technology resources and to exceed user expectations by implementing leading-edge solutions in accordance with best practices. This is achieved through: Support of the College s mission through adaptive and innovative use of information and learning technologies. Empowerment of Central Carolina Technical College staff, faculty, and students through access to the information and tools needed for successful performance as employees, teachers, and learners. Support the broadening of Central Carolina Technical College educational courses, programs, and resources to students through the use of various distance learning technologies and delivery methods. Extension of cost-effective and user-friendly telecommunication and Internet technologies to all members of the Central Carolina Technical College community wherever they may be. Acquisition and provision of new, cost-effective information and learning technologies to the Central Carolina Technical College community in order to be as competitive as possible. Provision of a highly reliable infrastructure and computer-based administrative, teaching, learning and research tools to meet the ever-growing needs of the Central Carolina Technical College staff and faculty. Provision of both general and specialized technical support for those using information technologies in the Central Carolina Technical College community. Optimization of the use of existing and planned investments in systems and technology. Reasonable protection of information resources and systems from illegal access and use. Service Support and Delivery User Support Services is the single point of contact for all computer, telephone, voice mail problems, heating and cooling problems, office relocations, and information or service requests related to for faculty, staff and students. User Support can assist with a multiplicity of technology questions, problems and requests. Whenever possible, a User Support Services staff member will attempt to talk you through a solution while you are on the phone. Where this is not possible, the request for service will be catalogued into the incident tracking system and an appropriate staff member will be assigned to address the request until it is closed. V e r s i o n 1. 1 D e c e m b e r 3, Page 3

4 Scope Central Carolina Technical College User support services for technology are provided through the Department of Information and Learning Technologies (ILT). ILT is committed to delivering quality customer service and technical solutions in support of enterprise-wide technology. To ensure the best possible support, the department provides the Central Carolina Technical College community with this Service Level / Operations Level Agreement outlining specific services, priorities, and responsibilities related to the support of existing technology. This document serves as a set of guidelines to inform decision making with Central Carolina Technical College as well as a guide for community members to better understand the user support services provided by the College. The document is limited in scope in that it sets official procedures for providing assistance through User Support Services. Because Central Carolina Technical College is very service-oriented, there are other avenues by which some service is provided; e.g., staff assist students in the computer resource lab; staff interact with faculty, staff and students across campus in many settings besides a formal office call. By establishing these procedures and channeling requests for assistance through User Support Services, Information and Learning Technologies hopes to provide better service, develop an accurate profile of user training needs, and demonstrate the appropriate level of staff needed to handle the volume of requests. In developing this document, assumes that training is an important aspect of effective support for the use of information technology. Through tracking the kinds of requests and incidents received by User Support Services, Information and Learning Technologies intends to develop and offer timely and appropriate training sessions or work with the Professional Development Program team for training program development. This document will change over time as circumstances necessitate and therefore it is a work in progress. The document was prepared by and reviewed by the Executive Leadership Team. Please contact the Director of Information and Learning Technologies for questions or concerns. Feedback is welcomed. It represents a service agreement between ILT and the College community who utilize the information and learning technology resources supported by ILT. Customer Service Statement is committed to delivering quality customer service by: Striving to ensure customer satisfaction; Responding to requests for support within published time frames; Interacting with the Central Carolina Technical College community in a respectful and courteous manner; Requesting feedback for opportunities for improvement; Continuously working to improve the quality of service; and Regularly reviewing and monitoring performance outcomes. V e r s i o n 1. 1 D e c e m b e r 3, Page 4

5 Support Services Provided in This Agreement provides support to the Central Carolina Technical College community requiring assistance in the existing established areas: Telecommunications: Connectivity to Wide Area Network for Data and Video Conferencing (Video and DIA Circuits) Local Area Network Management (Metro-E) DSL and Cable circuits Wireless Network Security and Access Controls (public and private access) Network Components (cores, routers, switches, hubs, cabling, firewalls) IPTelephony Call Manager and Unity IP phones for conference rooms and offices Voice Mail IPcelerate-based Call Campaigns Emergency Broadcast Messaging Limited Network Performance Monitoring Electronic Communication: Microsoft Exchange (Employees) Microsoft Outlook (Employees) Web-based Access to Microsoft Outlook (Employees) GMail for Students SPARK messaging within LAN Desktop Computing (Offices) Installation of Computers, Scanners, Printers, Faxes Repairs of Computers, Scanners, Printers, Faxes Replacement Cycle for Computers and Printers Installation and maintenance of College-approved software Technology-based Learning Spaces (Classrooms, labs, seminar rooms) Installation of Computers, Audio Visual Components, Printers Repairs of Computers, Audio Visual Components, Printers Replacement cycle for Computers, Audio Visual Components, Printers Installation and maintenance of instructional software (local and remote) V e r s i o n 1. 1 D e c e m b e r 3, Page 5

6 Software Support Central Carolina Technical College Oracle SunGardHE Banner (INB and SSB) SunGardHE Document Management System SunGardHE WorkFlow Evisions Argos, FormFusion, Intellicheck, API Luminis Luminis Channels for Banner Single Sign-On for Banner, D2L, Library Resources via EZ-Proxy, Official Payments Microsoft Office installation, maintenance, and support Individual/Departmental application installation and maintenance Software packages that are not utilized campus wide or in labs and classrooms will be supported in the following capacity: Consultation: can help an individual or department choose the appropriate software for their needs. Installation: The software can be installed and configured by Information and Learning Technologies staff. Training: The department purchasing the software is responsible for learning the system as well as the training on how the software package should be implemented/utilized. Note: Due to issues of maintenance, troubleshooting, and system stability, unsupported software should not be installed on College owned computers, unless specifically authorized by. is not responsible for the loss of data or productivity due to installation of unsupported software. Remote Access VPN Software and Service Requisitions and Contracts Hardware Software IT Services Server Services Document and File Sharing Personal Network Storage Space Group Network Storage Space V e r s i o n 1. 1 D e c e m b e r 3, Page 6

7 Computer Security Central Carolina Technical College Antivirus & Antispyware Software Anti-SPAM Operating System Updates Computer Hardware Personal Digital Assistants/SmartPhones (ELT only) Computer Workstation Replacement Schedule Printers and Faxes Computer Accounts Network (LAN)/ Account Luminis (mycctc) Student Gmail account within Luminis D2L (via SSO) (NOTE: Further service support beyond Central Carolina Technical College connectivity to the remote service and SSO capability will require an OLA (Organizational Level Agreement) with DE) Argos (via SSO) Heating and Cooling Set temperature ranges in zones according to the semester course schedule Schedule temperature ranges for special events with at least one-day advance notification Contact Maintenance Department when it is determined that there may be an equipment problem Office Relocations Relocate technology equipment from one location to another Update appropriate inventory records Update appropriate telephone system records If more than one person is involved in a more, the relocation is to be coordinated by one person making a request for the group. For each person involved in the relocation, include the following information in a document to be attached to the ticket: o Name of person o Current Location o New Location o Date to be moved V e r s i o n 1. 1 D e c e m b e r 3, Page 7

8 Hours of Operation Normal Hours Central Carolina Technical College User Support Services are available during the following hours of operation: Days Times Function Comments Monday Thursday 6:30AM 10:00PM Includes Monitoring with On-Call Rotation Room M541 Friday 7:30AM 4:30PM Includes Monitoring with On-Call Rotation Room M541 Saturday 8:00AM 1:00PM Includes Monitoring with On-Call Rotation Room M121E After Hours After 10PM Monday through Thursday, 4:30PM on Friday, and 1:00PM on Saturday, service outages will be addressed during the initial system check the next work day. Support on Sundays will not be provided unless it is a College-wide event which has been scheduled in advance or can be addressed remotely on a best-effort basis. There is no monitoring or support on holidays. Requesting Assistance/Service User Support Services can be accessed in the following ways: Phone Call User Support Services at or ext. 207 Voice Mail Leave a message on the User Support voice mail at or ext Send a message with contact information and a detailed description of the request for service to support@cctech.edu Walk-In Walk in to User Support Services located next to the library in Room M541 RT Ticket system Create a ticket via with as much relevant information required to ticket@ticket.cctech.edu Call Priority Levels User Support Services will make every effort to resolve issues at the time of the reporting of the incident. This will be the initial method for resolving issues before assigning a priority level. User Support Services personnel will log and assign priorities for all requests. Requests will be handled according to the priority assigned to them. The service level provided by User Support Services is based on the priority of the tracking ticket. There are four priority levels that can be assigned to a ticket. The priority level is determined by the User Support Services person receiving and entering the call. V e r s i o n 1. 1 D e c e m b e r 3, Page 8

9 Time for Response Priority Level Priority Description Initial Contact by 1 st Level Support Initial Contact by 2 nd Level Support* 1 Major Outage 20 minutes 45 minutes 2 Minor Outage 20 minutes 3 hours 3 Standard (Individual) 20 minutes 8 hours 4 Request 20 days 3 days User Responsibilities In order to facilitate the support process, members of the Central Carolina Technical College community are requested to: Provide detailed information regarding service requests. Make every effort to be available to communicate with a User Support Services associate if required. A support staff member will close the call ticket if they have not received any response from the client after one week of no response from the user following an ILT inquiry. This means ILT will contact the user via RT Ticket system, and/or voice mail according to the response times of the Service Level Agreement. If no response from the user is received within one calendar week, the ticket will be closed. Provide consent for an staff member to access the computer remotely or in person in your absence when requested. Notify User Support Services in advance of any pre-determined required assistance. Exercise patience by understanding the volume of requests the Information and Learning Technologies department receives each day and the rationale for assessing service priorities. Read campus wide announcements via and mycctc. Feedback User Support Services will be proactive in seeking feedback through a survey link included in the final the RT Ticket system sends or follow-up calls after a service request has been completed. The Central Carolina Technical College community is encouraged to provide feedback regarding the services via User Support Services at any time by to hooksvm@cctech.edu. Any negative feedback or complaints will be reviewed by Dr. Vicky G. Hooks, Director of, and appropriate action will be taken. All information received through feedback remains confidential. V e r s i o n 1. 1 D e c e m b e r 3, Page 9