Houston Community College. Information Technology Service Level. Agreement (SLA) CUSTOMER SUPPORT DEPARTMENT

Transcription

1 1 Houston Community College Information Technology Service Level Agreement (SLA) CUSTOMER SUPPORT DEPARTMENT

2 2 Document Revision History Date Author Revision Description 02/20/2009 Wayne Ayers 1.1 IT Customer Support 02/20/2009 Barbara Lennard 1.1 IT Customer Support 02/20/2009 Evelyn Josey 1.1 IT Customer Support 05/20/2009 Barbara Lennard 1.5 IT Customer Support 05/20/2009 Evelyn Josey 1.5 IT Customer Support 06/30/2009 Barbara Lennard Final 07/09 IT Customer Support 06/30/2009 Evelyn Josey Final 07/09 IT Customer Support 10/20/2010 Wayne Ayers 1.6 IT Customer Support 10/20/2010 Godwin Unuigbokhai 1.6 IT Customer Support 11/22/2010 Barbara Lennard 1.6 IT Customer Support Approvals Date Name Title Embedded signature/ 02/20/2009 William Carter Vice Chancellor, IT William Carter 02/20/2009 Evelyn Josey Director, Customer Support Evelyn Josey 06/30/2009 Evelyn Josey Director, Customer Support Evelyn Josey

3 3 Table of Contents 1. SERVICE LEVEL AGREEMENT 1.1 Statement of Intent 1.2 Objectives of Service Level Agreement 1.3 Period of Agreement 1.4 Review Procedures 1.5 Reference Documents 1.6 Service Level Monitoring 1.7 Complaints 2. HCC IT RESPONSIBILITIES 2.1 Functional Overview 2.2 Hours of Operation 2.3 Response Times 2.4 Priority Level Response times 2.5 Supported Hardware and Applications 3. RESPONSIBILITIES 3.1 Functional Overview 3.2 Hours of Operation 3.3 Response Times 3.4 Service Level Targets 4. SUPPORTED PRODUCTS / APPLICATIONS/SYSTEMS 4.1 Hardware Support Services 4.2 Software Support services 4.3 Training Services

4 4 Contact Information Name Role Office Phone Mobile Phone Don Marshall Manager, Help Desk - Customer Care and Support Godwin Unuigbokhai Acting Manager Technical Support Evelyn Josey Director - Customer Support

5 5 SERVICE LEVEL AGREEEMENT CUSTOMER SUPPORT DEPARTMENT 1.1 Statement of Intent This Service Level Agreement is to define a basis for providing Information Technology services to Houston Community College students, staff and faculty, thereby ensuring timely and efficient response to IT service requests that include day to day operations as well as mission critical systems that require 24/7 coverage. 1.2 Objectives of Service Level Agreement A. To ensure that HCC IT Department achieves a high quality of service for end users with the full support of HCC operations. B. To define in detail the level of services offered by the HCC IT Department to the end user community, thereby providing a documented expectancy of service between both parties. C. To institute a formal system of objective service level monitoring ensuring that reviews of the agreement is based on factual data. D. To provide a common understanding of service requirements and the principals involved in the measurement of service levels. E. To provide all parties with a single, easily referenced document which provides the level of IT services to the HCC end users. 1.3 Period of Agreement This Agreement will commence on the date specified in the Official Order following the acceptance by both parties and will continue until terminated. 1.4 Review Procedure This agreement was reviewed on 4/11/2014 by HCC Management and HCC IT Department. This review covered services provided, service levels and procedures. Changes to the Agreement must be approved by both signatures.

6 6 1.5 Reference Documents The following documents will serve as a basis for the policies and procedures of HCC IT operations. They will also define the support levels required and prioritization of computer services. HCC Supported Personal Computer Products (Updated Annually) HCC Hardware and Applications (Updated Annually) 1.6 Service Level Monitoring The success of Service Level Agreements depend fundamentally on the ability to measure performance comprehensively and accurately so that credible and reliable information can be provided to end users and support areas on the service provided. Service factors must be meaningful, measurable and monitored constantly. In the event of a discrepancy between actual and targeted service levels, both HCC Management and HCC IT Department are expected to identify and resolve the reason(s) for any discrepancies. Service level monitoring will be performed by HCC IT Department. Reports will be produced when required and forwarded to the HCC Management contacts. 1.7 Complaints All complaints relating to the operation of the Customer Support Department including: Expected level of support Actual support offered and delivered Personnel responsible for providing or administering support Any other issue relating to this document or the relationship between HCC IT department and HCC Management received by either party will be forwarded in writing and distributed concurrently to the signatories of this document. The intent is to ensure thorough, timely and open resolution of all such problems.

7 7 1. SERVICE LEVEL AGREEEMENT 2.1 Functional Overview To provide a service for resolution of all computer related incidents and inquiries (Supported products only) encountered by end users throughout HCC. This includes the following specific responsibilities: A. Provision of a Help Desk B. Timely referral of work orders to the appropriate HCC IT department C. Incident resolution monitoring, and production and distribution of Service Level Monitoring reports per pre established requirements. 2.2 Hours of Operation The HCC IT Customer Support Help Desk will operate daily from 7:00 a.m. to 9:00 p.m., Mondays through Fridays, 9:00 a.m. to 3:00 p.m. on Saturdays, except on public holidays where alternative arrangements will be made and published for review.

8 8 TECHNICAL SUPPORT (SLA) SLA for Technical Support The response time clock for Technical Support (TS) personnel starts when the work order has been assigned to the individual technician. It is proposed that a minimum of four codes, Level 1, Level 2, level 3, and Level 4, are used to identify TS response to end users request for support. The SLA response codes are labeled as urgency on the actual work order, (see Priority Assignment Table 2.3). The Help Desk Agents are a key resource in the SLA process. As a result the following is the minimum expectations for the Help Desk Agents: Help Desk Agents will assign the proper SLA code to each generated work order. Help Desk Agents will assign the generated work orders to the appropriate department. LEVEL 1 The Level 1 SLA code is used in response to the designated VIP s request for service or when a system(s) is down affecting multiple users. The SLA response time is two (2) hours or less. Customer Support is responsible for the following: The Help Desk Agents will notify the technician of the LEVEL 1 SLA request. The Technical Support Manager will take the appropriate steps necessary to provide support personnel needed to respond to and/or resolve the request for service within the specified time period. LEVEL 2 The LEVEL 2 SLA code is expected to be used if a problem affects more than one user, a system that supports multiple users in running in a degraded mode, or if the degraded or malfunctioning equipment may affect student s academic progress in a negative manner. The SLA response time is four (4) hours. Also, this code may be used if the Help Desk Agent deems it necessary for the proper support of the end users present needs. The SLA clock starts when the problem is reported to the appropriate technician.

9 9 TECHNICAL SUPPORT (SLA) Customer Support personnel s expected response Help Desk Agents will contact the appropriate department representative and make them aware of the problem situation. The Technical Support Manager is responsible for assigning the support personnel, and involving the appropriate departments necessary to resolve the reported problem. The selected Support personnel will respond to the request for support in four (4) hours or less. The problem is expected to be resolved the same day unless there is a dependence on outside vendors or delivery of parts. LEVEL 3 This is the standard response, resolution time. The end user is scheduled to receive next day onsite service from an experienced Technical Support person. The next day onsite response is expected to occur eight (8) hours from the time the work order is assigned to the responsible technician. Support Personnel are required to Call the end user within 4 hours after receiving assigned work order. Arrive onsite within eight (8) working hours to begin effecting upgrades, installations, or repairs of malfunctioning equipment. Satisfactory service is expected to be completed on the same day if repairs do not depend on outside vendor support and/or the need to order replacement parts. LEVEL 4 This code is expected to be used when an end user wants to schedule use of equipment and/or support for an event that is to occur 16 working hours (two days) or more from the time of the work order request. Support Personnel are required to Call end user within 8 working hours to verify time, location, equipment needs, and/or other support requirements.

10 10 TECHNICAL SUPPORT (SLA) Arrive onsite at end users location to begin requested service at time detailed on work order. Satisfactory service is expected to be completed on same day as onsite response. 2.3 Response Times Table 2.4 shows the priority level response times for issues according to the impact of the reported situation. The priority assignment is to refer to the initial telephone response to the client. The support level refers to the HCC IT Department Guide for supported applications and hardware available as illustrated in Section 2.5 of this document. (TBD) Table 2.4 Priority Level Response Times Support Levels Response Time In Hours Description Level 1 2 or Less VIP or Multiple Systems Down Level 2 4 Degradation In Service Effecting Multiple Users Level 3 8 Single User Effect Standard Resolution Time Level 4 16 or More Schedule Equipment or Support For Future Events

11 11 TECHNICAL SUPPORT (SLA) 2.5 Supported Hardware and Applications Technical Support provides support for only approved HCC hardware and applications; which includes the following: Hardware Supported: Dell, PC compatible computers and laptops MAC Computers and Laptops iphones, ipads, and various Smartphones Printers Dell, HP, Lexmark, multi functional devices (copier/scanner/printer in one device) Applications Supported: HCC Web based applications Microsoft OS, Microsoft Applications MAC OS, MAC Applications Standardized Test (Compass, CLEP, CELSA, TABE ) Adobe Flash player Adobe Shockwave Java (the latest version available) Adobe Acrobat 9 Microsoft Office 7\10 Microsoft Visio Microsoft Project Apple itunes with QuickTime Mozilla Firefox Symantec Endpoint Protection (the latest version available) RealPlayer Roxio easy CD Creator (the latest version available) Support includes, but is not limited to any other HCC approved application/equipment that may exist now, or is introduced in the future.

12 12 RESPONSIBILITIES 3.1 Functional Overview HCC IT Department is the service provider of the following IT functions: Computer networks; Computer hardware and software; Application programming platforms (Peoplesoft, Web based Applications Oracle, etc.) 3.2 Hours of Operation A Help Desk Agent will be available to provide support functions between the hours of 7:00 a.m. to 9:00 p.m., Mondays through Fridays, 9:00 a.m. to 3:00 p.m. on Saturdays, except on public holidays where alternative arrangements will be made and published for review. 3.3 Response Times HCC IT will accept the priority assigned to an Incident by, as per Matrix in 2.3 and Priority Assignment criteria. 3.4 Service Level Targets HCC IT will respond within the time specified by the priority allocation. HCC IT will issue reports when required to HCC Management for the purpose of gauging HCC IT performance. Priority Assignment Criteria: As assigned by the HCC IT Department s fault matrix in section 2.3 of this document. This response time is to indicate the initial telephone response by HCC IT, as described in Section 2.4 of document, to the client as detailed on the Magic Incident Report Form. Method of Incident Referral: Telephone contact by HCC end user community E Mail request to the following address: [email protected] Method of Incident Referral: Immediately following the actual resolution of each individual incident request, a HCC IT Help Desk Agent will notify client by telephone or e mail of the completion of the incident request. Within 48 hours of resolution a HCC IT Help Desk Agent will provide clients with complete details of resolution, date and time of completion and estimated time taken in the actual resolution.

13 13 Other (Details): HCC IT will forward a weekly report of all outstanding incidents to IT Management. HCC IT will notate each outstanding incident with details of current status and return the report to IT management. HCC Management HCCS Information Technology Management