Information Technology and Services (IT & S)

Information Technology and Services (IT & S) Service Level Agreement (SLA)

Table of contents Mission... 3 Scope... 3 Help Desk services... 3 Helpdesk Hours of operations / Service Request... 3 Priority levels... 4 Remote desktop access and management... 4 Hardware and software standards/purchases... 5 Supported hardware and applications... 5 Rights and responsibilities of employee (faculty and staff)... 5 Customer responsibilities... 5 Access rights... 6 Media Services... 6 Responsibilities... 6 Support... 6 Hours of operation/ Service Request... 7 Response time... 7 Technician-on-hand... 7 Instructional/event support... 7 Non-Instructional/academic event support... 8 Event cancellations... 8 Video recording... 8 Rates/fees... 8 Page 2

Mission The mission of the Diablo Valley College Information Technology and Services (IT&S) Department is to provide a first point of contact for the college community for problems involving computer hardware, software or media service related issues. We strive to exceed the expectations of our customers by providing consistent support and communication for all Information Technology services in a professional, competent, and timely manner. Scope We are committed to delivering quality customer service and technical solutions in support of campus wide technology. To ensure the fulfillment of our mission, we have created this Service Level Agreement outlining specific services, priorities, and responsibilities related to the support of technology for faculty and staff at DVC. Note: This agreement is subject to modifications in response to changes in technology services and support needs. IT&S will periodically modify and review this document to meet the changing needs of the DVC community. Please address concerns or questions with the Technology Systems Manager. Help Desk services Application Support Computer/E-Waste Disposal Computer/Software Inventory Computer Replacement Network Drive Mapping End-User/Computer Lab*/Classroom Support Network Printing /Storage Technology Consultation/Purchasing *A computer lab is a facility where computer workstations are provided for use by students for classroom or individual work. Additionally, these labs are used by students and faculty for scheduled courses, project work, and open access. The DVC Help Desk is responsible for managing lab workstations in a way to provide student access to academic resources, while at the same time protecting workstation integrity for all users sharing the lab facility. Each lab has a designated lab owner or contact, identified by the academic department. In some cases, the DVC Help Desk will serve this role. The DVC Help Desk will work directly with lab owners to plan, purchase, deploy and manage lab technology and software. Faculty, staff and/or students may not connect personally-owned IT equipment (i.e., computers, printers, tablets, notebooks, smartphones, etc.) to the campus domain or any network resources. Only campus wireless network is available for personally-owned equipment. Campus IT is not authorized to handle or perform repairs, updates or configurations on personally-owned equipment. Helpdesk Hours of operations / Service Request Monday Thursday: 8 a.m. 1 p.m. and 2 p.m. 7 p.m. Friday: 8 a.m 4 p.m (NOTE: 1 st and 3 rd Friday, Help Desk is closed for staff meeting 9-11). DVC Help Desk is located on the first floor of the Library Administration Building Room L102. Hours of operation are subject to change. Any modifications to this schedule will be announced ahead of time. Request for support for media services related issues/trouble tickets, should be made via SysAid ( ) icon located on end-user s desktop; if no, is present, request can also be made via website (http://contracosta.sysaidit.com), submit a helpdesk request; select the category and related sub-category. You can also call extension 22576; commercial 925-969-2576 or email (helpdesk@dvc.edu). Requests will be processed in the order in which received/prioritization. Note: Submission of service request via SysAid is the preferred method. This method provides the end-user with a ticket number to associate with service request; provides technician the ability to track issues to resolution, and ensure proper prioritization. Other benefits includes the ability to spot widespread outages, allows multiple technicians visibility to issue and ability to transfer between technicians. Page 3

Priority levels Campus IT staff will make every effort to resolve issues at the time of the service call. This will be the initial method for resolving issues before assigning a priority level. Help Desk staff will log and assign priorities for all requests not resolved at the time of the call, based on specific definitions. Requests will be handled according to the priority assigned to them. The following table describes the priority levels assigned to requests for hardware/software problem resolution with associated response and estimated resolution times. NOTE: The timeframes are estimated goals and not service guarantees. Help Desk personnel will determine the initial priority of requests. Requests for higher ticket priority must go through the dean or manager to the Technology Systems Manager. The Technology Systems Manager will inform dean of the status of the request and notify Help Desk personnel accordingly. Priority Priority 1: Highest/critical Priority 2: High/urgent Priority 3: Normal Priority 4: Low - Informational/ scheduled Definition (Highest/Critical) issue is a problem severely impacting a computer lab/entire college (i.e., entire lab is down/no network connectivity; server is down; network is down; e- mail services not available due to network outage) (no reasonable workaround is currently available) (High/Urgent) issue is a problem where a single user s system has critical functionality loss/non-operational response affecting instructional student experience (no reasonable workaround is currently available) (Normal) issue is a problem that involves non-critical functionality loss, one that impairs some operations, but allows user to continue to function with workarounds (i.e., software/hardware installations/upgrades, mapping network drives; mapping / installation of network and local printers; e-mail customization/setup; can't check e-mail from computer, but could use mail.4cd.edu from another computer) for general usage questions or request for modifications. General IT or non-related IT information purchase/quote information. There is no impact on the quality, performance, or functionality of the product (i.e., out of place icons, bookmarks/desktop customization; computer lab account creations; monitor showing b/w instead of color. CD player has no sound). Computer lab software/hardware installations, maintenance/upgrades: To ensure all classrooms/labs are prepared for the start of each semester, all software and licensing information must be provided to the Help Desk by deadlines listed: Response time Within 1 hour Within 8 regular business hours Within 3 days Within 5 days Estimated resolution Within 1 day Within 2 days Within 5 days Fall April 15 Spring / Summer November 15 Remote desktop access and management Help Desk staff will make every effort to resolve issues at the time of the service call by using remote access tools when the technical resources are available. This will allow a technician to access the caller s desktop remotely for the purpose of expediting the resolution of the call. The technician will request and must receive the caller s Page 4

consent before accessing the machine remotely. The caller can view the activity on the local monitor as it occurs. If consent is not given, the call will be assigned the appropriate level of priority, which could delay the response / resolution time of request. Hardware and software standards/purchases All IT-related purchases must be processed through the Help Desk to the Technology Systems Manager to ensure Campus IT can properly support software/hardware. Request of this nature are required to be submitted via one of the following: email (helpdesk@dvc.edu); clicking SysAid icon ( ) on desktop or via web client (http://contracosta.sysaidit.com). No phone requests for purchases will be accepted. The Campus IT will provide support for district/college-funded hardware/software purchases only. For software purchases districted/campus-funded, Campus IT will maintain original DVD/CD and license keys or download capabilities. Copies will be provided to respective deans. Personally-owned equipment/software will not be supported. Supported hardware and applications Campus IT provides support for district/campus-funded computers and laptops. Applications supported: Support includes any other campus-approved application/equipment which may exist now, or is introduced in the future. Windows XP/Windows 7 Microsoft Office Suite and Applications Apple/Macintosh Applications Adobe Flash player Java Adobe Acrobat Reader Microsoft SilverLight System Center Endpoint Protection Apple / Mac OS Adobe Shockwave Printer repair / maintenance issues are referred to a third-party vendor, service fees may apply. IT&S staff will do their best to troubleshoot and repair; however, due to lack of printer repair and service expertise, any issues regarding printers, end-users will be referred a third-party vendor for repairs beyond staff s ability, at which time a service fee maybe incurred by the department Rights and responsibilities of employee (faculty and staff) Customer responsibilities Please submit all IT related issues via a service request/trouble ticket through the SysAid ( ) icon on your desktop; email (helpdesk@dvc.edu); or via web client (http://contracosta.sysaidit.com). This is our preferred method because of the ability to track issues to resolution and give us time to properly review and research problems. The help desk can also be contacted at extension 22576 or at 925-969-2576. Requests will be processed in priority order. Please do not submit multiple tickets about the same issue. If you need to add information to an existing ticket, please log into the support system or reply to the ticket email. When placing a service request, please provide as much of the following information as you can: Detailed description of problem, include any error message(s) received. A screen shot of the displayed error message Name, phone number, and time you can be reached for follow-up questions. Is anyone else in your area/department experiencing the problem? Does issue relate to a particular application/software? If so, give application/software name. Page 5

Length of time problem has existed. Depending upon the problem, it may be necessary to provide the computer name of the system you are referring: Windows 7: Right-click on Computer, and then clicking Properties You will find your computer name under Computer name, domain, and workgroup settings. If your computer is on a domain, the full name will show. Apple/Macintosh ios From the Apple ( ) menu, choose About This Mac In the About This Mac window, click the More Info button to open System Profiler Your Serial Number is the information needed. It is the responsibility of the employee to ensure data has been backed up/stored in another location besides their laptop or desktop when dropped off at Help Desk for service or reimaging. If additional information is discovered or information reported has changed, please notify the Help Desk as soon as possible so the ticket can be updated. DO NOT give out your password District or campus IT will NEVER ask for your password. Access rights Employees are given access rights as a Power User. If a user wishes to be approved as an Administrator for the college-owned desk or laptop provided for their use, the user must sign a statement accepting responsibility for the legal ownership and use of software other than that installed by Campus IT. Additionally, the user will take on the ownership/responsibility to ensure the operating system software is functioning properly and the computer is free of viruses, spyware and adware. Media Services Responsibilities The primary goal of Media Services is to serve the academic interests of DVC faculty and staff. Media Services supports, maintains, and repairs all DVC-owned, classroom/lab-based audio-visual technology. Media Services maintains a stock of audio-visual equipment intended for academic use or for use in rooms not equipped with A/V technology. Media Services also provides video recording and video duplication services for faculty use in the classroom environment. Support Media Services can only assure operability of technology equipment owned by DVC. Due to the wide array of technology available, Media Services cannot guarantee the compatibility of DVC classroom technology with technology from other sources, including personal computers and mobile devices. While Media Services makes every effort to assure the functionality of classroom based technology, it is not possible to guarantee 100% reliability. There will be times when the removal and repair of equipment will be necessary; with this in mind always, plan classes, lectures, and functions with a back-up or alternate plan. Media services will be happy to assist you with planning. Video/audio adapters to laptops and mobile devices are not provided by Media Services. These accessories should be purchased through department deans/individual owner. Page 6

Hours of operation/ Service Request Media Services is located in ground level of Library Building, L-100 and L-101. Regular business/event hours: Monday - Friday 7:30 a.m. 4:30 p.m. Instructional support hours: Monday Friday 9:00 a.m. 9:45 p.m. Request for support for media services related issues/trouble tickets, should be made via SysAid ( ) icon located on end-user s desktop; if no, is present, request can also be made via website (http://contracosta.sysaidit.com), submit a helpdesk request; select the category Media Request/Event Setup and related sub-category. You can also call extension 22553; commercial 925-969-2553 or email (helpdesk@dvc.edu). Requests will be processed in the order in which received/prioritization. Media requests for event and equipment delivery or staff support during regular business hours require 7 calendar days notice. Media requests for event and equipment delivery or staff support outside regular business hours (4:30pm 9:45pm) require 14 calendar days notice and are subject to approval and technician availability. Note: Submission of service request via SysAid is the preferred method. This method provides the end-user with a ticket number to associate with service request; provides technician the ability to track issues to resolution, and ensure proper prioritization. Response time Media Services will make every effort to honor requests, especially academic requests, in the order request were received. However, requests with less than 7 days notice, or requests to add technology to an existing booking with less than 24-hour notice of event, will be dealt with in the order received and by the availability of technicians/operators on hand. Media Services staff will respond to service problems as quickly as possible and will resolve issues as resources permit. Media Services will prioritize all service calls. Note: During spring and fall peak academic periods, Media Services response times may be longer than normal. Technician-on-hand When operator assisted services are required, a dedicated technician is present during the entire campus event. Requests for an audio visual operator assistance should be made at least two weeks in advance and are subject to approval and technician availability. Support services for non-academic events are also available and charged to outside groups based on total hours and equipment needed. Note: a minimum of 30 minutes will be allotted between events to allow for tear-down and transport of equipment to next event. Instructional/event support Media Services will determine if a staff member is required for an event based on the technology needs. If a media request goes beyond what Media Services can provide, there may be a fee for additional staff and equipment. (See rates below.) If the event planner does not believe there is not a need for staffing an event, Media Services will provide simple procedures for operating projectors and microphones, etc. Request for support should be made no less than 7 days in advance via SysAid ( ) icon located on enduser s desktop; if no, is present, request can also be made via website (http://contracosta.sysaidit.com), submit a helpdesk request; select the category Media Request/Event Setup and related sub-category. You can also call extension 22553; commercial 925-969-2553 or email (helpdesk@dvc.edu). Requests will be processed in the order in which received/prioritization. Page 7

Event rooms include the Diablo Room, the Community Conference Room, Food Court Quad, PAC Auditorium, and the Forum. Media support for meetings held on campus by faculty, staff or administration, and requiring a technician for setup or operation of audio visual equipment, are also available. Student life groups requiring set up and operation of equipment are charged a small fee for use of equipment, operator and break down of audio visual equipment. When an event requires media equipment and takes place outside of Media Services event support hours, a fee will be charged.. (For more details, see below.) For these events, organizational funding numbers/gls or other payment arrangements are necessary in order to book event support. Rooms not equipped with audio visual equipment, will need at least 14 days notice and are subject to charges if occurring on a weeknight or weekend outside of Media Services regular hours. These rooms are the Diablo Room, Food Court Quad, PAC Auditorium, Student Union, Viking Field and Arena Auditorium. Non-Instructional/academic event support Media Services uses non-instructional time throughout the year to refresh audio visual equipment in various campus spaces. Therefore, support for events during January and July is generally not available. Event cancellations If media equipment is no longer needed due to an event cancellation, Media Services must be notified at least 24 hours prior to the scheduled event Video recording Video recording services are available for academic events (e.g. class presentations and lectures) free of charge during normal business hours. Requests by faculty or staff for recording of campus events will be honored based on the availability of a Media Services technician. Media Services will charge a small fee for recording student events. All outside events with requesting video recording needs will be charged a fee. (See rates below.) Rates/fees Staffing for events Hourly/technicians (subject to availability): Video recording Editing Rates/fees $25.00 per hour with a 2 hour minimum $25.00 per hour with a 2 hour minimum $35.00 per hour Page 8