UCD Human Resources information System (HRIS) SERVICE Level Agreement HRIS Services The services described in this SLA relate to the following processes: Core Administration Report Development Others (includes website support, records management and technical support) HRIS uses a query/process tracking tool (ITBM) whereby customers can raise Incidents - queries, requests and issues by sending an email to hris@ucd.ie, the incident is automatically logged and an incident number emailed to the customer. All incidents are assigned a target SLA/cycle time for resolution. HRIS is committed to excellent Customer support. The method for measuring and reporting Customer inquiries will be defined as Key Performance Indicators (KPIs) and are reported on a monthly basis. Technical Support HRIS receives technical support from various suppliers primarily UCD IT Services and Core International. HRIS have a Service Level Agreement with Core International and UCD IT Services have a formalised agreement with suppliers e.g. HP. These agreements include Problem resolution Data Integrity Data Security System Maintenance Upgrades Database refreshes IT Services are responsible for UCD s Disaster Recover procedures and their policy can be found at: http://www.ucd.ie/itservices/aboutus/keydocuments. 1
HRIS Processes & SLAs The below tables detail the service levels for each process. To quickly jump to a particular process please use the links in the first summary table. HRIS Processes Summary Core Administration Reports Other Core Back Office Core Personnel Module Core Time / Flexi Time Core Absence Management Recording Core Pay Core Expenses Employee Self Service (ESS) Core Recruitment ESS Timesheets Core Pensions Ad Hoc Report Requests External and Statutory Reports Label Reports Infohub Reports Self Service Reports Web Content Web Policy & From Publishing Web CMS Management HR Records Management Core DMS Data Protection Technical Support Hardware Technical Support - Software Core Administration Area Activity Detail SLA Core Back Office New Account Set up Setting up a new CORE account. 3 Day Existing Account Maintenance Amending an existing CORE account, e.g. adding a module 3 Days System Maintenance Administration of CORE Menu Profiles, System Parameters etc 3 Days Technical Support Deskside / Java support. 1 Day How to General CORE training/user support 5 Days Bug / Issue A bug or issue with the functionality of CORE, not module specific general 5 Days Data Issue Data Issue 3 Days Core Personnel Module Reference Data Administration of Cost Codes, Project Manager Codes, Qualifications etc 3 Days RMS Manager No Updates Manager No updates requested for RMS (we have a separate SLA with Research) 2 Days 2
Data Issues Resolving Data Entry Issues 1 Day How to General CORE Personnel training/user support 5 Days Bug / Issue A bug or issue specific to the Personnel Module 5 Days Core Time / Flexi Time Local Administration HR Admin request 3 Days Global Administration CoreTime global request 3 Days Reference Data Reference data, e.g. Shift Patterns, Work Types etc 3 days New admin set up New Flexi Administrators 3 Days Existing admin maintenance Administration of Flexi Administrator accounts 3 Days How to General CORE Time training/user support for Flexi Time 5 Days Bug / Issue A bug or issue specific to Flexi Time 5 days Core Absence Management Recording Reference Data Administration of Flexi-Time reference data, e.g. Shift Patterns, Work Types etc 3 Days New admin set up Setting up new Sick Leave Administrators 3 Days Existing admin maintenance Administration of Sick Leave Administrator accounts 3 Days How to General CORE Time training/user support for Sick Leave 5 Days Bug / Issue A bug or issue specific to Sick Leave 5 Days Local Admin Administration of Flexi-Time reference data, e.g. Shift Patterns, Work Types etc 3 Days Core Pay Reference Data Setting up Pay Codes, Pension Schemes etc 3 Days How to General CORE Pay training/user support 5 Days Bug / Issue A bug or issue specific to the Payroll Module 5 Days Core Expenses Reference Data Setting up Pay Codes, Pension Schemes etc 3 Days How to General CORE Expenses training/user support 5 Days Bug / Issue A bug or issue specific to the Expenses Module 5 Days Employee Self Service (ESS) Existing Account Maintenance Amending an existing ESS account, e.g. adding a menu new profile 3 Days System Maintenance Administration of ESS Menu Profiles 3 Days 3
ESS Access Issue General ESS training/user support 5 Days Data Issues A bug or issue with the functionality of ESS 5 Days Bug/Issue Bug/Issue 5 Days Core Recruitment System Maintenance Amending & adding application forms etc. 5 days Data Issues Resolving Data Entry Issues 1 Day Technical Support Support for erecruitment application, e.g. PDF CombineX install 1 Day How to General erecruitment training/user support 5 Days Bug / Issue A bug or issue specific to erecruitment 5 Days ESS Timesheets Reference Data YearEnd Ref Data Support/Input 3 Days Data Issues Data Issue 3 Days Bug / Issue Bug/Issue 5 Days Core Pensions Reference Data Administration of ref data/support of data input 3 Days Data Issues Data Issue 3 Days How to General Pensions training/user support 5 Days Bug / Issue A bug or issue specific to Pensions 5 Days 4
Reports Area Activity Detail SLA Ad Hoc Report Requests Level 1 A critical report - this report has significant impact on UCD or UCD HR 3 Days Level 2 A high priority report - this report is high value & urgently required 8 Days Level 3 A standard report request - no serious impact on UCD or UCD HR 10 Days Query A query regarding an existing ad-hoc report 3 Days External and Statutory Reports Level 1 A critical report - this report has significant impact on UCD or UCD HR 3 Days Level 2 A high priority report - this report is high value & urgently required 8 Days Level 3 A standard report request - no serious impact on UCD or UCD HR 10 Days Query A query regarding an existing External report 3 Days Label Reports Labels Request Request for labels 5 days Infohub Reports Access Request New or modified access to the Staff Management reports 3 Days Data Query A query regarding data provided in the Staff Management Reports 3 Days Bug / Issue Issue 3 Days Self Service Reports New Report Development Develop Report 15 Days Existing Report Maintenance Changes/Update to existing Report 15 Days Access Request Access to reports 3 Days Data Query A query regarding data provided in the Self Service Reports 3 Days Bug / Issue Issue 3 Days 5
Other Area Activity Detail SLA Web Content Development Website Development 15 Days Update Website Update 5 Days How to Training 3 Days Web Policy & From Publishing Update Policy Update 3 Days How to Training 3 Days Web CMS Management New User New Terminal 4 account request 3 Days Amend User Update to existing account 3 Days Bug/Issue Issue 3 Days HR Records Management File Request Request for Personnel File 2 days FOI Request Freedom of Information Request 2 days File Access Request Physical File Request 2 days File Query File Query 1 Day Core DMS New account set up New Account 1 Day Existing account maintenance Change to existing account 1 Day Technical Support CORE DMS Issue 2 Days How to Training 2 Days Bug / Issue Issue 2 days Data Protection Data Protection Query Data Protection 2 days How to Training 2 Days Technical Support - Hardware Distribution New H/W is given to users 15 days Security Locks Unlocking/Handing over of Key for unlocking 3 days Installation Adding new H/W to a PC/Laptop or Printer 3 days How to Training on new H/W use 1 Day Printer Movement & Maintenance 3 Days Bug/Issue Issue with Equipment 2 Days Technical Support - Software Installation Install S/W on PC/Laptop 1 Day Support Software Training/Support 3 Days Bug/Issue Investigation of S/W issue 2 Days 6