ELI Information Technology (IT) Support Services SLA

Contact Methods

Requests for IT computer and network services support from ELI should be directed to the IT Specialist, Tom Pyron: (jpyron@nvcc.edu). If the IT Specialist is unavailable a call should be made to the Help Desk.

ELI IT Staff may directly contact the appropriate ITSS Network Services personnel or may open a help desk activity and refer the activity to the appropriate IT Staff work queue.

Prioritization of ELI IT services support requests shall be determined by standard IT practices. Questions or concerns about the prioritization of IT services support should be directed to the ELI Director Dr. Jennifer Lerner (jlerner@nvcc.edu).

Hours of Operation

ELI IT Staff personnel shall be on site and available for hardware, software and network support Monday through Friday 8:30 AM to 5:00 PM.

Requests may be logged by contacting the IT specialist, Tom Pyron in person or by calling the IT Help Desk during its normal business hours at 703.426.4141.

Supported Services

The following items are supported within the scope of this SLA:

Setup and installation of hardware/software

Peoplesoft download procedure for ELI registration

eNova / Centra

Workstation software problem repair

Workstation hardware repair

Network problem repair

Backup Services

Network connectivity (home and common network drives)

ELI IT Staff supports all the software covered by the Supported Services SLA including the following:

MS Office 2003 / 2007

MS Windows Operating Systems including the following:

Windows 2000

Windows XP

Windows Vista

Outlook

Internet Explorer

Firefox

The following items are NOT covered by this SLA:

New software versions not yet adopted at the College.

Software versions more than two revision levels behind the release currently available at the College.

User provided personal software.

Disaster Planning

A list of customer contacts on the campus shall be maintained in order to notify them by phone in the event of a network failure.

A list of ELI IT Staff contact information, including home phone, pager, and cellular phone (if available) numbers, shall be maintained for ease of communication during an emergency

Priorities and Response Times

Priority Levels:

A priority scheme will be applied to all calls taken by the Help Desk according to the following criteria:

Priority Level                Definition                                                                      Response Time

1                      Affects Multiple People/Department significantly                        5-20 Minutes

2                      Affects an individual significantly                                                30 Minutes

3                      Affects Multiple People/Dept, but work can still be performed   45 Minutes

4                      Affects an individual, but work can still be performed                 240 Minutes

Call Response Thresholds:

With reference to the priority scheme, the ELI IT Staff will respond according to the stated response times to the best of its ability, and not below the following thresholds:

Priority Level    Threshold

1                      95%

2                      90%

3                      80%

4                      75%

Escalation Guidelines

IT Help Desk escalates ELI issues to ELI IT Staff via tickets transferred to the HD2_ELI queue as soon as it is determined that they are unable to resolve over the phone.

IT Help Desk can call the campus IT Specialist directly (703-323-3800) if it is determined there is an emergency or a customer complaint requiring attention.

ELI IT Staff should spend no more than two hours on any given problem, single user and/or multiple user problems included. When two business hours are up, the CS IT Manager (Peter Tharp) should be notified. If the CS IT manager is unable to resolve it in an hour, then the CS IT Manager should escalate the trouble to ITSS Network Engineers for support.

Metrics & Reports

General Metrics:

First contact resolution rate shall be 75% or better.

Customer survey satisfaction rate shall be 80% or better.

Frequency of Reports

All metrics shall be reported at least yearly in January

SLA Review and Compliance Procedures

The ELI IT Staff Support Services SLA is valid from 10/1/07 to 10/1/08 and it is subject to review each semester.

The ELI IT Specialist is responsible for issues relating to this SLA and may be contacted at 703. 323.3800 or jpyron@nvcc.edu. Issues not resolved by the IT Specialist will be escalated to the ELI Director Dr. Jennifer Lerner (jlerner@nvcc.edu).