Faculty & Staff Help Desk Service Level Agreement (SLA)

1. Helpdesk and Technology Specialist responsibilities

Provide support for faculty and staff in computing and communications.
Upon submittal of a HEAT ticket, the user will be immediately notified via e-mail the ticket number and description of the ticket.
Our goal is to acknowledge and respond to calls within 24 hours of receiving the issue. “Responding” may include a scheduled appointment with the user on a future dates.
Tickets that receive an urgent priority will be handled promptly by the first available technician.
In the event that a staff member or faculty member (with approval) is not in the office, written notification will be left behind stating the ticket number, progress of ticket and comment.

2. Desktop Applications Supported

We are a Microsoft campus. We will install, configure, upgrade and maintain all Microsoft software on college owned systems. (For a complete list of Microsoft products see our Home Use Agreement.)
We will load any special departmental software with proof of licensing. Installation will not include entering into any databases that require passwords.
We will install and configure Ingres for those who have been approved to use it. Ingres access must be approved by the department chair and the ITS department.
Internet Explorer is our browser of choice. We will support Netscape Navigator in situations where Internet Explorer does not meet an immediate need.
E-mail is supported through Outlook, Outlook Express and Webmail.
If ITS does not own the software, the user must acquire the software and licensing prior to the Technology Specialists visit.

3. Operating Systems

Windows 2000 is our current campus standard. Previous operating systems such as Windows 95/98, Windows NT will be upgraded to Windows 2000 or in some cases, grand-fathered.

4. Hardware

The vendor will fix all warrantee items. Arrangements for repairs will be made by the ITS department. All non-warrantee items will be fixed by the ITS department to the best of our ability. Basic images are available for all campus standard systems.

5. Other Technologies Supported

Scanners - Installation and configuration
Printers - Installation and configuration: Desk Jet, Laser Jet (upon approval of Facilities, and Networking), Office Jet

6. Other services supported

Assist in the troubleshooting of desktop/network issues such as network printing, e-mail and Ingres.
Support to a limited extent COLLEGE owned HOME systems. On-campus issues will always take priority over HOME system.
Configure modem for dial up and/or network connection to a DSL or cable modem.