Graceland University ITS Service Level Agreement

 

Service Provider:  Graceland University Information Technology Services

 

Service Provider Contact:  Mark Patience, Director of Desktop Support Services, patience@graceland.edu (Help Desk, helpdesk@graceland.edu)

 

Service Period:  June 1, 2006 through May 31, 2007.  In June each year the SLA will be reviewed for changes needed.  The current SLA will be used until a new SLA is established.

 

Services:  Support for all ITS products and services are included in the Supported Software List and Supported Services List for Graceland University.

 

Standard Business Hours:  Help Desk hours are 8 – 5 pm, Monday through Friday, excluding holidays listed on Graceland’s Holiday Schedule.  Calls and e-mails sent after hours will be handle the next business day.

 

Reporting Methods:  In order to provide support, all problems must be received by the Help Desk.  The preferred method is calling 5167 or e-mailing helpdesk@graceland.edu.  Drop-ins will be scheduled by Help Desk Staff.  All requests will be logged in call tracking system.  Each customer will be e-mailed a request ticket information when a ticket is opened, closed, and any escalations that take place. 

 

Initial Phone Contact Services Levels (Standard Hours):

 

Service Element	Service Commitment
SL (Service Level)	90% of calls handled will meet Service Levels
FCR (First Contact Resolution)	65% of all calls resolved in initial contact  (80% user account, 70% OS related, 60% COTS related, 40% all other resolved on the first contact)

 

Severity of a request will determine prioritization of the request list.

Criteria needed for assigning severity are as follows:

1.      Number of customers affected

2.      Effect on business mission

3.      Context of problem

4.      Deadlines

5.      Estimated solution time

6.      Application involved

7.      Frequency of problem

8.      Customer’s sense of priority

9.      Customer’s commitment level

10.  Availability of workaround

11.  Threat to data integrity or computer security

Severity Definitions:

Priority 1	More than one person cannot work and business impact.  Major system or service is unavailable.  Class room or class work resources unavailable. Potential catastrophic damage.
Priority 2	One person cannot work.  Entire department or small group unable to be productive.  Causes indirect impact on another employee or student.
Priority 3	One person unable to be productive.  Multiple, non-critical components down or degraded.
Priority 4	Single non-critical component down or degraded. inconvenience problem
Priority 5	Problem review of known issue, upgrades, minor repairs, non-critical
None	Informational, question, research, request delay

 

The following table will be used to prioritize calls internally and to give committed response time.

Request Service Levels:

Severity	Service Commitment – 90% of requests will be handled in the following time table		Applicable Hours
	Response	Resolved/Closed
Priority 1	20 minutes	2 hours	Standard
Priority 2	30 minutes	3 hours	Standard
Priority 3	2 hours	8 hours	Standard
Priority 4	4 hours	12 hours	Standard
Priority 5	8 hours	48 hours	Standard
None	48 hours	2 weeks (336 hours)	Standard

 

The following table will be used internally to help insure resolution time is met appropriately.

SLA Insurance Process:

Name	Method	Interval
Assigned Analyst	e-mail	1 hours till expired resolution time
Co-Analyst/DSS Director	e-mail	30 minutes till expired resolution time
DSS Director	e-mail	Expired resolution time + 30 minutes

 

 

Service Level Agreement Reporting:

Monthly reports will be posted on DSS web page 3 business days after end of the month.  The report will include the following items for review.

 

Calls Answered

First Contact Resolution

Average Resolution, Escalation Time, Resolution Time

Response/Resolution Exceptions by Director

Contact volume based on calls, e-mail, VM, fax, and other contact methods