IT Service Desk Service Level Agreement

 Reviewed 06/02/2014 Next Review 06/02/2015

Introduction

This Service Level Agreement (SLA) document details the service standards which will be delivered by University Campus Suffolk (UCS) IT Service Desk to the user community. The service standards in this document are identified so as to work closely with the core business values, demands and requirements. Every effort will be made to fulfill present and future needs of the University and to make the IT experience as enjoyable as possible.

The service standards which were identified by the IT Service Desk to enhance the staff and student experience are given below:

    • Improve overall quality of staff / student IT experience
    • High level of staff / student support for IT
    • A formal mobile and responsive Service Desk to the demands of the entire community
    • Launch of a formal Staff / Student Incident logging facility via Support Portal
    • Simplify IT processes for the community
    • Produce Online user guides / quick fixes / training materials / information packs
    • Improved communication via one-to-one meetings with other departments, Student Union
    • Information for system wide issues and outages communicated via IT Support Portal, MyUCS and Emails
    • Logon assistance portal for staff / students to reset password/unlock accounts

Provision of Services

IT Service Desk will provide to the staff and students of the following services:

  • Network login and Password resets
  • Installation and repairs to corporate devices and peripheral equipment
  • Management of computer software and applications
  • Installation and maintenance of audio visual equipment
  • Curriculum and Business Projects support
  • Network connectivity issues
  • Approval and purchase of IT equipment
  • The provision of documentation for users regarding network services
  • IT equipment asset tracking and maintenance of inventory

The following services will be available via a logon 

  • Email
  • Access to file storage
  • Printing
  • Web access:
  • Internet
  • Intranet
  • Webmail
  • Access to ‘My Docs’ files

The IT Service Desk is not responsible for (this list is not exhaustive):

  • Formal out-of-hours support.
  • Support for home and personal computers.

Staffs and students are responsible for the following:

  • Reporting, via the correct reporting procedure, any problems or suspected problems with:-
  • computers and peripheral equipment
  • cabling or infrastructure
  • email or Webmail
  • access to web based systems
  • Reporting any known abuse of the network to the IT Services Support Manager
  • Supplying full contact details and availability when contacting IT Service desk
  • Quote Incident reference number if contacting IT Service desk for update on an existing incident
  • Ensuring their computer is virus free by notifying IT Services of any suspected virus attack.
  • Adhering to the terms & conditions of the ‘Guidance on the use of IT Facilities document’
  • Adhering to the JANET Acceptable Use Policy

During non-term time, it may be necessary to perform maintenance and upgrade work on the network infrastructure and system software. It should however be noted that minor upgrades or essential maintenance may be required during term time.

The IT Service Desk will provide a minimum of seven working days’ notice when advertising breaks in service, unless it is not possible due to do so.

Areas currently owned by UCS where service will be provided:   

Campus North, Ipswich

Waterfront building, Ipswich

James Hehir building, Ipswich

Outreach centres; West Suffolk Hospital, Bury St Edmunds

UCS Learning Network; UCS at Otley College, UCS at Suffolk New College, UCS at Great Yarmouth College, UCS at Lowestoft College and UCS at West Suffolk College

Technical Support provided

The IT Service desk aims to provide a service that is available during office hours 8:45am – 5:15pm. Friday: 08:45 to 16:45.  The team is physically based in the Infozone in the Waterfront building, Ipswich.

Updates to system wide issues and outages will be communicated via the Intranet and the email system.  Every effort will be made to provide advance information, however there may be occasions where advance notice cannot be provided.

Fault Reporting

A fault, question or request can be logged in person at the Infozone, by emailing the ithelpdesk@ucs.ac.ukor telephoning 01473 338222, support requests will be assigned a call reference number. The support ticket will be allocated to a member of the IT Service Desk team by the incident administrator. If the fault will take longer than the SLA resolution time the IT Service desk team will communicate to the customer the reason for the delay and a revised completion time.

Priorities and Projects

IT Service desk team may have to prioritise the order of work undertaken. In broad terms the priority of work will be:

  • Disaster recovery
  • Mission critical work
  • Student requests
  • Staff and administrative requests
  • Upgrades, research and development

For illustration purposes, examples are provided below showing the type of response and escalation routes that would be expected for the example incidents.

Incident Categories

Level (0)

Level (1)

Level (2)

Hardware. Does not boot.

FAQ's / Self Resolution Guides / Ask a Question

Staff /Students open an incident via web client. Service desk works on incident

Service desk coordinates with the third party vendor

Software. Application cannot launch.

FAQ's / Self Resolution Guides / Ask a Question

Staff /Students open an incident via web client. Service desk works on incident

Incident is resolved at Level (1)

Network connectivity. Cannot connect to UCS domain.

FAQ's / Self Resolution Guides / Ask a Question

Service desk works on incident received via web client and passes to network / server support

Incident is resolved at Level (1)

Remote Access. Cannot connect to network from home.

FAQ's / Self Resolution Guides / Ask a Question

Service desk works on incident received via web client and passes to network / server support

Incident is resolved at Level (1)

AV Problems. The projector does not work.

FAQ's / Self Resolution Guides / Ask a Question

Send to AV technician

Send to AV technician

Below is what severity levels (Escalation Levels) for Level 1 and 2 Support IT Services provides for all issues.

On – Campus

Severity Level

Description

Incident maximum Response time *

Incident Maximum

Resolution time (days) *

Severity -1 (Critical)

Mission Critical, 

Network/server downtime.

Disaster Recovery.  

30 minutes

4 hours

Severity -2 (High)

Support requests raised by staff and students.

1 hour

2 days

Severity -3 (Elevated)

Degradation to the network performance due to hardware and software changes made to the network.

2 hours

3 days

Severity -4 (Standard)

Support requests resolution requiring availability of parts and service provided by third party supplier.

2 hour

4 days

Projects

Service requests requiring new parts to be ordered or service provided by third party supplier.

2 hour

41 days

Off – Campus

Severity Level

Description

Incident maximum Response time *

Incident Maximum

Resolution time (days) *

Severity -1 (Critical)

Mission Critical, 

Network/server downtime

Disaster Recovery 

30 minutes

1 day

Severity -2 (High)

Support requests raised by staff and students

1 hour

3 days

Severity -3 (Elevated)

Degradation to network performance due to hardware and software changes made to the network

2 hours

4 days

Severity -4 (Standard)

Incidents requiring availability of parts and service provided by third party supplier

2 hours

5 days

Projects

Equipment or service deployment / Hardware upgrades / Software upgrades/ service provided by third party supplier

2 hour

41 days

*Response Time = Time between Incident reported and client responded. 90% of all Incidents are aimed to be responded within 30 minutes

* Resolution Time = Time between Incident reported and Incident Resolved. 90 % of all Incidents are aimed be resolved within the specified SLA’s above.

The SLA does not cover the following conditions and hence the SLA clock will be stopped to avoid incidents from failing.

 Support at weekends and during public holidays.

 When a customer is not available or third party support is involved.

 Equipment move between buildings.

 Travel between partner colleges and outreach centres.

Customer Feedback

 

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