Table of Contents
- Statement of Intent
- Request Resolution Time
- Issue Classification
- Priority Assignment
- After Hour Support
- Escalation Resolution
- Services Description
- Principal Contacts
Statement of Intent
This internal Service Level Agreement (SLA) documents the characteristics of an IT service that is required by a business function. This agreement is mutually understood and agreed to by representatives of the University community, including regional campus locations. The purpose of the SLA is to ensure that the proper elements and commitment are in place to provide optimal services for the business function. This agreement is not meant to override current procedures, but to complement them. Information Technology Services will publish service level performance on a monthly basis to the University community.
Request Resolution Time
The table shows request resolution time represents the target time to resolution. This list is for day to day operational processes. Issues on this table that impact strategic priority or impact business-critical functions should be escalated as outlined in Escalation Resolution and Issue Classification.
| Request | Time |
| Desktop Application Installation | 3-5 Business Days |
| Hardware/Software Support | 2-5 Business Days |
| New Hardware/Software Request | 15-30 Business Days |
| System-wide Application Upgrades | 15-30 Business Days |
| Account Administration | 2-3 Business Days |
| Password Resets | Same Business Day |
| File or Data Issue | 1-2 Business Days |
| PowerCAMPUS/PowerFAIDS Support | 1-2 Business Days |
| PowerCAMPUS Reports | 3-5 Business Days |
| System Database Issues | 3-5 Business Days |
| BlackBoard Exam Set-up | 3-5 Business Days |
| BlackBoard Student Exam Reset | Same Business Day |
| BlackBoard Support | 2-3 Business Days |
| Copier and Printer Support | 2-3 Business Days |
Issue Classification
· Impact Level ·
The Impact Level describes the impact of a problem. By default, this level is set to according to the Request Resolution Time table. Below is a reference as to how best interpret and address the different severity levels. Please refer to Escalation Resolution if an issue moves from one Impact Level to the next before resolution.
- Critical: Crashes, loss of data, severe impact to business operations.
- Major: Major loss of function.
- Minor: minor loss of function or other problem where an easy workaround is present.
- Trivial: Cosmetic problem like misspelled words or misaligned text.
- Enhancement: Request for enhancement.
· Impact Level of Enhancement to Minor ·
Call Technical Support at (510) 869-6836 or open a work order ticket at the Helpdesk online: http://request.samuelmerritt.edu/helpdesk.
Some examples of Enhancements to Minor issues are: General information (requests for scheduling upcoming work etc.), one person can’t do any work, but alternatives exist or person does not need immediate resolution, or one person can’t get into an application, but alternatives exist.
· Impact Level of Major to Critical ·
Call Technical Support at (510) 869-6836 and state that the issue is urgent. If a Critical issue arises outside of business hours, consider it after-hours support and see After-Hours Support.
Examples of Major or Critical issues are: Multiple users cannot log in, users are unable to complete processes and no alternative exists or users cannot get into a business-critical application and no other alternative exists.
Priority Assignment
The Technical Support team prioritizes requests for support according to the following priority-level guidelines:
P5-Enhancement Priority
(5+ Business Days)- A user would like to suggest a change be made or requires training.
P4-Low Priority
(4-5 Business Days)- A minor function is not operational for one or more users (who can continue to use other application functions).
- A user has questions about functionality.
- A user needs administrative assistance.
P3-Low Priority
(3-4 Business Days)- A minor function is not operational for one or more users (who can continue to use other application functions).
- A user has questions about functionality.
- A user needs administrative assistance.
P2-Medium Priority
(2-3 Business Days)- Services or applications are not operational for a single user.
- A major function of service is not operational for a single user.
- A user needs to access a locked record.
P1-High Priority
(24 Hours)- The system is not operational for multiple users.
- A major function of service is not operational for multiple users.
- A function is critical to a Samuel Merritt University strategic priority.
After Hours Support
Note: The Technical Support office is not staffed outside of normal business hours. After hours, on-call service is available for urgent support only. We would like to minimize the number of after hours calls. After hours calls should be based on a business need that cannot wait until normal business hours.
· System Emergency Calls and After Hours Support ·
For emergencies and after hour support, page Technical Support at (510) 801-0345 and leave a number at which you may be immediately contacted. Technical Support will respond within 30 minutes and will provide on-site support, if necessary, within 2 hours.
· Critical Coverage Periods ·
Technical Support must be notified at least two weeks in advance of critical coverage periods. The critical coverage period notice should include specific dates and times of upcoming critical periods that require faster response and/or after-hours support. Registration or year end close are examples of critical coverage periods.
Escalation Resolution
Information Technology Services escalation should begin within the primary service department manager and end with the Director of Information Technology Services. If an issue is not being resolved in a satisfactory manner or is not being resolved in a manner that meets the Service Level Agreement outlined in this document, the issue should be escalated with Information Technology Services.
Requests that directly pertain to strategic priorities of Samuel Merritt University or impact business-critical functions should be escalated according to your Division and or Department’s escalation practice.
Information Technology Services Description
· Desktop and Technical Support/Help Services Team ·
- Responds to customer questions regarding application functionality, problems, and service requests.
- Ensure that customers are adequately trained on desktop applications.
- Gathers appropriate information regarding problem and service requests.
- Ensure that problem and service requests are logged and tracked.
- Provide First Level support of all areas of service.
- Provide support to the Information Technology Services team to ensure proper operation of systems.
- Desktop hardware and software installations, maintenance, and support.
· Network Services Team ·
- Ensures that the networks, servers, applications, and databases listed in the SLA are available for users to access and meet the defined availability requirements and metrics defined in the SLA.
- Responds to and resolves questions, problems, and requests for enhancements to the server configuration.
- Provides support to the Enterprise Applications team to ensure proper operation of database systems.
- Is responsible for database backups and administration functions.
- Ensures database integrity and functionality through monitoring and tuning.
· Enterprise Applications Team ·
- Responds to and resolves customer questions, problems with, and requests for enhancements to the application services to meet business needs.
- Responds to customer questions regarding application functionality and support the Network Services team to ensure proper operation of applications.
- Ensures that customers are adequately trained and that applications meet the business needs of the College.
- Responds to customer questions regarding data issues.
- Responds to customer questions regarding web content and web site functionality.
- Provides support to the Systems, Database, and Network Services team to ensure proper operation of web applications.
- Ensures that site programming is completed according to standards.
· Web Application Development Team ·
- Responds to customer questions regarding web content and web site functionality.
- Provides support to the Systems, Database, and Network Services team to ensure proper operation of web applications.
- Ensures that site programming is completed according to standards.
Information Technology Services Principal Contacts
| Information Technology Services – | Blair Simmons, Director of Information Technology 3012 Summit St, 1st Floor C-Wing G679 bsimmons@samuelmerritt.edu (510) 869-1592 |
| Enterprise Applications – | Jacqueline Peter, Sr. Systems Analyst 3012 Summit St, 1st Floor C-Wing G683 jpeter@samuelmerritt.edu (510) 869-6919 |
| Web Applications Development – | Marvin Lee, Web Applications Developer 3012 Summit St, 1st Floor C-Wing G681 mlee@samuelmerritt.edu (510) 869-3491 |
| Network Services - | Marcus Walton, Network Services Manager 3012 Summit St, 1st Floor C-Wing G678 mwalton@samuelmerritt.edu (510) 869-6881 |