Desktop Support Service Level Agreement for Faculty and Staff

IT Service Desk

Provide the following support for faculty/staff/student computers and network connections throughout campus:

  • Provide Level One walk-in, phone and email support for supported software, virus, networking, wireless and spyware questions. Level One support means that the IT Service Desk staff will resolve the problem if they can. If they are unable to resolve the problem, the IT Service Desk will log the problem for the appropriate technician
  • Report widespread network problems to Information Services staff:
    • During business hours (Monday – Friday 8:30 am – 5:00 pm) - within 15 minutes
    • After business hours – phone calls and emails will be made to the appropriate staff member
  • Maintain IT Service Desk website, where faculty/staff/students can personally download software utilized by the IT Service Desk to troubleshoot their computer problems
  • Assign staff network connection problems to the appropriate network technician and track the repair process

Desktop Support

  • Provide Level Two computer and network problem resolution based on priority. Level Two support means that the problem has been assigned to a staff technician for resolution. Escalation of a computer support call to the status of Emergency or Urgent is made by the IT Service Desk Supervisor. Priority is as follows:

1 – Emergency

Emergency calls receive attention within 15 minutes. Emergency calls are defined as those situations where blocks of campus, departments servicing multiple customers or labs and classrooms dependent on technology are completely out of service. Emergency situations are determined by the IT Service Desk Supervisor.

2 – Urgent

Urgent calls receive attention within four working hours. Urgent calls are defined as individual computers that are completely out of service with no alternative accommodations. Urgent calls are determined by the IT Service Desk Supervisor.

3 – Normal

Normal calls receive attention within twenty-four working hours. Normal calls are defined as routine requests for technical service that affect daily productivity.

4 – Low

Low priority calls are defined as routine requests which have little impact on daily productivity. Examples include unnecessary software upgrades, hardware upgrades and installation of non-critical new computer systems.

Repair resolution times vary based on the nature of the problem. If an on-site visit is required, the technician will need access to equipment both electronically and physically. Please remember: Make backup copies of important files on a regular basis and be familiar with the computer´s file structure. Ultimately, data stored on the hard drive is the user's responsibility to back up.

  • Oversee repair and reassignment of college-owned computer hardware
  • Troubleshoot and deploy anti-virus and software updates
  • Troubleshoot and deploy software updates, if necessary
  • Clean and maintain departmental laser printers
  • Set-up and deliver new or replacement computers, as necessary