These service level agreements define how service is provided by ITS to our community of faculty, staff and students.
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ITS Campus SLA
1 – General Overview
This is a Service Level Agreement (SLA) between the campus community and Information Technology Services (ITS) to document:
- The technology services ITS provides to the campus.
- The general levels of response, availability, and maintenance associated with these services.
- The responsibilities of ITS as a provider of these services and of customers receiving services.
- Processes for requesting services.
This Agreement is valid from May 2015. Review is every two years, or as otherwise needed.
2 – Service Description
2.1 – Service Scope
The ITS Campus SLA
- Defines a general level of predictability for ITS communication and services.
- Reflects how ITS does business today and the direction ITS is heading.
- References the ITS Service Catalog for clear service level descriptions.
- Describes how work will be prioritized and predicts response times including a single outage notification process.
- Includes reporting on service levels.
2.2 – Assumptions
- Services, access to services and accountability measures provided by ITS are clearly documented in the ITS Service Catalog. The ITS Service Catalog is continually updated with additional service information regarding what services are offered, how to get services, how to get help for services.
- Outages to services are considered incidents (as outlined in ) and are communicated and documented to all stakeholders via the ITS Unplanned Outage and Incident Reporting process.
- Services are provided in adherence to any related policies, processes and procedures. See the ITS Service Catalog for policies related to a service.
3. Roles and Responsibilities
3.1 – Parties
The following Principal Officers are parties to the Agreement
Drew Matonak, President
Michael Green, Executive to the President for Institutional Effectiveness and Strategic Planning
Sarah Garrand, Interim CIO
3.2 – ITS Responsibilities
Responsibilities and/or requirements of ITS in support of this Agreement include:
- Meeting service delivery commitments outlined in the ITS Service Catalog.
- Meeting response times associated with the priority assigned to incidents and service requests.
- ITS implements defined processes to meet service level commitments.
- Generating quarterly reports on service level performance.
- Appropriately notifying customers of all scheduled maintenance via the ITS Maintenance Calendar, ITS Service Catalog and/or a communication to campus via email.
3.3 – Customer Responsibilities
Customer responsibilities and/or requirements in support of this Agreement include:
- Using the defined processes for requesting help and services.
- Monitoring the ITS Maintenance Calendar and notifying ITS of forthcoming local events with ITS dependencies. Customers should review Requesting Service for contacting ITS with IT related dependencies for local events.
- Responding to inquiries from ITS staff who are resolving incidents and handling service requests.
- Complying with campus security policies, available at ITS Policies and Procedures. Additional security requirements may be included on individual Service Catalog pages.
4 – Requesting Service
A service request means a request is made by a customer to ITS for a service as published in the ITS Service Catalog. There are four methods of contacting ITS for all requests.
4.1 – Phone (518-629-7364)
Phone service is available during regular hours of operation.
4.2 – Technical Support (https://www.hvcc.edu/its/support.html)
4.3 – Ticket System (https://its.hvcc.edu/ticket)
Ticket requests will be processed during regular Help Desk business hours, Monday through Friday 7:30AM to 8PM . (Summer hours are 7:30AM to 4PM)
4.4 – In-Person
In-person Help Desk support is available during regular business hours of operation in Higbee Hall room 107, Monday through Friday 7:30AM to 5:30PM . (Summer hours are 7:30AM to 4PM).
5 – Hours of Coverage, Response Times and Escalation
For all requests, the ITS goal is to have a staff member assigned and acknowledge requests within 8 business hours of receipt. Campus priorities may require exceptions to this goal during certain times of the Academic year.
5.1 – Hours of Coverage
- The ITS Main Office hours of operation are 8 AM to 4:30 PM, Monday - Friday except holidays, and announced closures. (Summer hours are 8AM to 4PM) Customers may use any of the methods of contact as stated in Section 4.
- Tickets via the web interface can be sent 24 hours a day, 7 days a week and are reviewed on the next business day. Requesting service via the web interface is the most efficient method to log and process service requests.
- ITS responds to off-hours unplanned outages as incidents as outlined in ITS Unplanned Outage and Incident Reporting. Each incident is assigned an Incident Coordinator to bring the incident to resolution.
5.2 – Response
- For response to technical support (including the ticket system), the ITS goal is to assign and acknowledge requests the same or next business day and is subject to prioritization.
- For response to unplanned outages and incidents, the ITS goal is to assign and acknowledge requests within 2 hours of receipt.
5.3 – Prioritization
If you consider your incident request urgent, contact the ITS Help Desk at (518)-629-7364. This will ensure your ticket is routed as quickly as possible. Examples of urgent incidents include reporting a service outage or reporting an impact to instruction.
For reference, ITS has a set of criteria to prioritize a request as urgent based on a global campus view of IT needs. ITS prioritizes incoming incident requests as “urgent” priority if it meets any one of the following criteria:
- Significant risk to life and safety.
- Significant impact on the delivery of instruction.
- Significant or lasting impact on student academic performance.
- Significant risk to law, rule, or policy compliance.
- Academic and Administrative Calendar deadlines.
- Significant number of people affected.
- Organizational structure is a multiplier for number of people affected.
- Percentage of total tasks that can no longer be performed by individuals.
5.4 – Escalation
If you are not satisfied with the level of service on a request, you may contact Ms. Sarah Garrand at (518)-629-7281. She will categorize and process your input as appropriate and respond to you with the action taken.
5.5 – More Information
If you have a question, contact ITS via phone (518-629-7364). The person responding will route your question to the appropriate area.
6 – Maintenance and Service Changes
The ITS Change Management process minimizes unintended service disruptions or other impacts to the campus as a result of changes in the production environment. ITS does this by monitoring, managing, and evaluating changes to maximize the service benefits to the customer, while minimizing the risks involved in making those changes.
6.1 – ITS Maintenance Calendar
All IT-related service outages are published in the ITS Maintenance Calendar. The ITS Maintenance Calendar currently serves as the official outage and maintenance schedule for ITS. Scheduled maintenance is not included in the calculation of availability metrics.
Campus departments are responsible for monitoring the ITS Maintenance Calendar and to notify ITS of forthcoming local events with ITS dependencies. In most cases, the ITS CIO is responsible for communicating service outages and changes to service groups and to the campus as necessary. Off-hours service failures are communicated the following business day.
There are two categories of service outages:
- Planned Outages: A planned service outage is work that is planned and scheduled at least two weeks prior to the scheduled date. The ITS CIO communicates (as needed) to the appropriate audience a minimum of one week prior to the scheduled outage.
- Unplanned Outages: An unplanned service outage is work that is unplanned due to an unforeseen event or urgent repair to prevent failure. Unplanned service outages are given priority (and communicated immediately) on a case-by-case basis depending on the type and urgency of the service failure.
6.2 – Guidelines for ITS Maintenance Windows
A maintenance window is a defined period of time during which planned outages and changes to production (see definition below) services and systems may occur. The purpose of defining standard maintenance windows is to allow clients of the service to prepare for possible disruption or changes.
ITS encourages all services and systems to negotiate a maintenance window with their clients via a Service Level Agreement (SLA). If a service does not have a negotiated maintenance window (via an SLA or equivalent) the following guidelines apply:
- Planned outages should be performed between 7PM and 7AM on any day of the week. Work scheduled outside of this window should have explicit sign-off from the stake holders.
- Planned outages and changes should not be scheduled during the first or last week of instruction, finals or grading week of the academic quarters, student orientation week, fiscal year end close, during Commencements, or other significant campus events.
- Production means institutional staff, faculty and users depend on the service to complete business and academic tasks and objectives.
Major upgrades to a service are treated as projects outside the scope of this service level agreement.
7. Reviewing and Reporting
7.1 – System Performance and Availability Reporting
Performance and availability reports are summarized in the Annual Assessment Plan based on the criteria for success as identified by each intended outcome as it relates to college goal, objective and/or strategic priority number.
The Annual Assessment Plans are available online (https://www.hvcc.edu/assessment/plans/index.html).
7.2 – SLA Reviews
Designated Review Owners:
Drew Matonak, President
Sarah Garrand, Interim CIO
Previous Review Date: May 2015
Next Review Date: May 2017
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