ITS Notebook/Laptop Issuance, Return and Repair SLA

1 – General Overview

This is a Service Level Agreement (SLA) between the campus community and Information Technology Services (ITS) to document:

  • Notebook/Laptop Issuance
  • Notebook/Laptop Returns
  • Processes for requesting Notebook/Laptop repair 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 Notebook/Laptop SLA

  • Defines a general level of predictability for Notebook/Laptop services.
  • Describes how work will be prioritized and predicts response times.

2.2 – Assumptions

  • The request for service must only be made for Notebook/Laptop devices issued to the customer by the College.
  • The customer issued the Notebook/Laptop must bring the device to campus for service.
  • The customer issued the Notebook/Laptop may be required to leave the device for an extended period, as needed, for service.
  • The customer may be asked to provide alternate contact information to facilitate additional communication requirements.

3. Roles and Responsibilities

3.1 – Parties

The following Principal Officers are parties to the Agreement

Drew Matanak – President
Michael Green – Executive to the President for Institutional Effectiveness and Strategic Planning
Sarah Garrand – Interim CIO
Umran Yaqoob – Microcomputer Supervisor

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 service requests.
  • Appropriately notifying customers of all details regarding the service.

3.3 – Customer Responsibilities

Customer responsibilities and/or requirements in support of this Agreement include:

  • Using the defined processes for requesting help and services.
  • Complying with campus security policies, available at ITS Policies and Procedures. Additional security requirements may be included on individual ITS Service Catalog pages.
  • Identifying documents/software that must be preserved during the processing of the service request. This includes but is not limited to the customer requesting assistance with and/or performing an individual backup of said items.

4 – Requesting Service

Same as the ITS Campus SLA.

See also Assumptions listed above.

5 – Hours of Coverage, Response Times and Escalation

For all requests, the ITS goal is to have a staff member assigned and acknowledge requests the same or next business day. Campus priorities may require exceptions to this goal during certain times of the Academic year.

5.1 – Hours of Coverage

  • The ITS 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). Customers may use any of the methods of contact as stated in Section 4.

5.2 – Response

  • ITS can perform intake/release of a Notebook/Laptop device during normal business hours.
  • Devices being returned must include all peripherals received at the time of issuance.
  • Devices being signed out for the first time require the completion of the Authorization to Remove Equipment from the HVCC Campus paperwork.

5.3 – Prioritization

  • All requests for Notebook/Laptop service are performed on a first come, first served basis determined by the time of intake by an ITS representative.
  • Early drop off of your device is encouraged but does not, however, guarantee same day completion of the service request.

5.4 – Escalation

  • There is no form of escalation available. All service is performed based on Prioritization noted above.
  • In certain cases, and based upon availability, a loaner device could be issued in the event the service request will take a significant period of time.

5.5 – More Information

If you have a question regarding your service request, contact ITS via phone (518-629-7364). A representative will provide a best estimate on the completion time of your Notebook/Laptop service request.

6 – Reviewing and Reporting

6.1 – SLA Reviews

ITS is responsible for facilitating regular reviews of this document. Contents of this document may be amended as required.

Designated Review Owners:
Drew Matonak, President
Senior Staff
Sarah Garrand, Interim CIO
Umran Yaqoob, Microcomputer Supervisor

Previous Review Date: May 2015
Next Review Date: May 2017