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Hfu It Helpdesk Sla3d
Hfu It Helpdesk Sla3d
HelpDesk
Service Level Agreement (SLA)
Page 1
Version
Date
Description
Authors
1.0
11/13/12
Approval
Approvers
Role
Approval Date
Vince Milnik
11/12/2012
Important Note: This document represents an initial draft agreement. The content is
subject to changes that will be reflected in the Periodic Review.
Page 2
CONTENTS
( H Y P ER L IN K ED CL IC K T O AC C ES S TO P I C)
HELPDESK INTRODUCTION
The Holy Family HelpDesk is the first contact point for help with most technology
hardware and systems used by the university. This includes all university owned
desktop and laptop computers, printers, phones, projectors, iPads, and audio and video
equipment, WebAdvisor, and special events requiring IT support. (Blackboard help is an
exception where requests for help are sent using the form at the login screen.)
The HelpDesk System creates an online support channel for the entire university,
allowing all users to submit service request including problem tickets, create and track
workflow, link appointments and tasks, and track calls made and received.
Help Desk Online Forms Submission is accessible on campus only.
Phone support is available from any location.
User Login
For First-Time Users, you must click "SAVE" before you can create a ticket. Access to
Help Desk is granted via Novell username and password.
When you click Create Ticket you might get a Pop-Up Blocked Message this will appear
in a yellow box right below your URL address bar.
Click on the yellow Pop-Up bar and select Always Allow Pop-Ups From This Site.
Contact Us
By web: click User Login
By phone:
On Campus: ext. 3402
Direct line: 267-341-3402
By email: helpdesk@holyfamily.edu
View Help Desk Demonstration (click to review)
HF Technology Support
All Academic Units including the Colleges of Arts and Sciences. Education,
Nursing, Business, and DEL (Division of Extended Learning).
Athletics
Match perceptions of expected service provision with actual service support &
delivery.
Includes all Holy Family University owned computer and audio/video hardware,
software, and networks investments serviced through the IT HelpDesk.
Services include resource purchases, installations, repairs, and upgrades.
The IT Staff will work on network access for student or employee privately owned
technology.
Response and service completion times will be affected by the following factors.
o Day of week and time of day request received
o Request complexity
o Ability to satisfy request using existing resources versus requiring
acquisition of additional technology and/or human resources.
o Holidays
o Severe weather conditions
o Ownership: University owned hardware and software will receive higher
priority.
o Problem Volume: Issues affecting more people will receive higher priority.
PERIODIC REVIEW
This Agreement is valid from the Effective Date outlined herein and is valid until further
notice. This Agreement should be reviewed at a minimum once per fiscal year;
however, in lieu of a review during any period specified, the current Agreement will
remain in effect.
All IT Department Managers (Document Owner) are responsible for facilitating regular
reviews of this document. Contents of this document may be amended as required,
provided mutual agreement is obtained from the primary stakeholders and
communicated to all affected parties. The Document Owner will incorporate all
subsequent revisions and obtain mutual agreements / approvals as required.
Review Period: Recommended review and update every 6 months
Previous Review Date: NA
Next Review Date: March 29, 2013
Periodic reviews will be coordina ted by the Universitys Instructional
Technologist.
New Employees
Supervisors need to provide the HelpDesk with a written request for support services
related to each new employee. The information required includes:
Name, title, and location information needed in creating network and system
accounts such as telephone access, networked computer access, email, Datatel,
Blackboard, ETC. as needed.
Hardware requirements including PC versus Mac, location and specific computer
and peripheral needs such as local versus networked printer and printer type.
Software requirements
Please provide this information as much in advance as possible to ensure that the
new employee has the tools they need to perform their job.
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B) You may not have been enrolled in the Blackboard component of your course.
Check with your instructor to see if they are using the system, and if you need to
self-enroll yourself.
C) The course may not yet be made Available. Check with your instructor.
4) Student: w hy cant my notebook / laptop connect to the Internet?
A) Clean Access software: You need to log into the Holy Family
network using a program called Cisco Clean Access. All Microsoft
Windows XP, Vista and Windows 7 computers used in the residence halls and
for wireless access throughout the campus are required to install the Clean
Access Agent client software to connect to the university network. You will also
be required to install Microsoft critical OS updates and patches as well as an
Anti-virus program with latest virus definitions. Macs also now require the Clean
Access Agent.
B) Connect to hfuinet network : The wireless network for student access is
called hfuinet . Your userid and password, and the Clean Access agent are
required to connect. Your wireless laptop should automatically see
the hfuinet wireless network.
Additional Assistance
Several technology training guides, and other FAQs, are available online at the Holy
Family University website. Following are the Internet addresses to check.
1) Computer Technology Services Home: http://extra.holyfamily.edu/cts/index.shtml
From the HomePage, click the Administration tab (top right section of screen), and then
click Computer Services.
2) Technology Training Website: Direct link is located under Quick Links at the
left side of the Universitys Home Page .
SERVICE AVAILABILITY
Coverage parameters specific to the services covered in this Agreement are as
follows:
NOTE: Severe weather conditions will obviously impact the ability to satisfy IT
Service Requests.
Holy Family University, IT-HelpDesk. SLA , DSlowik, GColeman, File= HFU-IT-Helpdesk-SLA3d, Pg 14 of 26
CONTACT INFORMATION
To report problems or request services for technology support:
By phone:
On Campus: ext. 3402
Direct line: 267-341-3402
By email: helpdesk@holyfamily.edu
Holy Family University faculty, staff and students have the option to place service
requests and report problems via telephone, or by submitting a web form from the
Universitys Home Page.
If a phone technician is assisting other customers, the customer will have the option to
hold for the next available technician, or complete an online Help Desk Request Form
that automatically logs a call into the Help Desk database.
All requests and problems are recorded in a database that is used by everyone in Holy
Family. Calls will be escalated to the proper support groups within the University.
Requests via email Request Form will be entered into Help Desk database as a record.
We will respond to email requests within one workday of receiving the email regular
working hours that the University is open.
Response Times:
Requests received Sunday through Thursday after the listed hours will be answered:
the next business day.
Requests received Friday after 3 P.M., or on Saturday or Sunday, will be answered
during the following Monday assuming that the University is open.
HELPDESK TICKETS
All requests for technology help require you to submit a HelpDesk Request.
All requests are entered as tickets into the HelpDesk System. You can
completed the ticket on your own from the Universitys Computer
Technology Services website at http://extra.holyfamily.edu/cts/helpdesk.shtml
Response to Problem
(Within)
Priority
Criteria
Life
Threatening
Urgent
High
Medium
Low
1 business hour
4 business hours
3 business days
All requests are logged into the Problem Management System (Footprints). A
ticket is completed by a Help Desk Specialist, or forwarded to appropriate level
for research for completion. Help Desk Specialists or the accountable persons
Manager is responsible to ensure timely response per stated service objectives.
Client Services personnel will conduct random follow-up.
Service Metrics:
Category
Performance Criteria
Less than 5%
HARDWARE SUPPORTED
The Help Desk will provide support for university-owned, standardized, campus-wide
hardware. Support is provided for classroom technology including projectors, document
workstations, SmartBoards, faculty podium hardware, and printers and scanners. The
same support is provided for office equipment as appropriate. The support provided will
be installing and maintaining the hardware and related software. Non-routine hardware
maintenance may be provided by approved vendors, and will typically exceed the inhouse service time goals.
Some Help Desk and other IT staff are available for consultations on purchasing
hardware for campus faculty and staff applications. The specific individuals will vary by
the nature of the needed support. All new hardware purchased will be setup by the IT
Network Staff.
The Help Desk will assist in setting up University-based email on University-owned cell
phones and other devices including iPads.
SOFTWARE SUPPORTED
Computer Operating Systems
-
SERVICES SUPPORTED
The Help Desk (ext. 3403 or by completed online Help Desk Request Form) provides
support for all faculty and staff in the following areas, but not limited to:
Support Category
Support Staff
Location
HF Network Login
Help Desk
Classroom
Technology
Help Desk
Office Technology
Help Desk
PC and iPad
Hardware
Installation and
Repairs
Photo ID
Help Desk
IT Staff
ETC 105
Blackboard: All
Support Needs
All Technology
Hardware and
SoftwareTraining
Needs
Blackboard
Administrators
Instructional
Technologist
IT Staff
HF Network Login
Help Desk
Blackboard: All
Support Needs
All Technology
Hardware and
SoftwareTraining
Needs
Blackboard
Administrators
Instructional
Technologist
ETC 105
VIDEOCONFERENCING
The University conducts videoconferencing for online and hybrid Distance Learning
courses as well as for administrative meetings. Support includes the following
videoconferencing environments.
(A) Videoconferencing Systems Owned by the University: This includes systems
located in auditoriums, the Newtown Multimedia Room, and similar facilities.
(B) PC / Mac Based Systems: Skype-type videoconferencing conducted using PC /
Mac computer systems.
WEB ADVISOR
WebAdvisor provides access to the Datatel Colleague System through the internet. The
system identifies your Class Roster, provides entry of course Grades, and other related
tools. You can access your class roster, enter grades, search for classes, view your
class schedule and find information on your advisees.
SUPPORT PROCEDURES
Request Requirements
Technology support requests need to provide the following information:
Students must also provide their Student ID as listed on their University ID Card
The technician will open a call in the HelpDesk database for all problems and
requests from the information provided by the user. Limited troubleshooting will
take place during the initial phone call. Follow ups will be done in Step 3.
3. Assigning calls
All calls logged in the database will be assigned to the appropriate technology
support technician or appropriate support group within the HelpDesk Group.
The technology support technicians will contact the customer or the alternate
contact to follow up on the call. Contact will be made via phone and/or email.
All actions taken to resolve the call will be recorded in the database. After the
call is successfully resolved the call will be closed.