Annandale Campus IT Service Level Agreement (This SLA is valid from 1/1/2018 to 1/1/2019)

Contact Methods

Our customers are encouraged to call the college's IT Help Desk, 703 426 ‐4141 and/or e‐mail the IT Help Desk at [email protected] for IT support. Customers may call IT Staff directly on 703.323.3099, including the IT Manager, if they are teaching in classroom or this is an urgent issue that needs to be addressed right away.

All customer calls for support are documented with IT Help Desk Tickets using the college's trouble tracking system, Smarter Track. The Help Desk assigns a ticket number for the customer and refers the ticket to Annandale Campus IT Specialists. The system is monitored by the specialists during hours of operation.

Annandale IT Manager and or IT Staff may directly contact the appropriate ITSS Network Engineers for escalation support.

Hours of Operation

Annandale IT Staff shall be on site and available for hardware, software and network support Monday through Thursday 6:30 AM to 9:00 PM Friday 06:30 AM to0 6:30 PM Saturday 08:00 AM to 04:30 PM

Requests may be submitted by contacting the IT Help Desk at 703.426.4141 or via email at [email protected].

Supported Services

The following items are supported within the scope of this SLA: • Network connectivity • Network problem troubleshooting • Wireless support • Workstation installations and configurations • Workstation hardware repair • Workstation software problem support • Telephone service request • Maintain Support for Classroom equipment • Campus network drives • Printers • Scanners • APC UPS • Apple iPhones, iPads • Apple iMacs, MacBooks

The Annandale IT Staff supports all college approved software: • Microsoft Office 2013, 2016 • Windows 10 • Windows 7 • Adobe CC • Google Chrome • Internet Explorer • Firefox • Adobe Acrobat • Symantec Virus Scan • Blackboard • PeopleSoft  iTunes  Safari  WebEx  VPN

The following items are NOT covered by this SLA: • New software versions not yet adopted at the College. • Software versions more than two revision levels behind the release currently available at the college. • User provided personal software.

Emergency Support

The IT Help Desk has a list of cell phone information for IT Manager and IT Staff in the event of major network failures.

Priorities and Response Times

Priority Levels:

A priority scheme will be applied to all calls taken by the Help Desk according to the following criteria:

Priority Level Definition Response Time 1 Affects multiple people (10 or more) significantly 5 - 10 Minutes 2 Affectssignificantly a small number of people (9 or fewer) significantly 5 - 20 Minutes 3 Affects multiple People, but work can still be performed 5 – 45 Minutes 4 Affects a small number of people, but work can still be 5 – 60 Minutes performed

Call Response Thresholds:

With reference to the priority scheme, the Woodbridge IT Staff will respond according to the stated response times to the best of its ability, and not below the following thresholds:

Priority Level Threshold 1 95% 2 90% 3 75% Metrics & Reports

General Metrics:

• First contact resolution rate shall be 75% or better. • Customer survey satisfaction rate shall be 80% or better.

Frequency of Reports

• All metrics shall be reported at least yearly in January

SLA Review and Compliance Procedures

• The Annandale IT Staff Support Services SLA is valid from 1/1/18 to 1/1/19 and it is subject to review each semester. • The Annandale Campus IT Manager is responsible for issues relating to this SLA and may be contacted at (703) 323-4259 or [email protected]. Issues not resolved by the IT Manager will be escalated in turn to the Director IT Client Services.