(Reviewed: June, 2008)
Requests for new hosting or co-located
services should be directed to the Director Information Technology Support
Services (asinner@nvcc.edu).
Customers should report problems regarding
hosted or co-located services should be directed to the
NVCC IT management or IT staff may directly
contact the appropriate network services personnel or may open a help desk
incident and refer the incident to the appropriate network services work queue
NVCC network services personnel shall be on
site and available for hosting services support Monday through Friday 7:00 AM
to 6:00 PM.
NVCC network services personnel shall be
available via cellular phone 24x7x365.
Requests may be logged by contacting the
A maintenance window will occur
the first and third Friday nights each month beginning at 10:30 PM lasting
until 6:00 AM on Saturday. During this maintenance window any hosted
services may be brought down as needed without prior notification to the
customer
Barracuda
AntiSpam filter
Centra eMeeting
Centra
Symposium
Cisco
Call Manager
Cisco
E-911 Emergency Responder
Cisco
IPCC Express (Interactive Voice Response)
Cisco
Unity voicemail server
CiscoWorks
network management
Diebold
CS Gold (Campus Card)
DNS
and WINS services
IPCelerate IPSession outbound dialing system
IPM-CS Barcode (Inventory System)
Microsoft
Operations Manager
Microsoft
Project server
Microsoft
Terminal server
MS
Active Directory Management
MS
Exchange
MS
Internet Information Server
MS Sharepoint Portal Server
MS
SQL Server
Oracle
Resource25
TACACS/Radius server
WebTMA iPortal (Maintenance Project Management System)
WhatsUP
network monitoring
New requests for co-location of servers in the NVCC
computer room shall be reviewed by the Director of
All requests shall be logged
in the help desk database
All help desk database
entries shall be updated in a timely manner
All upcoming events that has
to potential to affect multiple users shall be logged on the help desk database
whiteboard
An internal policies and
procedures manual shall be maintained and followed
At least three engineers
shall work towards MS MCSE certification
At least three engineers
shall work towards Cisco Certified Network Professional (CCNP) certification
Dual power connections on
each server
Each server power connection
to be connected to a different UPS
Generator power to back up
commercial power services
Dual Network connections on
each server
Redundant switches connected
to VCCS maintained WAN
Where possible, redundant servers shall be used to minimize the down time on critical services
All disk sets shall be set up
in a redundant mode, either RAID 5 or a mirrored configuration
At least one spare of each
piece of network equipment will be kept on hand
All key network components will be kept under manufacturers warrantee
At least one spare server
will be kept on hand for each type of server
A Full backup of all
directories containing data shall be completed every weekend
An incremental backup of all
directories containing data shall be completed every night, other than nights
in which a full backup is performed
The network services manager
shall approve a list of all directories that are not backed up
At least one set of backup
tapes no older than one month shall be maintained in a secure location off site
All data on servers in the
List of all directories on
servers in the central computer room that are not backed up shall be generated
every semester
For problem reports, network
services staff shall abide by the priorities set by the
For new projects, network
services staff shall abide by the priorities set by the network services
manager, who in turn will have priorities set by the Director of IT Support
Services and the V.P of Instructional and Information Technology
Customers shall be notified
within 30 minutes of a network service outage
Critical services will have
an availability of 95% or better over a one-year period January to January
Critical services include
email, web, database, network connectivity, MS Active Directory (Faculty and
Staff network) and classroom related services
Services not listed as
critical shall have an availability of 93% or better over a one-year period
January to January
Latency of the NVCC computer
center network will be 120ms or less
All metrics shall be reported
at least yearly.
The central hosting services
The network services manager is responsible
for issues relating to this
The customer representatives for issues
relating to this portion of the
The
Phone: (703) 426-4141
FAX: (703) 323-3796
Email: it
Web: http://www.nvcc.edu/ithd
The Help Desk is open during the following hours
Monday - Friday: 8:00AM - 9:00PM
Saturday: 8:00AM - 5:00PM
Outside open hours, emergency contact can be
made by calling the
Workstation software problem repair
Workstation hardware repair
Network problem repair
Telephone service request
Mainframe connectivity
The help desk supports all the software
covered by the hosting services
MS Windows:
Windows 2000
Windows Vista
Windows XP
MS
Office:
Access
Excel
PowerPoint
Word
Communications:
Centra eMeeting
Cisco IP Communicator*
Cisco Viewmail client
Dreamweaver
Exchange, Outlook
Front Page
IIS, Internet Explorer
Microsoft or Cisco VPN client*
Netscape
Outlook Express, Other POP3, IMAP clients: settings
only
Remote Desktop*
Sharepoint*
Education
Sector Specific:
Blackboard
Centra Symposium
Compass
PeopleSoft SIS
Skill Check
Utilities:
Adobe Acrobat reader
Network Associates VirusScan
Real Player
Windows Media Player
Specialized:
Aleph
CSGold
EIC Client
eVA
ImageNow*
Magic
Oracle client
PowerPark
Resource 25
VCCS/VITA Mainframe applications
Macintosh
(current version only):
Mac OS
Office
Outlook for Macintosh
* emerging
products with limited support
IT Help Desk – software
not formally supported:
Ad-aware, Spybot, Microsoft
Antispyware
AOL Browser
AOL IM
APC Powerchute
Autocad
Firefox
Java Runtime Client
Macromedia Flash
Project
Publisher
Quick cam
Quicktime
Respondus
Soft Chalk
SQL Server
Trillian
Unix, LINUX, Apache, MySQL
Visio
Windows 95, 98, ME
Winzip
Yahoo IM
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.
All requests shall be logged
in the help desk database
All help desk database entries
shall be updated in a timely manner
All upcoming events that has
to potential to affect multiple users shall be logged on the help desk database
whiteboard
An internal policies and
procedures manual shall be maintained and followed
All full time and part time
help desk personnel shall work towards certification as help desk support
professionals
All help desk staff shall
become proficient in MS Office and Windows desktop operating systems
All help desk personnel shall
work towards MS MCP certification implementing and supporting the latest
operating system used at the college
All help desk personnel shall work towards MS Microsoft Office User Specialist (MOUS) certification at the expert level
The Customer Support Manager
shall work towards Help Desk Manager certification
A list of customer contacts
on the campus shall be maintained in order to notify them by phone in the event
of a network failure
A list of NVCC IT Staff
contact information, including home phone, pager, and cellular phone numbers,
shall be maintained for ease of communication during an emergency
A priority scheme will be applied to all calls taken by the Help Desk according to the following criteria:
Priority Level Definition Maximum time to initial response by support staff
1 Affects Multiple People significantly 5 Minutes
2 Affects a small number of people significantly 10 Minutes
3 Affects Multiple People, but work can still be performed 30 Minutes
4 Affects a small number of people, but work can still be performed 4 hours
With reference to the priority scheme, the Help Desk will respond according to the stated response times to the best of its ability, and not below the following thresholds:
Priority Level Percentage of calls below maximum response time
1 95%
2 90%
3 80%
4 75%
For calls placed by telephone, the following shall apply:
All calls shall be answered within 30 seconds.
Call abandonment rate shall be below 5%.
First contact resolution rate shall be 75% or better.
Customer survey satisfaction
rate shall be 80% or better.
The
The Customer Service Manager is responsible
for issues relating to this
The customer representatives for issues
relating to this portion of the
Requests for network services support from
NVCC IT management or staff should be directed to Director of ITSS (asinner@nvcc.edu ).
Customers should report problems regarding
network services to the
NVCC IT management or IT staff may directly
contact the appropriate network services personnel or may open a help desk
activity and refer the activity to the appropriate network services work queue
Prioritization of network services support
requests shall be determined by the network services manager. Questions
or concerns about the prioritization of network services support should be
directed in turn to the Director of IT Support Services (asinner@nvcc.edu ) and the V.P. of
Instructional and Information Technology (ssachs@nvcc.edu
).
NVCC network services personnel shall be on
site and available for hosting services support Monday through Friday 7:00 AM
to 6:00 PM.
NVCC network services personnel shall be
available via pager and/or cellular phone 24x7x365.
Requests may be logged by contacting the
Cisco
ASA firewalls
Cisco
routers and switches
Cisco
Voice over IP services
Dell
and Compaq server hardware
Ethernet
(10,100, Gigabit) network infrastructure
MS
Active Directory Schema maintenance and account creation and deletion
MS
and Cisco VPN client services
MS
client operating systems Windows Vista and later
MS
servers listed under hosted services supported
Network
Associates Antivirus Software
OpenView/Cisco
CWSI SNMP Network Monitoring
Symantec
Antivirus Software
Veritas
Backup Exec tape backup software
Altiris
Change Management Software
All requests shall be logged
in the help desk database
All Help Desk database
entries shall be updated in a timely manner
All upcoming events that has
to potential to affect multiple users shall be logged on the help desk database
whiteboard
An internal policies and
procedures manual shall be maintained and followed when working with network
services
At least three engineers
shall work towards MS MCSE certification
At least three engineers
shall work towards Cisco Certified Network Professional (CCNP) certification
At least three engineers
shall be certified on the Cisco VoIP phone system
Network services staff shall keep on hand spares for all critical network and server devices. A list of parts to be kept as spares shall be maintained and advertised to the ITIC.
Network services staff shall be available by cell phone to assist campus IT staff during an emergency on a 24x7x365 basis.
All network services shall
use redundant equipment where financially feasible
For problem reports, network
services Staff shall abide by the priorities set by the
For new projects, network
services staff shall abide by the priorities set by the Network Services
Manager, who will in turn will have priorities set by the Director of IT
Support Services and the V.P. of Instructional and Information Technology.
NVCC will strive for 120ms of
latency between network closets on a given campus
Though not guaranteed,
inter-campus latency is expected to be no more than an additional 120ms
Customers will have response
times of 4 seconds or less during working hours 90% of the time accessing
services on the same campus
All metrics shall be reported
at least yearly.
The network services
The Network Services Manager is responsible
for issues relating to this portion of the
The customer representatives for issues
relating to this
Requests for new telecommunications services
support from NVCC IT Management or Staff should be directed to the
Customers should report problems regarding
telecommunications services to the
NVCC IT Management or IT Staff may directly
contact the NVCC Telecommunications Engineer or may open a help desk activity
and refer the activity to the Telecommunications Engineer's help desk queue
The network services manager shall determine
prioritization of telecommunications support requests. Questions or
concerns about the prioritization of network services support should be
directed in turn to the Director of IT Support Services (asinner@nvcc.edu) and the V.P. of
Instructional and Information Technology (ssachs@nvcc.edu).
NVCC Network Services personnel shall be on
site and available for hosting services support Monday through Friday 8:30 AM
to 5:00 PM.
NVCC Network Services personnel shall be
available via cellular phone 24x7x365.
Requests may be logged by contacting the
Cisco
Call Manager Voice over IP Services
Cisco
IPCC Express
Cisco
E-911 Emergency Responder
Unity
Voicemail Systems
Verizon
Centrex emergency phone line Services
All requests shall be logged
in the help desk database
All help desk database
entries shall be updated in a timely manner
All upcoming events that has to potential to affect multiple users shall be logged on the help desk database whiteboard
An internal Policies and Procedures manual shall be maintained and followed when working with telecommunication services
At least three engineers
shall work towards Cisco VoIP phone system certification.
Network services staff shall keep on hand spares for all critical network and server devices. A list of parts to be kept as spares shall be maintained and advertised to the ITIC.
Network services staff shall
be available by cell phone and/or pager to assist campus IT staff during an
emergency on a 24x7x365 basis.
All telecommunication services
shall use redundant equipment where financially feasible
For problem reports, network
services staff shall abide by the priorities set by the
For new projects, network services staff shall abide by the priorities set by the Network Services Manager, who in turn will have priorities set by the Director of IT Support Services and the V.P. of Instructional and Information Technology.
All requests will be processed and delivered to the
contractor for processing within 5 working days
All contractor completion times are estimates and are not guaranteed
New phone services usually take two weeks for telecom contractors to begin work
Traffic studies shall be
performed on voice trunks at least once yearly
Number of telecommunications request per month shall be
tabulated yearly and listed by category of request
All metrics shall be reported at least
yearly.
The telecommunication services
The Network Services Manager is responsible
for issues relating to this
The customer representatives for issues
relating to this portion of the
Requests for IT security services from NVCC
IT management or staff should be directed to NVCC IT Security Officer (asinner@nvcc.edu) .
Customers should report problems regarding IT
security to the
The NVCC IT Security Analyst shall determine
prioritization of IT Security support requests. Questions or concerns
about the prioritization of network services support should be directed in turn
to the Director of IT Support Services (asinner@nvcc.edu)
and the V.P. of Instructional and Information Technology (ssachs@nvcc.edu).
NVCC IT security personnel shall be on site
and available for IT security support Monday through Friday during business
hours.
NVCC IT security personnel shall be available
via pager and/or cellular phone 24x7x365.
Requests may be logged by contacting the
Account
management
Digital
signature certification authority
Event
log monitoring
Firewall
& proxy server management
IT
Disaster recovery plan
IT
Security Plan
Physical
security assessment
Security
incident response
Tape
backup services monitor
Virus
update management
Vulnerability
assessment services
All requests shall be logged
in the Help Desk database
All Help Desk Database
entries shall be updated in a timely manner
All upcoming events that has
to potential to affect multiple users shall be logged on the Help Desk database
whiteboard
An internal Policies and
Procedures manual shall be maintained and followed when working with IT
Security Services
The IT Security Analyst shall
work towards CISSP certification
IT Security Analyst shall
maintain the NVCC IT Disaster Recovery Plan
IT Security shall be full
tested at least once per year
At least one set of computer room backup tapes, no more than one month old, shall be maintained in an off site fire safe
For problem reports, Network
Services Staff shall abide by the Priorities set by the
For new projects, Network Services Staff
shall abide by the Priorities set by the Director of IT Support Services, who
in turn will have priorities set by the V.P. of Instructional and Information
Technology.
Number of security and virus
incidents shall be tabulated by category of incident
Security Test results shall be obtained and reported yearly
All metrics shall be reported
at least yearly
The security services
The NVCC IT security officer is responsible
for issues relating to this portion of the SLA and may be contacted at (703)
323-3278 or mailto:asinner@nvcc.edu. Issues not resolved
by the NVCC IT Security Analyst will be escalated in turn to the Director of IT
Support Services and the V.P. of Instructional and Information Technology.
The customer representatives for issues
relating to this
The IT Management Services SLA if valid from
January to January and it is subject to review each semester.
The Director of IT Support Services is
responsible for issues relating to this
The customer representatives for issues
relating to this portion of the
Requests for IT management services from NVCC
IT Management or Staff should be directed to Director of IT Support Services (asinner@nvcc.edu).
The V.P. of Instructional and Information
Technology shall determine prioritization of IT management services
requests. Questions or concerns about the prioritization of IT
procurement or contract management services support should be directed in turn
to the Director of IT Support Services (asinner@nvcc.edu)
and the Dean of IT (ssachs@nvcc.edu).
NVCC IT management personnel shall be on site
and available for hosting services support Monday through Friday during
business hours
Project
cost estimates using MS Excel spreadsheets
Presentations
using MS PowerPoint
Coordination
of IT staff training
Writing
and review of IT policies and procedures
All project plans shall be tracked using MS Project and signed off by appropriate management before work begins
An internal Policies and Procedures manual shall be maintained and followed when working with Hosted services
IT Management Services
personnel shall work towards proficiency designing systems using all appropriate
Microsoft and Cisco products
IT Management Services
personnel shall work towards MS Certified Systems Engineer (MCSE) certification
IT Management Services
personnel shall work towards Cisco Certified Network Professional (CCNP)
certification
IT Management Services
personnel shall work towards Help Desk Management Certification
Proficiency with MS Project,
MS Excel, and MS PowerPoint
All IT planning should
minimize single points of failure
A minimum of three IT staff
should be trained in each critical skill
For new projects,
A baseline project shall be
maintained and compared to project progression and final outcome of the project
All metrics shall be reported
at least yearly