Service
Level Agreement
Updated 6/9/11
Contact Methods
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 Alexandria Campus IT Specialists. The system is monitored by the specialists during hours of operation.
Alexandria IT Staff will also create Help Desk tickets if customers contact IT Staff directly. Alexandria IT Staff may also contact ITSS Network Engineers for escalated support.
Hours of Operation
http://www.nvcc.edu/alexandria/ltr/its/ithours.htm.
The college's IT Help Desk can be contacted during any Saturday that the college is open, from 8am to 5pm. Call 703.426.4141 or e-mail them at ithelpdesk@nvcc.edu.
Supported Services
User Accounts and Student Lab Accounts
- User Accounts - passwords reset; group membership assigned
- E-Mail Accounts - passwords reset and assignment to distribution lists
- Lab Accounts created - passwords reset and group security policy set and maintained
Hardware:
- Cisco Router
- Cisco Catalyst Series data switches
- Dell PowerEdge Servers
- KVM switches
- Dell and HP Desktop PCs and all internal components
- Dell and HP Laptops
- Apple iPhones, iTouches and iPads
- Apple iMacs
- Printers
- Scanners
- Cisco Voice over IP Phones (VoIP)
- APC UPS
Server-based applications:
- Windows Compass and eCompass
- CornerStone
- Skill Check
- I-Math Plus
- MP2
- CS Print
- I-20
- Symantec Ghost
- PeopleSoft
Database Software:
- SQL Server
- Oracle
- Accu-Trak
Web-based applications:
- Outlook Web Access
- eCompass
- Accuplacer
- Blackboard
- PeopleSoft
Software (includes all appropriate service packs and security update
packages):
Microsoft Operating Systems:
- Windows Server 2003
- Windows 7, VISTA and XP Pro w/SP3
- Windows 2000 Professional
MacIntosh:
- Snow Leopard
- OS X
Microsoft Office Automation Suite of Software: Office 2007 including:
- Word
- Excel
- Outlook
- Access
- PowerPoint
- Project
- Frontpage
- Publisher
- InfoPath
Other software utilities supported:
- CS5
- Symantec Anti-Virus
- Remote Desktop
- Adobe Acrobat
- Adobe PageMaker and Photoshop
Network support utilities:
- All built-in Windows 2003 and 2000 Server utilities
- Create and maintain OUs with Group Policy Security
- Active Director
- Soft Link
- Telnet
- DHCP Administration
- WINS Administration
- DNS Administration
- Exchange Admin
- Terminal Server
- IP Phone Communicator
- My Password
Emergency Support
The IT Help Desk maintains a list of business and personal contact
information for two specialists at the Alexandria Campus in the event
of major network failures. Call 703 426-4141 if you feel that you
are experiencing an IT-related emergency that requires prompt
attention. You can also e-mail ithelpdesk@nvcc.edu.
Priorities and Response Times
During hours of operation the following priority guidelines will be
followed:
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Multiple labs/offices & users simultaneously down |
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Single Server Applications affecting multiple users |
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Single user problems |
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Escalation Guidelines
The IT Help Desk can call the campus IT Manager directly (703-845-6019) and/or via cell phone if it is determined there is an emergency or a customer concern requiring attention.
Campus IT Staff should spend no more than two hours on any given problem. When two business hours are up, the campus IT Manager should be notified. If the campus IT Manager is unable to resolve it within an additional hour, then the IT Manager should contact ITSS Network Engineers for support.
Metrics
The IT Manager will report statistics including number of
resolved help desk tickets and IT-related implementation projects
completed.