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Service Level Agreement
Updated September, 2012

Contact Methods

Our customers are encouraged to call the college's IT Help Desk, 703.426.4141, or e-mail the IT Help Desk account, ithelpdesk@nvcc.edu for IT support. Customers may call IT Staff directly on 703.845.6226, including the IT Manager, if they feel they need to contact campus IT Staff. They are encouraged to call the IT Help Desk first.

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

 Alexandria IT is open Mondays through Thursdays, 8:00 AM to 10:00 PM, Fridays from 8:00 AM to 5:00 PM and Saturdays, 8:00 AM to 12 Noon. Support is provided on site during these hours unless otherwise posted under Special Hours in our website.

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

Hardware:

Server-based applications:

Database Software:

Web-based applications:

Software (includes all appropriate service packs and security update packages):

Microsoft Operating Systems:


MacIntosh:

Microsoft Office Automation Suite of Software: Office 2007 including:

Other software utilities supported:

Network support utilities:

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:

Priority Level
Definition
Response Time
1
Multiple labs/offices & users simultaneously down
0 – 20 minutes
2
Single Server Applications affecting multiple users
up to 1 hour
3
Single user problems
up to 4 hours

Escalation Guidelines

The IT Help Desk escalates help desk tickets to campus IT Staff for those issues that can not be supported over the phone.

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.