CICS SLA

Requests for IT computer and network services support from MEC IT management or staff should be directed to the IT Helpdesk: ithelpdesk@nvcc.edu.  All support requests require the creation of a service request through the IT Helpdesk.  Service requests can also be called into the IT Helpdesk at 703-426-4141.
Users should report problems regarding support services to the IT Help Desk. All reported problems will be assigned a help desk activity number and referred to the appropriate support group for issue resolution.
MEC IT management or MEC IT staff may require additional support from other college resources.  In this case, MEC IT staff will utilize the first service request as the primary tracking mechanism for the issue.  Users should not pursue communication regarding any open requests to college support groups other than MEC IT Staff, unless other support groups have requested a response from users.   
Prioritization of campus IT support requests will be determined by the IT Manager. Questions or concerns about the prioritization of IT services support should be directed in turn to the Director of IT Client Services: wledford@nvcc.edu.

Hours of Operation
MEC IT Staff personnel will be on site and available for hardware, software and network support Monday through Thursday 7:30 a.m. to 9:00 p.m. and Friday 7:30 a.m. to 6:00 p.m. When MEC IT staff are on campus for Saturday support, the hours will be from 9:00 a.m. until 1:00 p.m.
Service requests may be logged by contacting the IT Help Desk during its normal business hours at 703.426.4141.

Supported Services
The following items are supported within the scope of this SLA:

The MEC IT Staff support all the software covered by the Supported Services SLA:
MS Office including the following:

MS Windows Operating Systems, including the following:

College Support Applications, including the following:

These items are NOT covered by this SLA:
New software versions not yet adopted at the College.

Education Level of Personnel
All IT Staff shall work towards the A+ Certification or Network + certification or show equivalent work experience.
All IT Staff shall become proficient in MS Office and Windows desktop operating system.
The IT Manager should have a B.S. degree in Information Systems Technology or related field, and shall work towards a M.S. degree in an appropriate field and/or maintain proficiency through coursework and professional development opportunities.

Disaster Planning
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 MEC IT Staff contact information including home phone pager and cellular phone numbers shall be maintained for ease of communication during an emergency.

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
2
3
4

Affects multiple people (10 or more) significantly
Affects a small number of people (9 or fewer) significantly
Affects Multiple People, but work can still be performed
Affects a small number of people, but work can still be performed

5-20 Minutes
30 minutes
45 Minutes
4 hours

Call Response Thresholds:
With reference to the priority scheme, the MEC 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
2
3
4

95%
90%
80%
75%

Metrics & Reports

SLA Review and Compliance Procedures
The MEC IT Manager is responsible for issues relating to this SLA and may be contacted at 703.822.6669 or via email at lfanelli@nvcc.edu Issues not resolved by the IT Manager will be escalated in turn to the Director of IT Client Services at 703.764.7773 or wledford@nvcc.edu
The customer representatives for issues relating to this portion of the MEC SLA are the TLTR committee chairs, Information Technology Committee, LRS Working Group and the IT Implementation Committee.