Requests for IT computer and network services support from MEC IT management or staff should be directed to the IT Helpdesk: email@example.com. 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: firstname.lastname@example.org.
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.
The following items are supported within the scope of this SLA:
- Workstation software problem repair
- Apple Macintosh Computers
- Data backup and restoration
- Classroom technology support
- Workstation hardware repair
- Network problem repair
- Telephone service request
- Mainframe connectivity
- Network connectivity (network drives)
- Maintain a Compass server
- Maintain a SkillCheck server
- VOIP Telephone Systems
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:
- Windows 8
- Windows 7
- Windows Vista
- Windows XP (NOTE: Windows XP will be considered end-of-life effective 4-1-14).
College Support Applications, including the following:
- Adobe Acrobat Pro
- Adobe Creative Suite 6
- Adobe Creative Cloud
- Front Page
- Dream Weaver
- Internet Explorer
These 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.
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.
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
A priority scheme will be applied to all calls taken by the Help Desk according to the following criteria:
Affects multiple people (10 or more) significantly
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:
Metrics & Reports
- General Metrics:
- First contact resolution rate shall be 85% or better.
- Customer survey satisfaction rate shall be 85% or better.
- Frequency of Reports
- All metrics shall be reported at least yearly in January
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 email@example.com Issues not resolved by the IT Manager will be escalated in turn to the Director of IT Client Services at 703.764.7773 or firstname.lastname@example.org
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.