NVCC IT Support Services SLAs:
(Reviewed: September, 2011)
Central Hosting Services
IT Help Desk Services
Network Services
Telecommunications Services
IT Security Services
IT Management Services
Contact Methods
Requests for new hosting or
co-located services should be directed to the CTO / Director of Enterprise
Support Services (asinner@nvcc.edu).
Customers should report problems
regarding hosted or co-located services should be directed to the IT Help
Desk. All reported problems shall be assigned a help desk incident number
and shall be referred to the appropriate personnel to fix the problem.
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
Hours of Operation
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 IT Help Desk 24 hours a day.
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
Supported Services
Cisco, Dell, HP and Apple server hardware
NetApp,
EMC and Equoligics SANS
Microsoft Windows
Apple OS
Linus *
Hosted Services
Cisco IronPort AntiSpam
filter
Centra
eMeeting
Centra
Symposium
Cisco Unified Communications
Manager (Call Manager)
Cisco E-911 Emergency Responder
Cisco IPCC Express (Interactive
Voice Response)
Cisco Unity Express to Unity Connect
CiscoWorks
network management
CBord CS Gold
(Campus Card)
Citrix
DNS and WINS services
Image Now Document Management system
IPCelerate
IPSession outbound dialing system
IPM-CS Barcode (Inventory System)
Microsoft Windows Server 2003 & 2008
Microsoft Operations Manager
Microsoft Project server
Microsoft Terminal server 2003 & 2008
MS Active Directory Management
MS Exchange 2010
MS Internet Information Server
MS SharePoint Portal Server
MS SQL Server 2003 & 2005 & 2008
Oracle
Resource25
TACACS/Radius server
VMWare
WebTMA
iPortal (Maintenance Project Management System)
WhatsUP
network monitoring
Server Co-location
New
requests for co-location of servers in the NVCC computer room shall be reviewed
by the CTO/Director of Enterprise Support
Services,
and VP of I&IT.
Problem and Change Management
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
Education level of personnel
At least three engineers shall work
towards MS MCSE certification
At least three engineers shall work
towards Cisco Certified Network Professional (CCNP) certification
Disaster Planning
Real Time Redundancy to be maintained
Power
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
Network
Dual Network connections on each
server
Redundant switches connected to VCCS
maintained WAN
Server
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
Offline Redundancy to be maintained
Spares
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
Backups
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 ITSS area
of the computer room will be included in these backup requirements.
ITSS is not responsible for backing
up any server outside the NVCC central computer room
List of all directories on servers
in the central computer room that are not backed up shall be generated every
semester
Priorities and Response Times
For problem reports, network
services staff shall abide by the priorities set by the IT Help Desk escalation
scheme
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
Metrics & Reports
Availability
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
Network Response Time:
Latency of the NVCC computer center
network will be 120ms or less
Frequency of Reports
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 ITSS SLA are the TLTR committee chairs,
Information Technology Committee, LRS Working Group, and the IT Implementation
Committee.
Contact Methods
The IT Help Desk can be contacted by
any of the following methods:
Phone: (703) 426-4141
FAX: (703) 323-3796
Email: ithelpdesk@nvcc.edu
Web: http://www.nvcc.edu/ithd
Hours of Operation
The Help Desk is open 24 hours a
day.
Outside open hours, emergency
contact can be made by calling the IT Help Desk.
Supported Services
The following items are supported within the scope of this
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
Vista
Windows XP
Windows 7
MS Office: (2007 & 2010)
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
Please note that the following items are NOT covered by this
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.
Problem and Change Management
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
Education level of personnel
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
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 NVCC 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
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
Call Response Thresholds:
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%
Metrics & Reports
Call Response Metrics:
For calls placed by telephone, the
following shall apply:
All calls shall be answered within
30 seconds.
Call abandonment rate shall be below
5%.
General Metrics:
First contact resolution rate shall
be 75% or better.
Customer survey satisfaction rate
shall be 80% or better.
Frequency of Reports
All metrics shall be reported at least yearly.
The IT Help Desk Services SLA if
valid from January to January and it is subject to review each semester.
The Customer Service Manager is
responsible for issues relating to this
The customer representatives for
issues relating to this portion of the ITSS SLA are the TLTR committee chairs,
Information Technology Committee, LRS Working Group and the IT Implementation
Committee.
Contact Methods
Requests for network services
support from NVCC IT management or staff should be directed to CTO/Director of
Enterprise Support Services (asinner@nvcc.edu
).
Customers should report problems
regarding network services to the IT Help Desk. All reported problems
shall be assigned a help desk activity number and shall be referred to the
appropriate personnel to fix the problem.
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 CTO/Director of Enterprise Support Services (asinner@nvcc.edu ) and the
V.P. of Instructional and Information Technology (ssachs@nvcc.edu ).
Hours of Operation
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 IT Help Desk during its normal business hours
Supported Services
Cisco ASA firewalls
Cisco routers and switches
Cisco Voice over IP services
Cisco, Dell and HP server hardware
NetApp,
EMC and Equoligics SANS
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
Redundant Connection from local cable providers
Problem and Change Management
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
Education level of personnel
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
Disaster Planning
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
Priorities and Response Times
For problem reports, network
services Staff shall abide by the priorities set by the IT Help Desk escalation
scheme
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.
Metrics & Reports
Network Response Time
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
Frequency of Reports
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
Telecommunications
Services
Contact Methods:
Requests for new telecommunications
services support from NVCC IT Management or Staff should be directed to the IT
Help Desk.
Customers should report problems
regarding telecommunications services to the IT Help Desk. All reported
problems shall be assigned a help desk activity number and shall be referred to
the appropriate personnel to fix the problem.
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 CTO/Director of Enterprise Support Services (asinner@nvcc.edu) and the V.P.
of Instructional and Information Technology (ssachs@nvcc.edu).
Hours of Operation:
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 IT Help Desk during its normal business hours
Supported Services
Cisco Unified Communications
Manager (Call Manager)
Cisco E-911 Emergency Responder
Cisco IPCC Express (Interactive
Voice Response)
Cisco Unity
Express to Unity Connect
Verizon Centrex emergency phone line Services
Problem and Change Management
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
Education level of personnel
At least three engineers shall work
towards Cisco VoIP phone system certification.
Disaster Planning
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
Priorities and Response Times
For problem reports, network
services staff shall abide by the priorities set by the IT Help Desk escalation
scheme
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
Metrics & Reports
Work Load
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
Frequency of Reports
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 ITSS SLA are the TLTR committee chairs,
Information Technology Committee, LRS Working Group, and the IT Implementation
Committee.
Contact Methods:
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 IT Help Desk, or alternatively, to the IT security
email accounts abuse@nvcc.edu
or itsecurity@nvcc.edu.
All reported problems shall be assigned a help desk activity number and shall
be tracked in the IT Help Desk database
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).
Hours of Operation:
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 IT Help Desk during its normal business hours
Supported Services
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
Problem and Change Management
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
Education level of personnel
The IT Security Analyst shall work
towards CISSP certification
Disaster Planning
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 offsite fire safe
Priorities and Response Times
For problem reports, Network
Services Staff shall abide by the Priorities set by the IT Help Desk escalation
scheme
For new projects, Network Services
Staff shall abide by the Priorities set by the CTO/Director of Enterprise
Support Services, who in turn will have priorities set by the V.P. of
Instructional and Information Technology.
Metrics & Reports
Security Incidents
Number of security and virus
incidents shall be tabulated by category of incident
Security Test Report
Security Test results shall be
obtained and reported yearly
Frequency of Reports
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 CTO/Director
of Enterprise 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 CTO/Director of Enterprise
Support Services is responsible for issues relating to this SLA and may be
contacted at (703) 323-3278 or asinner@nvcc.edu.
Issues not resolved by the CTO/Director of Enterprise Support Services will be
escalated to the Dean of IT.
The customer representatives for
issues relating to this portion of the ITSS SLA are the TLTR committee chairs,
Information Technology Committee, LRS Working Group, and the IT Implementation
Committee.
Contact Methods:
Requests for IT management services
from NVCC IT Management or Staff should be directed to CTO/Director of
Enterprise 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).
Hours of Operation:
NVCC IT management personnel shall
be on site and available for hosting services support Monday through Friday
during business hours
Supported Services
Project cost estimates using MS Excel spreadsheets
Presentations using MS PowerPoint
Coordination of IT staff training
Writing and review of IT policies and procedures
Problem and Change Management
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
Education level of personnel
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
Disaster Planning
All IT planning should minimize
single points of failure
A minimum of three IT staff should
be trained in each critical skill
Priorities and Response Times
For new projects, ITSS IT management
personnel shall abide by the Priorities set by the V.P. of Instructional and
Information Technology.
Metrics & Reports
Project Plans
A baseline project shall be
maintained and compared to project progression and final outcome of the project
Frequency of Reports
All metrics shall be reported at
least yearly