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

 

 

Central Hosting Services SLA

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.

SLA Review and Compliance Procedures

The central hosting services SLA if valid from January 1st  to January 1st of each year and it is subject to review each semester. 

The network services manager 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 network services manager will be escalated in turn to the Director of IT Support Services and the VP of Instructional and Information Technology.

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.

 

IT Help Desk Services SLA

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 SLA:

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 SLA, including the following:  

            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

Crystal Reports

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 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.

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.

 

SLA Review and Compliance  Procedures

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 SLA and may be contacted at (703) 323-3278 or rsmithwatson@nvcc.edu.  Issues not resolved by the Customer Service Manager 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 portion of the ITSS SLA are the TLTR committee chairs, Information Technology Committee, LRS Working Group and the IT Implementation Committee.

 

Network Services SLA

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.

SLA Review and Compliance  Procedures

The network services SLA if valid from January to January and it is subject to review each semester. 

The Network Services Manager is responsible for issues relating to this portion of the SLA and may be contacted at (703) 323-3278 or asinner@nvcc.edu .  Issues not resolved by the Network Services Manager will be escalated in turn to the Director of IT Support Services and the V.P. of Instructional and Information Technology.

The customer representatives for issues relating to this SLA are the TLTR committee chairs, Information Technology Committee, LRS Working Group, and the IT Implementation Committee.

 

Telecommunications Services SLA

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.

SLA Review and Compliance  Procedures:

The telecommunication services SLA if valid from January to January and it is subject to review each semester. 

The Network Services Manager 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 Network Services Manager will be escalated in turn to the Director of IT Support Services and the V.P. of Instructional and Information Technology.

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.

IT Security Services SLA

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

SLA Review and Compliance  Procedures:

The security services SLA if valid from January to January and it is subject to review each semester. 

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 SLA are the TLTR committee chairs, Information Technology Committee, LRS Working Group, and the IT Implementation Committee.

 

IT Management Services SLA

SLA Review and Compliance Procedures:

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