Woodbridge Campus IT Support Services SLA

Contact Methods

Requests for IT computer and network services support from Woodbridge IT Management or Staff should be directed to IT Manager: (lfeist@nvcc.edu).

Customers should report problems regarding support 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.

Woodbridge IT Management or IT Staff may directly contact the appropriate ITSS Network Services personnel or may open a help desk activity and refer the activity to the appropriate IT Staff work queue.

Prioritization of campus IT services support requests shall be determined by the IT Manager. Questions or concerns about the prioritization of IT services support should be directed in turn to the Acting Director of Learning Resource Services (lfeist@nvcc.edu).

Hours of Operation

Woodbridge IT Staff personnel shall be on site and available for hardware, software and network support Monday through Thursday 8:00 AM to 8:00 PM and Friday 8:00 AM to 5:00 PM.

Requests may be submitted by contacting the IT Help Desk at 703.426.4141 or via email at ithelpdesk@nvcc.edu.

Supported Services

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

• Workstation installations and configurations
• Workstation software problem repair
• Workstation hardware repair
• Network problem repair
• Telephone service request
• Mainframe connectivity
• Network connectivity 
• Hardware and software support at Quantico, Ft. Belvoir, and Freedom High School
• Maintain a UNIX server
• Maintain file servers
• Maintain application servers
• Classroom instructional hardware
• Campus network drives
• Wireless support
• CLEP testing
• DANTES testing

The Woodbridge IT Staff supports all college approved software:

• Centra
• Microsoft Office
• Windows Vista
• Windows XP
• Blackboard
• Outlook
• Front Page
• Dreamweaver
• Internet Explorer
• Netscape
• Firefox
• Adobe Acrobat
• Symantec Virus Scan

• 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 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 vendor contacts on the campus shall be maintained in order to notify them by phone in the event of a network failure.

A list of Woodbridge IT Staff contact information, including home phone 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 Woodbridge 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

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 in January

SLA Review and Compliance Procedures

The Woodbridge IT Staff Support Services SLA is valid from 1/1/09 to 1/7/10 and it is subject to review each semester. 

The Woodbridge Campus IT Manager is responsible for issues relating to this SLA and may be contacted at (703) 878-5659 or lfeist@nvcc.edu. Issues not resolved by the IT Manager will be escalated in turn to the Director of Learning Resource Services.