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Service Level Agreement

Contact Methods

Requests for IT computer and network services support from Woodbridge IT Management or Staff should be sent to IT Manager Rachel Overbey at roverbey@nvcc.edu.

Customers should report problems regarding support services to the IT Help Desk at 703.426.4141. All reported problems are assigned a help desk activity number and are 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 Dean of Learning & Technology Resources Dr. Kathy Bohnstedt at kbohnstedt@nvcc.edu.

Hours of Operation

Woodbridge IT Staff personnel are on site and available for hardware, software and network support Monday - Thursday: 7:30 a.m. - 8:00 p.m. 
Friday: 7:30 a.m. - 5:00 p.m. (except last Friday of every month when IT closes at 3:00 p.m. for professional development)
Saturday: 8:30 a.m. - noon

Requests may be submitted by contacting the IT Help Desk at 703.426.4141 or via email at ithelpdesk@nvcc.edu. For campus emergency technology problems call 703.878.5872.

Supported Services

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

  • 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
  • cellphone connectivity support (network and email)
  • wireless support
  • CLEP testing
  • DANTES testing
  • PEARSON VUE testing

The Woodbridge IT Staff supports all college approved software:

  • Windows 7, Windows 8.1, Windows 10
  • Mac OS X 11, 12 (El Capitan, Sierra)
  • Microsoft Office 2013, 365, 2016
  • Expressions
  • Blackboard
  • Outlook
  • Adobe Creative Suite
  • Internet Explorer
  • Google Chrome
  • Read & Write Gold
  • Jaws
  • Kurzweil
  • Firefox
  • Adobe Acrobat
  • Symantec Virus Scan
  • WebEx
  • Zoomtext
  • Sierra
  • Gmail
  • VoiceOver
The following items are NOT covered by the SLA:
  • New software versions not yet adopted by 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 Associates Degree, A+ Certification, or show equivalent work experience.

All IT Staff shall become proficient in MS Office and Windows Operating System Platforms.

All IT Staff shall become proficient in Mac OS X Operating Systems.

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 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 LevelDefinitionResponse Time
1 affects multiple people (10 or more) significantly 5 - 20 minutes
2 affects a small number of people (9 or fewer) significantly 30 minutes
3 affects multiple People, but work can still be performed 45 minutes
4 affects a small number of people, but work can still be performed 4 hours

All Ticket Issues shall be responded to via email, phone or in person within two business days unless it is deemed an emergency and falls into one of the priority levels above.

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 LevelThreshold
1 95%
2 90%
3 80%
4 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 & Compliance Procedures

The Woodbridge IT Staff Support Services SLA is valid from 11/7/17 to 11/7/18 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 703.878.5892 or roverbey@nvcc.edu. Issues not resolved by the IT Manager will be escalated in turn to the Dean of Learning & Technology Resources.