SLA (service level agreement)

#IT Helpdesk/Desktop Support ##Service Level Agreement >The Technology Department maintains an online Helpdesk system that users can access simply by creating a Helpdesk Ticket in Mojo Helpdesk. Please include a short specific description of the problem in the subject line. Messages sent to that address automatically get registered in our system, and within 24 hours the case will be assigned to a staff member, according to priority and time received. You should receive an email notification that a case has been opened. Further information regarding your work order will be communicated via this tool. ##IT Dept/Helpdesk Hours of Operation Office Hours Sept-June: Monday through Friday 7:00 am-3:30 pm July-August Monday through Friday 7:00 am-3:30 pm Off-hours via Mojo Helpdesk: Daily 6:00 am-10:00 pm *Note: Except for emergencies, we may monitor Helpdesk notifications during off-hours but generally do not respond until next business day. ###For Tech emergencies, call: 4949 **Priority Level Definitions** **Emergency** Work Stoppage! Education cannot continue in the classroom due to major technology issues. Immediate service required. **Urgent** Education is impaired (but not stopped) in the classroom by technical problem(s). Problem(s) must be addressed within 1 hour/class period. **Normal** Education is inconvenienced but not significantly impaired. Problems must be addressed by end of next business day **Low Priority** This is an FYI - not necessarily a break/fix. The Tech Department staff monitor all district network systems 24/7/365. We are notified via email immediately of any system failure by our network monitoring system. **How Cases Are Prioritized:** All Helpdesk requests are NOT equal. The department makes every effort to respond to issues and problems in a timely manner, but each case is given priority based on both severity AND systemic impact. **Definitions:** Response Time = Issue acknowledged by communication from IT/Mojo Helpdesk. Excludes: nights, holidays, weekends, school closures/delays. Resolution = Issue is fixed or requested resource provided. **Special Circumstances:** Beginning/end of the school year: The start of the school year is always a very busy time. From late-August through mid-October, response times and resolution of cases may not conform to SLA guidelines. June response times may be similarly affected. **Construction:** Major district-wide initiatives and construction projects can negatively impact workload, causing longer waits for help. **Power Outage:** As we all know, power can be unpredictable, particularly in the winter months. Our network operations center is not on power generator backup, there is short-term power backup in critical areas only. In the event of a power outage we cannot guarantee service. Once power is restored, we cannot guarantee that all systems will immediately return to the previous state.
Published on: 2017-11-08 See other articles in Tech FAQs - self-help.