Service Level Agreement (SLA) #2 Multi-media Classroom and Lab Support

Tags SLA2 ITS

Description of Service 

This Service Level Agreement (SLA) covers the provision of multi-media classroom and lab support for timetabled activity, Monday to Friday. 

Scheduled Maintenance Period 

Maintenance will be scheduled outside of timetabled hours.  

Service Goals 

1) ITS Service Desk to have all classrooms and labs with multi-media units functioning during Monday to Friday timetabled activity. 

2) Response to a service call from the classroom/lab phone in under 5 minutes. 

3) The support window is from 7:30 am until 5:00 pm, Monday to Friday.

4) To mitigate the risk, the Service Desk Manager will identify the specific classrooms where courses are starting at 5:00 pm or later between Monday and Friday and confirm/test that equipment is working in those rooms each day. If there is an issue staff will be directed to stay and fix the issue or communicate with the faculty member so that an alternative classroom can be identified if possible for that particular day before the class start. 

5) Special event coverage during the week and on weekends requires a minimum of 2 business days advanced notice requested using the IT ticket system.

Measurement Method 

1) Issue resolution tracking using the IT Ticket system (TDX)

2) Reporting through the IT Ticket system (TDX)

Reporting

At the end of each semester on service availability and issue resolution (number of requests and time to resolve)  

Other

This SLA will be reviewed prior to the beginning of each semester and modified based on academic timetabling requirements and the ITS resources available to support the timetabled activity. 

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