ICT Service Level Agreements

Instructional Facilities Support Contract

Description: ICT PC Support Services (ICT/PCSS) supports technology in computer labs, classrooms, clusters, pods, and conference rooms.  The technology in these locations may include PCs, Macs, Printers, instructor console, projectors, switching stations, and various A/V equipment and software.  One of the primary components of these facilities is that the computers in these locations are set up to use the standard campus configuration that provides any user of the machine a standard software build that is a protected environment suitable to multiple user environments. 

About This Service Level Agreement:
This document is a Service Level Agreement (SLA) between Information and Communication Technologies (ICT) and the users of this service.  The purpose of this document is to outline the expected service needs and the communication processes to be provided to the users of this service. By instituting this Service Level Agreement, the expectations and requirements of both parties shall be clarified.

Services Provided:
Under the terms of this SLA, ICT will provide the following services to the owner of the facility:

·        Initial design services will be provided by ICT/CT** as requested.

·        For computer workstations installed in the specified location, ICT/SCS and ICT/PSA will provide the standard ICT public computer build.  This provides access to a wide variety of common software offerings using a centralized server.  This provides a restricted and resilient multi-user environment.  The login procedure is consistent with all other ICT supported public computing locations (i.e. labs).

·        For printers installed in the specified location, ICT/PCSS and ICT/PSA will provide the standard ICT public printer queue management.  The public workstations located close to the printer will be configured to use the printer as the default.

·        For instructor consoles which may be installed in the specified location, ICT/CT will provide configuration of and training on the use of the facilities as needed.

·        ICT/PCSS will provide a procedure for maintenance work orders to be submitted and tracked.

·        Proctoring services can be arranged for a fee with ICT/PCSS.

·        Appropriate security arrangements for each location will be configured by ICT/CT in consultation with the owner of the facilities.  This might include card key locks, security cameras, cable locks, proctoring, and any other appropriate security measures.

·        For each specific contract under this general SLA, ICT/PCSS will identify the cost and terms of the agreement.  Included would be the physical location(s) under agreement, the specific technology installed, and the responsibility of costs (i.e. items and amount of R&R [Repair and Replacement] costs covered under the base contract). 

** Abbreviations for ICT and other subunits: CT=Classroom Technology (Nolan Gray); SCS=Student Computing Services (formerly University Computer Labs); PCA= PCA Server Administration 

Under the terms of this SLA, the Facility Owner shall be responsible for the following:

·        Pay agreed contract costs on annual or monthly basis as specified in the specific agreement.

·        Notify ICT/PCSS of any problems with the facilities.

·         Operate the facilities in accordance with the operation and security procedures specified. 

Disclaimer: Unless modified or amended, this SLA does not cover any services or troubleshooting not specifically identified in this document. Requested support outside the scope of this SLA must be negotiated in advance. The Centra users may elect to purchase certain services via the standard rate-based arrangements provided by ICT to the university community. Prices and procedures for such services are governed by the ICT standard rate-based service policies, and are not included in this agreement. 

Facility Availability, Troubleshooting, and On-Call Support:

Facility Availability
Facility availability is defined as the hours when the facility covered by this SLA is scheduled to be open. The normal hours of operations will be noted in the specific agreement for each facility.

Troubleshooting, Response Time & Escalation
As soon as ICT becomes aware of a problem with a facility - either through automated monitoring or by user contact - problem resolution procedures will be followed until the service is restored or a suitable alternative has been provided. 

If the problem can not be resolved within the target solution times after work commences, if there is an impediment to resolving the problem outside the control of those working on it, or if there will be a major impact on the university caused by the out of service situation, then the appropriate ICT Director or Assistant Director(s) should be contacted to help resolve the problem.  The CIO should be notified by the Director or Assistant Director(s) if the problem can not be resolved or if there will be a major impact to the university. 

System Upgrades, Maintenance, and Replacement
ICT/PCSS shall provide at least one (1) week notice of any planned outages/changes to the systems or services covered by this SLA unless otherwise negotiated with the owners of the facility. In emergency conditions or in the event of an unplanned outage, ICT shall provide as much notice as possible. 

ICT/PCSS normally schedules the facility (or portions of the facility) out of service during interims and appropriate slow times for upgrades, special cleaning, etc.

Service Assurance and Feedback
Users should bring to the attention of the Liaison any matter that may require resolution. 

In order to tailor the ICT charter to meet the growing and changing needs of its clients, feedback regarding the services provided under this SLA is valuable. The opinions of those whom we support are important, and shall help ICT provide better service and identify the future needs of our clients. Therefore, your assistance with any customer satisfaction surveys that you may be presented with is greatly appreciated.