CITS Service Level Agreement

The purpose of this SLA is to ensure that the CITS Team and the University students, faculty, staff and parents have a clear unambiguous expectation of the level of CITS services to be delivered.

Contents 

Scope 
CITS Mission Statement 
CITS Services 
Hours of Operation 
Methods for Requesting Assitance/Service 
Setting Priority Levels for Requests 
Hardware and Software Standards 
Customer Responsibilities 
CITS Responsibilities 
Feedback 
Appendix A: Audio/Video Equipment SLA
Scope 
Setting Priority Levels for Requests 
Customer Responsibilities 
CITS Responsibilities 
 
 

Scope 
Technology support services are provided through Center for Information Technology Services. This unit is committed to delivering quality customer service and technical solutions in support of campus wide technology. To ensure the best possible support, CITS provides ASU students, faculty and staff with this Service Level Agreement outlining the specific services, priorities, and responsibilities related to the support of technology.
This document represents a service agreement between the Center for Information Technology Services (CITS) and all Alcorn State University (ASU) Students, Faculty and Staff who use technology and computing resources managed by CITS.
Note: This service level agreement is subject to modifications in response to changes in technology services and support needs.

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CITS Mission Statement 
To ensure state-of- the art technology that provides reliable, secure, functional and easily accessible information resources and related services that empower our students, faculty and staff by focusing on customer needs and innovation.

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CITS Services 
CITS provides support to all University students, faculty, staff and administrative personnel who require assistance in the following areas, but not limited to:
  • Banner
    • Internet Native Banner
    • Self-Service Banner
      • Self-Service for Faculty
      • Self-Service for Students
      • Self-Service Financial Aid
      • Self-Service for Employees
       
    • Online Registration Process
     
  • Blackboard
    • Blackboard Transaction System
    • Blackboard Learning System
    • Blackboard ConnectEd (Emergency Notification System)
     
  • Track-It
  • Voyager Library System
  • Faculty/Staff Email
  • Student Email
  • Network
  • Telephone
  • Cable TV
  • Ektron Content Management System
  • Desktop /Laptop Support
    • Hardware
    • Software
    • Printers
    • Scanners
    • Fax Machines
    • Copiers
     
  • Academic Technology Services
    • Instructional Technology Support (Blackboard, Elluminate LIVE!, PLATO, Online Class Attendance, Submitting Grades in BANNER)
    • Classroom Technology Enhancement and Support (Tablet PC, Desktop, Projectors, Smartboards)
    • Professional Development Workshops
     
  • Other Services
    • Online Class Roll
    • ASU Cops (Decal System)
    • Reports on Demand
     
  • Future Services
    • Share Point
     
 

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Hours of Operation 

CITS services are available during the following hours of operation:

Monday to Thursday  8:00 a.m to 9:00 p.m
Friday  8:00 a.m to 4:00 p.m

Hours of operation are subject to change. Any modifications to this schedule will be announced through the University Students and Employees email list ahead of time. For issues that arise when the CITS staff is unavailable or if all representatives are busy assisting others, please leave a request for service via voice mail at x6181 or send email to helpdesk@alcorn.edu . Requests will be processed in the order in which they are received.

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Methods for Requesting Assitance/Service 
CITS services can be accessed in the following ways:
  • Phone: Call CITS (x6181)
  • Voice Mail: Leave a message on the Voice Mail (x6181)
  • Track-It: Place a work order through our Track-It system.
  • E-Mail: Send a message with a detailed description of the request for service to:  
* An official record is kept of all requests for assistance and forwarded to the appropriate Application Developer for completion with a copy sent to the requestor.

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Setting Priority Levels for Requests 
CITS will make every effort to resolve issues at the time of the service call. This will be the initial method for resolving issues before assigning a priority level. CITS staff will log and assign priorities for all requests not resolved at the time of the call, based on specific definitions.
Requests will be handled according to the priority assigned to them.
The following table describes the priority levels assigned to requests for hardware/software problem resolution with associated response and completion time commitments:
Priority  Definition  Response Time  Completion Time 
Very High
Level-4
A problem that affects the entire University community. Within 1 hour Within 4 hours
High
Level-3
A problem with no known workaround that affects a single user. Within 4 hours Within 1 working day
Medium
Level-2
A general service request or problem with a workaround solution. Within 8 hours Within 2 working days
Low
Level-1
A service request that does not require immediate attention or involves long range planning. Within 3 working days Within 5 working days
*These priority levels were derived from staffing levels and an average call volume per month.

CITS will provide an estimate of the timing for the provision of assistance and/or services. Requests for Information Systems support will be completed within one week of the request.

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Hardware and Software Standards 
CITS will provide support for standardized, campus-wide hardware and software. The list of approved hardware and software is updated regularly and can be found at the CITS webpage
  • To ensure software license compliance, CITS will not install any software without proof of purchase or a copy of a license agreement.
  • When purchasing computer hardware, please refer to the current hardware standards document and select from the pre-approved list whenever possible.
  • All non-standard hardware and software purchase requests must be accompanied by a letter of justification and must be approved by the CIO.
  • Limited support for non-standard equipment and software is also available, depending on the availability of technical resources.
  • CITS offers consultation and assistance with hardware/software purchases.
 

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Customer Responsibilities 
In order to facilitate the support process, members of the University Community are requested to:
  • Provide detailed information regarding service requests.
  • Make every effort to be available to communicate with a Support Analyst if required.
  • Provide consent for a Support Analyst to access the computer remotely when requested.
  • Leave the computer on for the time period specified when a campus-wide remote update is announced and follow instructions provided.
  • Notify CITS in advance of any pre-determined required assistance.
  • Check the CITS website frequently for information and many links to FAQ’s and self-help assistance.
  • Since CITS will maintain a technology inventory, you may be requested to provide a copy of a license and or proof of purchase for software not covered under campus-wide agreements.
  • Exercise patience by understanding the volume of requests the CITS staff receives each day and the rationale for assessing service priorities.
 

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CITS Responsibilities 
  • Provide support for the following software:
    • Fully supported software (Software acquired and installed by CITS for campus wide distribution) :
      • Microsoft Windows Vista with SP1
      • Microsoft Office 2007 (Word, Publisher, PowerPoint, Excel, Access, Outlook)
      • Microsoft Visual Studio 2008
      • Symantec Antivirus version 10
      • Adobe Acrobat Reader 9
      • Adobe Flash Player 9
      • Adobe Shockwave Player 9
      • Sun Java JRE
      • Banner INB and Self –Service
      • Blackboard Learning System version 8
      • SharePoint Services
       
    • Partially Supported Software (Specialized applications installed by CITS for limited distribution):
      • Adobe Acrobat Professional version 7/8
      • Adobe Creative Suite CS3/CS4 (Acrobat Pro, Illustrator, Dreamweaver, Fireworks, Photoshop, Flash)
      • SPSS, SAS, Maple, Matlab, Small Stata
      • ArcView GIS, Edras
      • TMA
      • PureEdge Viewer for Grants.gov
      • VMWare Player
       
    • Software not supported (not recommended –but not prohibited):
      • Mac OS and any supporting software
      • Any *nix platform
      • Web browsers other than IE7 (Firefox, Opera, Safari, etc.)
      • Email Clients other than Outlook (Netscape, Thunderbird, Outlook Express, etc.)
      • Corel Work Perfect
      • VMware Server
       
    • Unauthorized Software
      • Any improperly licensed software (If your department didn’t buy it, don’t install it)
      • P2P file sharing applications (Ares, Morpheus, Limewire, etc.)
      • Instant Messaging (IM) applications
      • Unlisted Anti-Virus/Anti-Spyware Applications
      • RealPlayer
      • Weather Bug, IE toolbars or any other free web tools
      • Games not installed by Windows
      • Software update tools
      • Download managers
       
     
  • Meet response times associated with the priority assigned to service requests.
  • Periodically, software patches and security updates will be installed remotely through an automated system to all University supported desktop and laptop computers to ensure the integrity of campus computers.
  • Make every effort to resolve issues at the time of the service call by using remote access tools, depending on the availability of resources.
  • Be responsible for maintaining a current technology inventory, including the software loaded, on all University-owned computers.
  • Appropriately, notify customers of all scheduled maintenance via the CITS website or employees and student list serves.
 

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Feedback 
CITS will be proactive in seeking feedback through follow-up calls after a service request has been completed and through periodic online surveys. The University community is encouraged to provide feedback regarding the Help Desk services at any time by sending email to helpdesk@alcorn.edu .
CITS thanks you for the opportunity to be of service.

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Audio/Video Equipment SLA
Scope 
This document represents a service agreement between the Center for Information Technology Services (CITS) and all Alcorn State University (ASU) Students, Faculty and Staff who would like to use the audio/video equipment managed by CITS.
Note: This service level agreement is subject to modifications in response to changes in technology services and support needs.

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Setting Priority Levels for Requests 
CITS will make every effort to resolve issues at the time of the service call. This will be the initial method for resolving issues before assigning a priority level. CITS staff will log and assign priorities for all requests not resolved at the time of the call, based on specific definitions.
Requests will be handled according to the priority assigned to them.
The following table describes the priority levels assigned to requests for audio/video equipment or resolution of problems related to them with associated response and completion time commitments:
Priority  Definition  Response Time  Completion Time 
Normal A request for audio/video equipment that can be foreseen and is not an immediate requirement. As per the request As per the request
Emergency A technical problem that substantially hinders the users’ ability to teach or present using technology. Within 1 hour Within 4 hours
*These priority levels were derived from staffing levels and an average call volume per month.
CITS will provide an estimate of the timing for the provision of assistance and/or services.

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Customer Responsibilities 
  • Submit a Service Order to CITS with an authorized signature with at least 3 weeks’ notice. Provide the name of the person who will be responsible for the coordinating, scheduling and streaming of live/archived events.
  • Customer is responsible for all encoded/archived/streamed content.
  • The department or office acquiring this service must provide support to the users of this service, including, but not limited to the following:
    • Distribution of software specific to audio/video streaming use
    • Distribution of applicable documentation for this service
    • Documentation covering copyright other issues of appropriate content
     
 

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CITS Responsibilities 
  • Provide audio/video equipment support for the following:
    • Classrooms
    • Board Meetings or Conferences
    • On-Campus Football Games/ Homecoming
    • Graduation
    • Videoconferences
    • Special requests depending on the availability of the CITS resources
     
  • Evaluate, engineer, purchase, configure, install, troubleshoot and maintain the audio/video streaming servers/encoders and software as covered by this agreement, or as deemed appropriate by CITS if not covered.
  • Provide maintenance of the hardware (servers, encoders) and software during regular hours of operation. Make available live/archived files for streaming until deemed necessary by the administration.
  • Diagnose all related streaming problems.
 

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