Service Level Agreements
(SLA's)
|
|
Category |
Call Type |
Description |
Severity |
Target Resolution Rate |
|
Standard |
Emergency |
|
Account |
Change Account |
Account has been set up
incorrectly and change needed |
<24 (1 day) |
<24 (1 day) |
98% |
| Delete Account |
Individual has left the Practice and
their account needs to be terminated |
1 hour |
1 hour |
98% |
| New Account |
New person has joined Practice staff
or facility |
<48 (2 days) |
<24 (1 day) |
98% |
| Password |
User is unable to change password
via the web and it needs to be changed by RCT staff |
<24 (1 day) |
<1 hour |
98% |
| Alias creation |
User would like an additional
email address, i.e., recently married |
<48 (2 days) |
<1 hour |
98% |
|
Audio Visual |
Setup |
Medical Staff
need specific setup for deposition, meeting, etc. |
<48 (2 days) |
<1 hour |
99% |
| Repair |
Equipment is
broken |
<24 (1 day) |
<0.25 |
98% |
| Video Conf |
Need video
conference equipment set up |
<48 (2 days) |
<24 (1 day) |
98% |
| Video Editing |
Need to have
edits made to existing video |
<48 (2 days) |
<4 hours |
98% |
| Video / Recording |
Need video
rcording equipment set up |
<48 (2 days) |
<4 hours |
98% |
|
Hardware |
Build/Rebuild |
Computer needs to be built or
rebuilt |
<96 (4 days) |
<4 hours |
90% |
| Drives |
Drive is bad (or has
dissappeared) and needs to be replaced |
<72 (3 days) |
<4 hours |
90% |
| PC-Linux |
Linux machine needs to be
serviced |
<72 (3 days) |
<4 hours |
90% |
| PC-Mac |
Macintosh machine needs to be
serviced |
<72 (3 days) |
<4 hours |
90% |
| PC-Windows |
Windows machine needs to be
serviced |
<72 (3 days) |
<4 hours |
90% |
| PC-Unix |
Unix machine needs to be serviced
|
<72 (3 days) |
<4 hours |
90% |
| Disposal |
Computer going out of use needs
to be disposed of |
<96 (4 days) |
<96 (4 days) |
98% |
| Install Part |
Part needs to be installed on PC
|
<72 (3 days) |
<24 (1 day) |
90% |
| Keyboard |
Keyboard needs to be replaced or
fixed |
<72 (3 days) |
<4 hours |
90% |
| MAC address |
Need to record machine address
|
<72 (3 days) |
<4 hours |
90% |
| Modem |
Modem needs to be replaced or
serviced |
<72 (3 days) |
<4 hours |
90% |
| Monitor |
Monitor needs to be replaced or
serviced |
<72 (3 days) |
<4 hours |
90% |
| Mouse |
Mouse needs replacement or
serviced |
<72 (3 days) |
<4 hours |
90% |
| PDA |
Install or service PDA |
<72 (3 days) |
<24 (1 day) |
90% |
| Printer |
Printer installed, replaced or
serviced |
<72 (3 days) |
<24 (1 day) |
90% |
| Scanner |
Scanner installed, replaced or
serviced |
<72 (3 days) |
<24 (1 day) |
90% |
| UPS |
Troubleshoot install other device
or serviced |
<72 (3 days) |
<4 hours |
90% |
|
Help Desk |
Call answer time |
Answer incoming calls to the Help Desk |
<30 seconds |
|
98% |
| Call hold time |
Callers holding, waiting for help |
<3 minutes |
|
98% |
| Emails acknoledged normal business hours |
A response back to email requests for help
|
<30 minutes |
|
98% |
| Email acknowledge after hours |
A response back to email requests for help
|
<3 hours the morning of
the next business day
|
|
98% |
| Walk-ins |
Help for people that walk up to the desk
with their computer and a problem |
<10 minutes |
|
98% |
|
Informational |
About Courses |
Need information/referral |
1 |
<1 hour |
98% |
| Admissions |
Need Admissions information/referral |
1 |
1 |
98% |
| Alumni Info |
Need Alumni information/referral |
1 |
1 |
98% |
| Career Services |
Need Career Services information/referral
|
1 |
1 |
98% |
| DSO info |
Need Dean of Students information/referral
|
1 |
1 |
98% |
| Computing Svcs |
Need Computing Services
information/referral |
1 |
1 |
98% |
| Status |
Need information on status of their call to
the Help Desk |
1 |
1 |
98% |
|
Loaner Pool |
Setup Devices |
Setup of PDA, speaker,
microphone, etc. |
<72 (3 days) |
4 hours |
90% |
| Setup-PC |
Setup computer for temporary use.
|
<72 (3 days) |
4 hours |
90% |
| Setup-Printer |
Setup printer for temporary use.
|
<72 (3 days) |
4 hours |
90% |
| Setup-Monitor |
Setup monitor for temporary use.
|
<72 (3 days) |
4 hours |
90% |
|
Network |
Outage |
Network resoursce not available.
|
|
|
98% |
| Portal |
Portal not available |
<48 (2 days) |
1 day |
98% |
| Proxy Server |
How to connect to the Proxy
server |
1 hour |
1 hour |
98% |
| Security |
Help with a compromised resource
|
1 hour |
1 hour |
98% |
| SPAM complaint |
Counceling regarding Spam |
1 hour |
1 hour |
98% |
| E-mail-IMS |
Help with IMS email |
<48 (2 days) |
2 hours |
98% |
| E-mail 4 Life |
|
<48 (2 days) |
2 hours |
98% |
| E-mail -Exchange |
Account request for new employee
or a server issue |
<48 (2 days) |
2 hours |
98% |
| Internet |
Internet issue |
<48 (2 days) |
2 hours |
98% |
| List mail |
Request for a new email address
for a list serve or password change |
<48 (2 days) |
2 hours |
98% |
| Web |
Request for permits, location or
web address to work on the web |
<48 (2 days) |
2 hours |
98% |
| Backups |
Need help with backup |
<24 (1 day) |
4 hours |
98% |
| Connectivity |
Need help with network
connections (cannot connect) |
<48 (2 days) |
4 hours |
98% |
| Jack Activation |
Request for a jack to be
activated in a room or office |
<24 (1 day) |
4 hours |
98% |
| Move files |
Move files to new folders on
local or shared drive |
<24 (1 day) |
4 hours |
98% |
| No Domain |
|
<72 (3 days) |
4 hours |
98% |
| No IP |
|
<48 (2 days) |
4 hours |
98% |
| Print Que |
Request for a network printer to
be set up or the que is hung |
<24 (1 day) |
4 hours |
98% |
| Server |
Server issue |
<72 (3 days) |
4 hours |
98% |
| Shared Drive |
Drive is down, need mapping |
<72 (3 days) |
4 hours |
98% |
| Static IP |
Request assignment of static IP
|
<48 (2 days) |
4 hours |
98% |
| Wireless |
Need wireless setup |
<72 (3 days) |
4 hours |
98% |
| Wireless-Print |
Need wireless print setup |
<72 (3 days) |
<24 (1 day) |
98% |
|
Purchasing |
Consulting |
Need help selecting equipment |
<72 (3 days) |
3 hours |
98% |
| Equip Eval. |
Need help selecting equipment |
<72 (3 days) |
3 hours |
98% |
| Software - Invtry |
Purchase of institutional software |
<24 (1 day) |
4 hours |
90% |
| Software - Vendor |
Contact vendor for support |
<72 (3 days) |
<72 (3 days) |
90% |
| Return |
Need help returning bad equipment
|
<72 (3 days) |
3 hours |
98% |
|
Software |
Apply |
Installation/support on Apply |
<48 (2 days) |
2 hours |
90% |
| DAS |
Installation/support on DAS |
<48 (2 days) |
2 hours |
90% |
| Facebook |
Installation/support on
Facebook |
<48 (2 days) |
2 hours |
90% |
| Inquire |
Installation/support on Inquire
|
<48 (2 days) |
2 hours |
90% |
| Online app |
Software support on Online
application |
<48 (2 days) |
2 hours |
90% |
| ORB |
Installation/support on ORB |
<48 (2 days) |
2 hours |
90% |
| RBS |
Installation/support on RBS |
<48 (2 days) |
2 hours |
90% |
| Install |
Software Installation |
<48 (2 days) |
4 hours |
90% |
| Norton/Virus |
Installation/support
Norton/Virus |
<48 (2 days) |
4 hours |
90% |
| Access |
Installation/support Access |
<48 (2 days) |
<24 (1 day) |
90% |
| AcctMaint |
Installation/support AcctMaint
|
<48 (2 days) |
<24 (1 day) |
90% |
| Alvin |
Installation/support Alvin |
<48 (2 days) |
<24 (1 day) |
90% |
| AT&T Global |
Software support AT&T Global
|
<48 (2 days) |
<24 (1 day) |
90% |
| CRSP |
Installation/support CRSP |
<48 (2 days) |
<24 (1 day) |
90% |
| Eudora |
Installation/support Eudora |
<48 (2 days) |
<24 (1 day) |
90% |
| FSP |
Installation/support FSP |
<48 (2 days) |
<24 (1 day) |
90% |
| LEAD |
Installation/support LEAD |
<48 (2 days) |
<24 (1 day) |
90% |
| Mathematica |
Installation/support Mathematica
|
<48 (2 days) |
<24 (1 day) |
90% |
| Matlab |
Installation/support Matlab |
<48 (2 days) |
<24 (1 day) |
90% |
| Office XP |
Installation/support Office XP
|
<48 (2 days) |
<24 (1 day) |
90% |
| OS-Linux |
Installation/support OS-Linux |
<48 (2 days) |
<24 (1 day) |
90% |
| OS-Upgrade |
Installation/support OS-Upgrade
|
<48 (2 days) |
<24 (1 day) |
90% |
| OS-Win XP |
Installation/support OS-Win XP
|
<48 (2 days) |
<24 (1 day) |
90% |
| Outlook |
Installation/support Outlook |
<48 (2 days) |
<24 (1 day) |
90% |
| PBS |
Installation/support PBS |
<48 (2 days) |
<24 (1 day) |
90% |
| Powerfaids |
Troubleshoot installation of
Powerfaids |
<48 (2 days) |
<24 (1 day) |
90% |
| SAS |
Installation/support SAS |
<48 (2 days) |
<24 (1 day) |
90% |
| SBS |
Installation/support SBS |
<48 (2 days) |
<24 (1 day) |
90% |
| SIS |
Installation/supportSIS |
<48 (2 days) |
<24 (1 day) |
90% |
| SMaint |
Installation/supportSMaint |
<48 (2 days) |
<24 (1 day) |
90% |
| SPlus |
Installation/support SPlus |
<48 (2 days) |
<24 (1 day) |
90% |
| SPSS |
Installation/support SPSS |
<48 (2 days) |
<24 (1 day) |
90% |
| STATA |
Installation/support STATA |
<48 (2 days) |
<24 (1 day) |
90% |
| Third-Party |
Installation/support any
Third-Party |
<48 (2 days) |
<24 (1 day) |
90% |
| Uninstall |
Remove software from machine |
<48 (2 days) |
<24 (1 day) |
90% |
| Vax |
Software support with VAX |
<48 (2 days) |
<24 (1 day) |
90% |
| OpenRoad |
Software support for OpenRoad |
<48 (2 days) |
2 hours |
90% |
|
Service |
Backup Restore |
Need restoration of data |
<24 (1 day) |
4 hours |
95% |
| CNet ID |
Need CNet ID and password |
0.5 |
0.0167 |
95% |
| Polling Place |
Need to have poll setup and
support |
<48 (2 days) |
4 hours |
95% |
| Wireless Setup |
Need wireless set up |
<72 (3 days) |
4 hours |
95% |
|
Training |
Advanced Excel |
Training request for advanced
topics. |
<96 (4 days) |
<24 (1 day) |
90% |
| Crystal Reports |
Training request for Crystal
Reports fundamentals or for using Crystal Reports with our database. |
<96 (4 days) |
<24 (1 day) |
90% |
| Dreamweaver |
Training and setup for using
Dreamweaver to edit pages for the gsb web sites. |
<96 (4 days) |
<24 (1 day) |
90% |
| MS Office |
Training in the use of any of the
Microsoft Office applications (Word, PowerPoint, Excel, Outlook, etc) |
<96 (4 days) |
<24 (1 day) |
90% |
| Photoshop |
Training in the use of Photoshop
to prepare photos for the Face Book |
<96 (4 days) |
<24 (1 day) |
90% |
| PowerPoint |
Training in the use of PowerPoint
fundamentals |
<96 (4 days) |
<24 (1 day) |
90% |
| Word |
Training in the use of Word |
<96 (4 days) |
<24 (1 day) |
90% |
| QuickBooks |
??? |
<96 (4 days) |
<24 (1 day) |
90% |