• Document: Information Technology and Services (IT & S)
  • Size: 477.83 KB
  • Uploaded: 2018-12-08 22:58:03
  • Status: Successfully converted


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Information Technology and Services (IT & S) Service Level Agreement (SLA) Table of contents Mission ............................................................................................................................................ 3 Scope ............................................................................................................................................... 3 Help Desk services ...................................................................................................................... 3 Helpdesk Hours of operations / Service Request ................................................................... 3 Priority levels........................................................................................................................... 4 Remote desktop access and management ............................................................................. 4 Hardware and software standards/purchases ....................................................................... 5 Supported hardware and applications ................................................................................... 5 Rights and responsibilities of employee (faculty and staff) ....................................................... 5 Customer responsibilities ....................................................................................................... 5 Access rights ............................................................................................................................ 6 Media Services ............................................................................................................................ 6 Responsibilities ....................................................................................................................... 6 Support.................................................................................................................................... 6 Hours of operation/ Service Request...................................................................................... 7 Response time......................................................................................................................... 7 Technician-on-hand ................................................................................................................ 7 Instructional/event support .................................................................................................... 7 Non-Instructional/academic event support ........................................................................... 8 Event cancellations ................................................................................................................. 8 Video recording ....................................................................................................................... 8 Rates/fees ............................................................................................................................... 8 Page 2 Mission The mission of the Diablo Valley College Information Technology and Services (IT&S) Department is to provide a first point of contact for the college community for problems involving computer hardware, software or media service related issues. We strive to exceed the expectations of our customers by providing consistent support and communication for all Information Technology services in a professional, competent, and timely manner. Scope We are committed to delivering quality customer service and technical solutions in support of campus wide technology. To ensure the fulfillment of our mission, we have created this Service Level Agreement outlining specific services, priorities, and responsibilities related to the support of technology for faculty and staff at DVC. Note: This agreement is subject to modifications in response to changes in technology services and support needs. IT&S will periodically modify and review this document to meet the changing needs of the DVC community. Please address concerns or questions with the Technology Systems Manager. Help Desk services Application Support Network Drive Mapping Computer/E-Waste Disposal End-User/Computer Lab*/Classroom Support Computer/Software Inventory Network Printing /Storage Computer Replacement Technology Consultation/Purchasing *A computer lab is a facility where computer workstations are provided for use by students for classroom or individual work. Additionally, these labs are used by students and faculty for scheduled courses, project work, and open access. The DVC Help Desk

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