Version Date: 27 October 2008
A “best practice” for higher education technology support is to have a “Service Level Agreement” (SLA) with the campus community. An SLA describes, in advance, the requests that a user community might make, the priority given to each category of request, and the target time for completion.
An SLA is useful in several ways. It lets users predict how long a request will take. It give staff and Help Desk work-studies guidance on what requests should be “bumped” to the top of the service. It gives Information Services a framework to use when measuring our performance; did we generally complete tasks in the targeted time? It also is a point of dialogue for the user community and service provider... does Information Services prioritize requests the way that you think they should be prioritized? Are there services we arenʼt providing but should?
The Information Services HELP DESK is staffed 8 AM-12 PM and 1-5 PM weekdays when Ferrum College is open. Requests for support may be delivered in person to the Help Desk (basement level of Stanley Library), by email (to help@ferrum.edu), and by telephone (540-365-HELP or 540-365-4357).
This draft has been reviewed by ISAC and the Administrative Council.
-- Information Services Advisory Committee
| Priority | Technology Request | Target Response Time | Target Time for Completion | Comments |
| 1 | Classroom technology is not working for class in progress | 5 Minutes | As soon as possible | |
| 1 | Campus network is inaccessible for entire campus | 5 Minutes | As soon as possible | |
| 1 | Administrative Computing system completely down | 5 Minutes | As soon as possible | |
| 1 | ANGEL is inaccessible on campus | 5 Minutes | As soon as possible | |
| 1 | Email is inaccessible for entire campus | 5 Minutes | As soon as possible | |
| 2 | Classroom or computer lab technology isnʼt working; no class currently in in progress | 30 Minutes | As soon as possible | |
| 2 | Campus network is inaccessible for multiple buildings but not all of campus | 30 Minutes | As soon as possible | |
| 2 | Administrative Computing system running but no one on campus can connect | 30 Minutes | As soon as possible | |
| 3 | Campus network is inaccessible for part or all of single building only. | 2 Hours | 24 Hours | |
| 3 | Administrative Computing system running; some but not all buildings can connect | 2 Hours | 24 Hours | |
| 3 | Faculty/staff collegeowned computer wonʼt turn on or start on campus. | 2 Hours | 24 Hours | |
| 3 | Faculty/staff without wireless and ethernet access in office (please check both before you call). | 2 Hours | 24 Hours | |
| 3 | College-owned copier is not working | 2 Hours | 24 Hours | |
| 4 | Administrative Computing system running; some but not all users can connect | 4 Hours | 48 Hours | |
| 4 | Administrative Computing user workstation is disabled | 4 Hours | 48 Hours | |
| 4 | Administrative Computing user has a record lock | 4 Hours | 48 Hours | |
| 4 | Work-study collegeowned computer will not turn on or start or cannot access internet. | 4 Hours | 48 Hours | |
| 4 | Wireless is not working in part or all of single building. | 4 Hours | 48 Hours | |
| 5 | Single user/account not working on a copier | 8 Hours | 72 Hours | |
| 5 | Faculty/staff request to recover files that were backed up on College backup server. | 8 Hours | 72 Hours | |
| 5 | Faculty/staff with wireless but not ethernet access in office (please check both before you call). | 8 Hours | 72 Hours | |
| 5 | Faculty/staff with ethernet but not wireless access in office (please check both before you call). | 8 Hours | 72 Hours | |
| 5 | Faculty/staff request for support with supported software on College-owned computer. | 8 Hours | 72 Hours | |
| 5 | Off-campus user cannot connect to Administrative Computing system | 8 Hours | 72 Hours | |
| 5 | Faculty/staff/student unable to access campus network via campus dial-up. | 8 Hours | 72 Hours | |
| 5 | Student unable to access cable TV in Residence Hall | 8 Hours | 72 Hours | |
| 6 | Faculty/staff/student request to recover files that were not backed up on College backup server. | 8 Hours | As time permits; outside support billed to user's budget | If a user has not backed up their files, we will probably have to send out for assistance |
| 7 | Faculty/staff request for support with unsupported software on College-owned computer. | 8 Hours | Limited. The Help Desk can help users located websites with possibly useful information. | We do not support software obtained by departments or individuals outside of the ISAC budget process (Skype, P2P filesharing, etc.). |
| 7 | Faculty/staff/student unable to access non- College wireless or broadband off campus. | 8 Hours | Limited. The Help Desk will help users with system settings as time permits. | |
| 7 | Faculty/staff/student requests for assistance with hardware that is not owned by the College. | 8 Hours | Limited. The Help Desk can help users locate technical support, websites with possibly useful information, etc. | We do not support hardware obtained by departments or individuals outside of the ISAC budget process. |