Network and Workstation Service Level Agreement

This Service Level Agreement (SLA) covers Network and Workstation Services

Customers

College faculty, staff and students.

Mission

Blue Ridge Community College’s computing and communications environment will support the information technology requirements related to the College’s mission and the attainment of its goals. This will be accomplished thorough the use of a compatible information technology environment that utilizes proven technology and is cost effective.

Services Covered

Institutional Computing Services (ICS) will provide network and operations support, Help Desk support, troubleshooting microcomputer workstations and peripherals to include their installation and repair, vendor management, and modification and maintenance of the network infrastructure.

Service Goals

Manage technology resources to maintain a 98% availability of ICS hardware and software systems during coverage hours. (This 98% availability applies to all components housed within and under the direct control of ICS at Blue Ridge Community College. Outages of VCCS Information Technology Services (ITS) based resources - e.g., PeopleSoft, mainframe (FRS, CIPPS, GARS, FAIS, etc.), E-mail servers- are beyond immediate ICS management control and are not covered in this agreement.)

Contacts

Help Desk - (540) 453-2327
Manager, Help Desk - (540) 453-2255
Director, Institutional Computing Services – (540) 453-2347
E-mail – brhelp@brcc.edu
Hours of Support

Coverage Hours:

Institutional Computing Services offers support during the normal working hours of 7:15 a.m. – 5:00 p.m. Monday through Friday. After hour emergency support is provided by the ITS group in Richmond. If they are unable to assist a BRCC user, they will contact someone from BRCC’s ICS Department. Non-emergency items will be logged and forwarded for ICS to handle on the next business day.

Environments Supported

All microcomputer workstations and peripherals that were purchased with prior approval of ICS. Workstations originally purchased as standalone machines that do not conform to the published workstation standards will remain standalone.

All telecommunications and network equipment supported by ICS.

All software applications, databases and file server components under direct control of ICS.

Method for Requesting Services

In order for ICS to meet the needs of all users, all problem reports, computer related questions, requests for computer services, etc., must be directed to the Help Desk. You may  contact us by calling 453-2327 or using E-mailing us at brhelp@brcc.edu. If possible, the first level Help Desk technician that receives your call will handle your request. If additional information or assistance is needed, an ICS service ticket will be opened and escalated to the appropriate support personnel.

Support Levels

• Level-1 Help Desk Support Technician
• Level-2 Desktop Support Technician or appropriate personnel
• Level-3 Network Support or Applications Support Technician or appropriate personnel
• Level-4 VCCS Utility, Vendor Technician/Engineer or appropriate personnel

Web Support

Computing @ BRCC: http://www.brcc.edu/computing/

E-mail Support

brhelp@brcc.edu  - for problem reporting, inquiries, and requests

Network and Workstation Services

Tier One Services

Services in Tier One would include all workstations, peripherals and software applications that perform mission critical functions and are widely used by the entire campus community. ICS will have multiple personnel thoroughly trained in order to offer the depth of support required even under adverse conditions.

Applications: (listed alphabetically)

• Adobe Acrobat Reader (PDF document reader)
• Blackboard
• Hummingbird HostExplorer (allows mainframe access)
• Microsoft Internet Explorer (Internet browser)
• Microsoft Office 2003 – Word, Excel, FrontPage
• PeopleSoft (Web Client)
• RPM (used by some users for mainframe printing)
• Web Access WebMail (used to access E-mail when off campus)
• Microsoft Windows XP (operating systems)
• Virus Scanning Software

Hardware components operational allowing:

• Local server connectivity (Microsoft )
• Internet connectivity for mission critical applications
• Ability to run Tier One Applications
• Ability to print to a networked printer

Tier One Support:

Level-1 Support Cycle Time

• 75% resolved at initial call
• 75% resolved or assigned < 2 hours

Tier Two Services

Applications and hardware that are necessary for departments to perform specific mission critical duties, but are not widely used by the entire campus. Limited expertise can be provided. Depth of expertise is usually limited to one or possibly two ICS personnel. Assistance in working with user and vendor technical support can be provided as needed.

Applications: (listed alphabetically)

• Adobe Acrobat (PDF document writer)
• Dragon Naturally Speaking (used by Disability Services)
• Ed Connect (used by Financial Aid)
• Electronic Data Exchange (used by Financial Aid)
• FASER (energy software used by B&G)
• JAWS  (used by Disability Services)
• Lab Applications
• Microsoft Office 2003 – Access, PowerPoint, Publisher, Outlook

Hardware components operational allowing:

• Local server connectivity (Microsoft)
• Internet connectivity
• Ability to run Tier Two Applications

Tier Two Support:

Level-2 Support Cycle Time

• 50% resolved within 8 hours of assignment
• 75% evaluated, prioritized, or resolved within 24 hours of assignment

Tier Three Services

Applications and hardware that some departments/personnel use to perform certain duties. Under some conditions, the college may offer and support a similar package in higher tier levels, but a different package is preferred by the user and installed at their own risk. Primary support for these applications/hardware is the responsibility of the person using/owning them. Adhering to manufacturer’s licensing agreement is also the responsibility of the installer. These applications will also have to be re-installed if and when the client’s PC is reimaged by ICS.

Applications: (listed alphabetically)

• AOL, MSN and other Internet access programs
• Cisco VPN Client
• Home installations
• Linux (operating system)
• Outside Groups who reserve BRCC classrooms for software seminars
• Real Player (audio player)

Hardware components considered in Tier Three:

• Campus PCs purchased as standalone PCs – supported by department in which PC resides
• Home PCs – supported by owner of PC
• Hardware components that are not within the supported ICS standard
• Hardware components purchased without ICS approval.

Tier Three Support:

Level-3 Support Cycle Time

• 75% resolved within 7 days of assignment
• 75% resolved within 10 days of assignment
• 75% resolved within 14 days of assignment

Customer Satisfaction

Customers will be surveyed periodically.