The
In order to ensure an acceptable level of customer support, ITS established and follows consistent and efficient processes and procedures that are outlined and defined within these Service Level Guidelines (SLG).
Service Level Guidelines define the processes and procedures that guide and determine support goals and objectives. It is based on customer requirements and support center capability. From a high level it defines, but is not limited to, the products supported, the services offered, the methods customers use to request services, priority levels, and target response and resolution times.
An SLG benefits customers and the support center by outlining guidelines to
The ITS /
More specifically, this SLG outlines customer support to The University of Akron and its customers. It is an outline of support methodologies, processes, and guidelines and is not a contractual agreement in any form. As such, best practices and standards outlined herein reflect ITS’s processes that
The processes described within this SLG are subject to change as ITS-ZSC continues to improve customer support. Customers will have the opportunity to make comments and suggestions through the SLG change review process (refer to Appendix H - SLG Change Review Policies and Procedures section in this document for more information).
ITS-ZSC facilitates and manages support and service to The University of Akron and its customers for ITS products and services using a professional and credible line of communication. ITS-ZSC strives to provide customer satisfaction through knowledgeable, timely, consistent, efficient, and courteous responses to all requests. The focus is on customer support, business/organization, and continuous improvement of key information technology components through consistent, best business practices and plans.
To simplify support for customers, the ITS
or
Through its three-tier support model, ITS
Refer to Appendix A
The support request process involves communication between the customer and ITS. In order to achieve good customer support, ITS and the customer play roles and are responsible for activities and deliverables.
The basic components of the support process are outlined in the following table. These components are explained in detail, in the order presented in the table, in the sections
|
Who’s Responsible? |
What They are Responsible For |
|
Customer |
Determine if the
problem requires ITS support.
This step includes knowing the environment, isolating the
problem, reviewing documentation, and consulting local institution
Subject Matter Expert (SME) and/or help desk.
Refer to
What to Do Before Contacting ITS:
Customer's Checklist |
|
If the issue/problem
cannot be isolated to a local hardware, network, performance, business
process, or software operation issue, the institution should:
Refer to
Contact ITS. |
|
|
ITS-ZSC |
Establishes the
priority of the case.
Refer to
Establishing Priority. |
|
Might engage
external support groups or vendors.
Refer to
Engaging External Support Groups
or Vendors. |
|
|
Response and
resolves support request based upon target response and resolution
times.
Refer to
Target Response and Resolution
Times |
|
|
Communicates the
solution to the customer and solicits customer feedback about the
solution.
Notes:
|
Notes:
·
The
ITS-ZSC is the single point of contact for
secondary support if an customer identifies a local, customer specific, business
interrupting (production down) event or incident that impacts services delivered
by ITS to that customer.
·
When an
issue or problem is isolated to be a local issue or problem that impacts
services delivered by ITS to that customer, a
customer representative should contact the
ITS-ZSC immediately by telephone.
The ITS-ZSC might notify ITS
functional and technical resources.
Depending upon the nature of the interruption or service impacted,
ITS-ZSC might elect to notify external
support groups or vendors.
Notes:
·
The
customer can help ITS-ZSC provide better customer service by providing accurate
and detailed information when submitting a question, problem, or request.
·
Sensitive
information (social security numbers, credit card numbers, student IDs, etc.)
within screen shots, documents, or other communications (e-mail, fax, etc.)
should be removed or made illegible before sending to ITS-ZSC. If sensitive
information must be shared with ITS-ZSC it should be communicated in a way that
does not compromise the security or sensitivity of the information.
|
Issue/Problem |
Method |
|
Note: Support requests submitted through
e-mail or self-service are monitored only during business hours.
For after-hours support, refer to
Procedure for Off-Hours Support
(Emergency and Non-Emergency). |
|
|
Submit new or update
existing production down (emergency) support request (For more
information, refer to
Procedure for Off-Hours Support) |
Telephone
Refer to
Telephone section for more
information |
|
Submit new,
non-production down support request |
Self-service support request form:
http://www.support.uakron.edu
Refer to
Customer Self-Service Request Form for more information |
|
Update an existing
non-production down support request. |
E-mail:
supportdesk@uakron.edu
Refer to
Format for E-mail Requests for
Support |
|
Submit
(non-emergency) after-hour support request |
Refer to
Procedure for Off-Hours Support |
Spring/Fall semester
Summer
Note: Exceptions are inclement weather
days and announced,
ITS provides a support request self-service web interface at
https://www.
Contact the ITS-ZSC to participate. Each user receives a user ID and password.
Through this service, ITS customers can
The telephone numbers are
330-972-7690
330-972-8429
330-9728437
330-972-6333
Emergency
telephone
system for leaving an emergency, production down message. The call
will page
emergency on-call support staff 24 hours a day, 7 days a week.
Prior to contacting the ITS-ZSC, customers should contact and engage local customer Information Technology (IT) or business unit leadership or management resources.
The customer should provide the following institution staff information for the duration of an emergency production down incident:
For information about business procedures ITS-ZSC follows for downgrading an emergency, production down (urgent) support request, refer to Guidelines for Downgrading Emergency, Production Down Support Requests.
As soon as possible, the customer should provide the following applicable troubleshooting aids:
Non-Emergency
A ITS institution representative must schedule a request for non-emergency after-hours support at least two weeks in advance using one of the following methods:
When a customer requests support ITS-ZSC establishes the priority of the case, might engage external support as necessary (refer to Engaging External Support Groups or Vendors), and then resolves the case based on the target response and resolution times for that priority (refer to Target Response and Resolution Times).
Note:
For more information about the ITS-ZSC support process and workflow
managed through ITS-ZSC's case management system, refer to
Appendix G - ITS Support Process and Case
Management System Workflow.
Priority defines the severity of problems and has an impact on the volume level and timeline of ITS resource engagement. Priority is based upon, but is not limited to
While the ITS_ZSC representative is logging the support request, the representative and the customer will assess the customer urgency using the same criteria that define priorities. These individuals will set initial priority for the support request.
Note: Urgent priority support requests
engage ITS support resources 24 hours a day 7 days a week, and take precedence
over high, medium, and low priority support requests.
Priority Definitions
Priorities are defined in the following table:
|
Priority |
Definition |
|
Urgent
emergency/production down |
Emergency/production
down.
Refer to
Appendix D - Business
Interruption (Production Down) by Product/Service for definitions
and guidelines of production down incidences.
Note:
The criteria for production-down status for the products and
services supported by ITS are outlined in Appendix D. Although the
criteria are not all inclusive, they represent the most common
production-down, business interruption scenarios that validate an
emergency situation, urgent priority, and 24 by 7 dedications of ITS
resources.
Urgent priority support requests take
precedence over all other support requests. |
|
High
urgent/production difficult |
Defects or major
problems that might slow down production. However, with technical
intervention or a functional work-around, the customer can complete the
current production cycle or access the ITS hosted service, enterprise
application, or web-based information. Examples include, but are not
limited to
High priority support requests take
precedence over medium and low priority support requests in a specific
area of support. |
|
Medium
standard/production normal |
Problems related to
development, system administration, management issues or web-based
information content updates not defined as urgent or high. This is the
most common priority level and is generally processed using a ‘bank
queue’ process (First In, First Out).
Medium priority support requests take
precedence over low priority support requests in a specific area of
support. |
|
Low
low/production normal |
Problems that are
not production related. General questions on use, informational items,
testing, or minor defects are reported or requested, however production
or implementation can continue.
Low priority support requests are
processed when there are no urgent, high, and medium priority support
requests in a specific area of support. |
ITS enlists the services of third-party vendors whose products and services are an integral part of selected ITS business solutions and hardware. Since support provided by vendors has an impact on response and resolution target times, ITS works closely with vendors to ensure alignment of support services.
The production server (hardware) that hosts institution production instances is maintained under a 24/7 maintenance agreement with third-party vendors with a four hour response time. Servers are configured to minimize hardware failure impact on production services.
In order to ensure that the level of support for these integrated business solutions adheres to the standards set forth and governed within this SLG, ITS develops and maintains Operational Level Guidelines (OLG) with each integrated solution vendor.
The purpose of an OLG is to
The target response, resolution, and update times outlined in the table below depend upon the assigned priority. ITS makes every effort to meet the target times.
Target Response Time
Response time is the period between the customer‘s initial contact of the ITS-ZSC with a support request and the time when the ITS -ZSC, tier 2, or tier 3 representative acknowledges receipt of the request or begins diagnosing or exploring the issue with a customer or an ITS vendor/partner.
Response time refers to the initial response to the request, and to a response to an additional request on an existing support request.
Target Resolution
Time
Resolution time is the time between when ITS acknowledges the support request and the time the customer accepts the solution. In other words, resolution time is the time it takes for a support request to go through a business process workflow.
Support request
target times for response, resolution, and updates:
|
|
Priority1 |
|||
|
Urgent |
High |
Medium |
Low |
|
|
Respond to customer within |
1 hour |
2 hours |
4 hours |
4 days |
|
Resolve within |
12 hours |
2 days |
4 days |
3 weeks |
|
Update support request (minimums)2 |
Twice daily |
Daily |
Twice weekly |
Weekly |
|
Update Customer |
Daily |
Twice weekly |
Weekly |
Monthly |
|
1
Refer to Factors Affecting Target
Times for more information
2
If the support request is resolved at tier 1, or resolved quickly in
tier 2 or 3, the minimum number of updates may not be necessary. |
||||
Typically, ITS follows the guidelines for target response, resolution, updates, and customer communication times during the hours indicated in the table below.
ITS also follows guidelines that can affect target resolution times by
|
Priority |
Time Period |
|
Urgent (business
interruption/production down) |
24 by 7 - standard
ITS business and non-business hours |
|
High, Medium, Low |
Standard ITS
business hours (8:00 a.m. - 5:00
p.m., Monday - Friday) |
While ITS makes every effort in advance to minimize conditions that may have an impact on resolution target times, the following factors may affect target times for high, medium, and low priority support requests:
Note: Target response, resolution, backup
and/or recovery target times could also be impacted by issues that arise in the
event of an act of nature (weather), power outage, or an unexpected occurrence
where demand exceeds service, product, or support supply limits.
If a support request is not resolved within the timeframe specified, or if circumstances have changed requiring a change in priority, the customer should contact the ITS-ZSC with the ticket/case number and the reason for the change in priority for the support request.
Downgrading
Emergency, Production Down Support Requests
ITS follows general guidelines for downgrading emergency, production down support requests:
Corrective Measures
and Escalation Process
ITS defines escalation in terms of priority for urgent support requests. For high, medium, and low priority support requests, ITS defines escalation in terms of support resources required for response and resolution, not priority level.
ITS escalations are described in the following table:
|
Priority |
Definition |
|
Urgent |
As configured within
ITS’ case management system, aging automatically escalates
unassigned/unresolved urgent priority issues to the attention of an ITS
program or technical manager based upon target response and resolution
times. |
|
High, Medium, Low |
Aging does not
automatically escalate high, medium, or low priority items. For example,
medium priority items do not become high priority items if they are not
resolved within the targeted time frame, however, some high priority
items will certainly become urgent priority if not resolved.
ITS bases reassignment of priorities on the re-evaluation of
criticality to the overall organization, application, service, or
product business impact or the individual or collective technical or
application systems involved. |
Outside of the regular support request workflow, ITS communicates with its customers through five contact channels and through other specialized functional, technical, and application-specific mailing lists, for announcements of general interest or emergency situations. The primary channels are
The ITS Announce-L mailing list is for customers staff members who want to receive general ITS service and support announcements by e-mail. Announcements can contain, but are not limited to, the following:
To subscribe to ITS Announce-L, send e-mail as follows:
|
E-mail Field |
Information |
|
To |
|
|
Subject |
Leave blank |
|
Body |
subscribe
itsannounce-l firstname lastname Where firstname is
the subscriber’s first name, and lastname is the subscriber‘s last name. |
|
Additional
Instructions |
·
Before
sending e-mail, ensure e-mail signature is turned off
·
Send
e-mail as a text file without styled text, fonts, colors, etc. |
Your request to subscribe is followed by an e-mail to you requesting confirmation that you wish to join that list, and/or followed by a confirmation that you have been subscribed.
ITS maintains functional and technical program or application-specific mailing lists. Customers who would like to receive ITS program or application-specific information by e-mail should subscribe to one or more of these lists. For further information regarding program, application, or service area specific mailing lists, contact the ITS-ZSC.
No less than one week before an upgrade is to be applied, pre-release notifications are posted through the program or application specific mailing lists. Notifications will contain, but are not limited to, nature of release, date, time, scope, prerequisites, functional or technical impact, modifications, or information regarding future releases.
Customers can subscribe to a mailing list through the
Institutions that want to subscribe internal, institution owned or managed mailing lists, e-mail groups, or aliases to ITS owned mailing lists should contact the ITS-ZSCh.
Mailing lists are used to host discussions and share information through e-mail. ITS provides subscription and notification services for many of these lists. Each customer should have key staff subscribed to ITS mailing lists based upon need and area of responsibility in regards to ITS applications, services, and products.
ITS posts official communications through selected mailing lists to disseminate information about specific production application or technical releases, known issues, training, conferences, defect corrections, patches, etc.
Although ITS staffs regularly monitor mailing lists for informational purposes, these lists are not a substitute for requesting ITS support through the ITS-ZSC using the procedures outlined in this SLG. ITS staff responds to product and service support requests only when issues are logged with the ITS-ZSC and assigned a support request number.
ITS announcements including planned and unplanned service interruptions, other service-related information, and situational updates are posted to:
ITS announcements including planned and unplanned service interruptions, other service-related information, or situational updates are posted through the ITS-ZSC telephone call center (local, or long distance or toll free).
ITS Emergency Communication Service (ECS) provides initial, single notification through a wireless device, such as a cell phone or pager, to key ITS and customer functional and technical staff, and then situational updates through a web site, http://status.uakron.edu. (to be created)
ITS uses this service to announce emergency, unplanned events that result in major or extended loss of access to or service provided by an ITS enterprise application, service, or infrastructure resource. Examples include scheduled maintenance overruns exceeding one hour, or any scheduled maintenance overruns when a ‘Sorry Service’ announcement is unavailable.
The ECS service augments, rather than replaces, existing functional and technical product and service communication channels such as mailing lists. ECS subscription is voluntary but encouraged.
In an emergency, ITS delivers an initial one-time, one-way emergency announcement as a short text message targeted for wireless, mobile communication devices (cell phones, pagers, etc).
Following the one-time announcement, ITS provides subsequent situational status/updates through two self-service options:
ECS is designed for key ITS and customer staff or contacts. While a broad audience is desired, the service is not intended for all application or service users across each customer. These key staff can then post and share information at their site or provide the URL for status updates to their staff.
Refer to Emergency Communication Service - Guidelines for Use (PDF, 62kb) for more detail including mobile device text message e-mail address formats and prerequisites for enrollment and participation. This document is available on the ITS Customer Services web site: http://www.uakron.edu/customer_services/info/ecs.phtml (to be created)
ITS maintains a regular maintenance schedule and provides
advance notice for additional maintenance.
Customer’s administrators are encouraged to share this schedule with
users so they can plan appropriately for the maintenance period. ITS recommends
that administrators place these events on the institutional calendar and
communicate the information through the announcement tool and other regular
channels of communication. Customers are also encouraged to post links to the
ITS Customer Services web site Service Level Guidelines page on key institution
calendars (http://www.uakron.edu/customer_services/guidelines/).
(to be created)
While every effort is made to optimize the availability of services, ITS schedules regular maintenance, with no pre- or post-notification, for backups and other contingencies. ITS also schedules additional maintenance in advance, with notice. The regular and additional maintenance schedules are outlined in the Regular and Additional Maintenance Schedules table.
A regular maintenance schedule is necessary for any enterprise application and includes tasks such as database snapshots, system backups, application of patches and fixes, upgrades, defect corrections, security releases, and database interventions.
Depending on the activities to be carried out, it may not be necessary for ITS to use all of the scheduled time. However, to better allow customers to schedule their activities around maintenance, ITS reserves the full maintenance period at each occasion. The schedule is outlined in the table below.
The additional maintenance schedule is for emergency maintenance and maintenance on systems and services that do not have a regular maintenance schedule. ITS provides advance notice for additional maintenance, as shown in the Regular and Additional Maintenance Schedules table.
Note: Should regular or additional
maintenance extend beyond an end time posted in this table, or a pre-arranged
and mutually agreeable end time for additional maintenance, ITS will communicate
through the Emergency Communication Service with situational updates posted
through ITS Announce-L mailing list,
http://status.uakron.edu web site, and the ITS-ZSC Call Center Service
Information Message.
Regular and
Additional Maintenance Schedules
|
Products and Services |
Regular Maintenance Schedule
(services unavailable during these times) |
Additional Maintenance Schedule
(services unavailable during these times) |
|
Example service 1 |
1:00 a.m. – 5:00
a.m. daily |
11:00 p.m. – 7:00
a.m. with notice 48, 24, and 8 hours in advance 1 weekend per month
for extended maintenance at a mutually agreeable time |
|
Example service 2 |
11:00 p.m. – 7:00
a.m. daily |
Event driven, with
notice 24 and 8 hours in advance whenever possible and practical, or
otherwise, as needed based upon circumstances. |
|
Example service 3 |
10:00 p.m. – 7:00
a.m. alternating Fridays For more
information: URL |
Event driven, with
notice 24 and 8 hours in advance whenever possible and practical, or
otherwise, as needed based upon circumstances. |
|
Example service 4 |
3:00 a.m. – 6:00
a.m. Monday – Saturday 11:00 p.m. – 7:00
a.m. Sunday |
11:00 p.m. – 7:00
a.m. with notice 24 and 8 hours in advance |
|
Example service 5 |
Not applicable |
Connectivity for
specific customers may be unavailable at times needed to perform
equipment upgrades or swap-out, detect corrections, or correct service
interruptions. For more
information: URL |
|
Example service 6 |
2nd Friday of each
month, 3:00 - 7:00 a.m. Eastern Time (ET) |
Event driven, with
notice 24 and 8 hours in advance whenever possible and practical, or
otherwise, as needed based upon circumstances. |
|
Example service 7 |
2:00 a.m. – 6:00
a.m. Monday – Saturday 11:00 p.m. – 7:00
a.m. Sunday |
11:00 p.m. – 7:00
a.m. with notice 24 and 8 hours in advance |
|
Example service 8 |
Not applicable |
A minimum of 7 days
advance notice will be provided for all scheduled outages and updates |
|
Example service 9 |
Not applicable |
11:00 p.m. – 7:00
a.m. with notice 24 and 8 hours in advance |
ITS follows backup and retention procedures for all supported systems. Production and non-production systems are backed up daily, 365 days a year.
Backup strategy includes an off-site rotation.
ITS follows retention procedures for enterprise production systems and non-production systems.
The enterprise production systems are
The backup and retention schedules for enterprise production systems are outlined in the following table:
|
Backups |
Retention |
|
Daily |
Each kept for 7 days |
|
Weekly |
Each kept for 4
weeks |
|
Monthly |
Each kept for 4
months |
Non-Production
Systems
Non-production systems are backed up daily and retained 3 days. Non-production systems include the development and test systems for ITS enterprise production systems.
Acronyms used throughout the ITS SLG are defined within the following table.
|
Acronym |
Definition |
|
ITS |
Information Services
Technology |
|
ITS-ZSC |
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
Software product and vendor names used throughout the ITS SLG are defined within the following table.
|
Software or Vendor |
Description |
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
E-mail Field |
Information required |
Detail |
|
To |
ITS-ZSCe-mail
address |
supportdesk@uakron.edu |
|
Subject |
Customer Name |
·
·
·
Etc. |
|
ITS customer
environment and specific service or application impacted
Note: Refer to Supported Products and
Scope of Services in the Overview section of this document for a list of
products and services. |
·
Production
– Problems or questions regarding institution production environment
·
Test –
Problems or questions regarding institution test environment |
|
|
Other relevant
summary information |
Not applicable |
|
|
Body |
Customer Name |
|
|
Contact |
·
ITS
contact name (if available or applicable)
·
Customer
representative name and contact information (telephone number and e-mail
address)
·
ITS
ticket/case number (if available or applicable)
·
Service/Product (Refer to Supported Products and Scope of Services)
·
Detailed
description of the problem/question/request/incident |
|
|
Attachments |
Screen Shot |
Provide a screen
shot of the error diagnostic if this is a software problem. |
|
Threaded e-mail |
Do not send multiple
(threaded e-mail) as a separate e-mail - include threaded e-mail
conversations as an e-mail attachment. |
|
Example 1:
New Support Request |
|
|
To |
supportdesk@uakron.edu |
|
Subject |
|
|
Body |
HR We are having a
problem transmitting our ACH file. |
|
Example 2:
Updating Existing Support Request |
|
|
To |
|
|
Subject |
|
|
Body |
Mary Smith with ITS
requested we provide this information to ITS-ZSC: FootPrint ticket
999999 HR Local area network
connection in Payroll Office is not currently in service |
|
Product/Service |
Business Interruption Definitions |
|
Example Service 1 |
·
All
Library Automation access affected
·
All ITS
customer sites affected |
|
Example Service 2 |
·
Cannot
register students
·
Cannot
access SIS application
·
Cannot
award or disburse financial aid (cannot issue checks to students)
·
Cannot
complete end-of-term processes (roll out grades, calculate GPA, or
produce transcripts)
·
Cannot
meet significant deadline, such as reporting to National Student Loan
Clearinghouse, etc.
·
Cannot
process fee assessment
·
Cannot
accept fee payment (eCommerce application not functioning) |
|
Example Service 3 |
·
Cannot
meet significant deadline
·
Cannot
access third party server or service as needed for critical process
·
Cannot
upload data
·
|
|
Example Service 4 |
·
Cannot
access PeopleSoft application (application file server located on
campus, data resident on server hosted by ITS) after verifying there is
no local or wide area network connectivity issue
·
When new
release is issued, problem occurs with PeopleTools (file server, client,
or database)
·
Cannot
execute critical process (e.g., cannot issue checks in Financials) |
|
Example Service 5 |
·
Cannot
issue checks (payroll, etc.)
·
Cannot
execute/complete direct deposit
·
Cannot
access PeopleSoft application (data resident on server hosted by ITS)
after verifying there is no local or wide area network connectivity
issue
·
Cannot
perform critical processes (Priority = High)
o
Month end
o
Quarter
end
o
Year end
o
Significant deadline |
|
Example Service 6 |
·
An
institution using external authentication with LMS and a local
institutional issue associated with external authentication being
compromised or down so that an entire institutional community cannot
access LMS. Institutions currently using external authentication are:
o
1
o
2
o
3
·
Cannot
access LMS
·
Cannot use
system because performance is slow (takes minutes to move from screen to
screen) |
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
This procedure is used, when it is deemed necessary by ITS or the customer, to receive a verbal or written confirmation of a solution to an open support request. The customer is asked to confirm, by telephone or e-mail, that the solution is satisfactory. The procedure is outlined in the following table:
|
If... |
Then... |
|
ITS develops a
solution for a customer’s support request… |
ITS staff
·
Notifies
customer of the solution by telephone or e-mail
·
Requests
that the customer report back to ITS that the solution was, or was not,
successful within 3 business days |
|
The customer reports
back to ITS within 3 business days… |
If the solution is
successful, an ITS representative will resolve the support request.
Or If the solution is
not successful, ITS continues to work toward a solution. |
|
The customer does
not report back to ITS within 3 business days… |
An ITS-ZSC
representative will contact the customer by telephone or e-mail to
continue requesting feedback regarding the solution. |
In the instance of an open support request in which the customer has not provided sufficient information for ITS to proceed, and attempts to contact the customer for more information are unsuccessful, then ITS closes the support request using the procedure described in the following table:
|
If... |
Then... |
|
ITS does not have
sufficient information to proceed with a support request… |
ITS representative
e-mails the customer and requests that the customer provide the
information within 5 business days. |
|
The customer does
not respond within 5 days… |
ITS representative
e-mails a follow-up request that the customer provide the information
within 3 days. |
|
The customer does
not respond within 3 days (total of 8 days)… |
ITS representative
attempts to contact the customer by telephone and request that the
customer provide the information within 2 days. |
|
The customer does
not respond within 2 days (total of 10 days)… |
ITS representative
closes the support request.
Customer must contact the ITS-ZSC and open a new support request for the
same problem or issue. |
To meet customer support expectations outlined within the SLG, ITS follows a three-tier Supportdesk model. The support process, responsibilities, and workflow associated with each tier are described in this section.
The ITS-ZSC is responsible for providing a 24 hour a day, seven days a week single point-of-contact for customer support.
The ITS-ZSC is comprised of the following:
Staff
Responsibilities
ItS-ZSC responsibilities include, but are not limited to, the following tasks:
NOTE: Incidents submitted through support
request self-service are automatically logged within the ITS case management
system and will be monitored and reviewed in real-time (during ITS business
hours of operation) by the ITS-ZSC
Tier 2 and 3 support groups are responsible for support requests that cannot be resolved by the ITS-ZSC.
Tier 2 Functional Support and tier 3 Technical Support are comprised of the following:
Tier 2: Business
Analysts, Subject Matter Experts, and Consultants
Staff
Responsibilities
Tier 3: Developers,
Database Administrators, Technical Analysts, and Workstation Support
Note:
Before the ITS-ZSC transfers a
case to tier 3, tier 2 staff will diagnose the problem, which might require
specific expertise in a given area such as workstation configuration, database
issues, or report maintenance.
Staff
Responsibilities
ITS reserves the right to make changes to the SLG and any supporting operational level guidelines (OLGs). ITS will adjust the SLG and its requirements as support to ITS enterprise business applications and/or technical services or products change.
ITS will conduct internal SLG and OLG focused review meetings at 90 day intervals. ITS will schedule and conduct annual SLG review meetings with customer representation.
ITS will issue a call for agenda items no later than two weeks prior to the annual review meeting. Agenda suggestions must be received at least one week in advance of a meeting. Please send agenda comments and suggestions to slagree@uakron.edu
ITS will provide the agenda in advance to meeting participants. Action minutes will be recorded.
SLG change suggestions will be communicated through each customer's Chief Information Officer (CIO).
The latest version of the SLG is posted and available on
the ITS Customer Services web site:
http://www.uakron.edu/its/hoss/helpdesk/index.php/customer_services/guidelines/