1 – General Overview

This is a Service Level Agreement (SLA) between the Educational Opportunity Center (EOC) campus community and the Instructional and Information Technology (IIT) to document:

  • Services for the EOC.
  • The general levels of response, availability, and maintenance.
  • The responsibilities of IIT as a provider of services.
  • The role of EOC as requester of services.
  • The responsibilities of the clients receiving services.
  • Processes for requesting services on EOC equipment.
  • Deviations from the standard processes documented in the IIT Campus SLA.

This Agreement is valid from May 2023. Review is every two years or as otherwise needed.

2 – Service Description

IIT provides a presence for technical support of academic and administrative services as they relate to EOC faculty, staff and students.

2.1 – Service Scope

IIT provides services that include:

  • PC and peripheral diagnostics and repair.
  • Wired and Wireless network support.
  • Printing service support.
  • Diagnosing user account and access rights issues.
  • Module creation and maintenance.
  • Liaison with external vendor support teams.
  • Videoconferencing equipment diagnostics, updates, and support.

2.2 – Assumptions

  • IIT works closely with EOC representative in all aspects of technical support.
  • IIT operates as a Level 2 support agent. Level 1 services are provided by the EOC operations representative to confirm there is need for service, gather relevant information regarding service details for requesting service, and following procedures for requesting and escalating a service request.

3 – Roles and Responsibilities

3.1 IIT Responsibilities

  • Operate a reliable, robust and redundant infrastructure to provide a minimum uptime level of 99%.
  • Meet response times associated with the priority assigned to incidents and service requests.
  • Coordinate with EOC representatives to schedule maintenance.
  • Provide an on-site technician from 8 am until 11 am Monday through Friday.
  • IIT representatives must check in upon arrival to notify operations that they are on-site. They will then be able to move freely within the facility to service tickets.

3.2 EOC Responsibilities

  • Provide Level 1 technical support for faculty, staff and students as they relate to daily operations.
  • Follow processes for requesting and escalating service.
  • Provide faculty and staff training and support.
  • Advocate for staff, faculty, and student users.
  • Adherence to IIT Policies and Procedures that address the handling of restricted and sensitive data on various mediums and over the wired and wireless network.
  • Reasonable availability of customer representative(s) when resolving an incident or service request.
  • An office will be made available for technician(s) to service equipment, meet with EOC staff for laptop exchanges and privacy, and stage equipment for deployment throughout the facility.
  • Contacting the IIT CIO for additions or changes in established service levels.

4 – Requesting Service

See the IIT Campus SLA.

5 – Hours of Coverage, Response Times & Escalation

IIT will provide on site support for the EOC under the following guidelines:

  • The EOC-designated position will report daily from 8 am until 11 am Monday through Friday. Exceptions include but are not limited to
    • Traditional leave usage.
    • Situations where the college is closed, but EOC may be open, including weather or other campus incidents.
  • New hires will shadow a current technician for a minimum two-month period.
  • Technician will stay longer if there are still tickets that can be reasonably completed that day.
  • If new tickets arrive after departure:
    • Emergency tickets will be handled by the next available technician, which may differ from the EOC-designated tech.
    • Non-emergency will be the next day.

6 – Maintenance and Service Changes

See the IIT Campus SLA.

7 – Reviewing and Reporting

7.1 – System Performance and Availability Reporting

IIT will provide data at regular intervals assessing the effectiveness of the SLA.

7.2 – SLA Reviews

The Designated Review Owner is responsible for facilitating regular reviews of this document. Contents of this document may be amended as required, provided mutual agreement is obtained from the primary stakeholders and communicated to all affected parties. The Document Owner will incorporate all subsequent revisions and obtain mutual agreements /approvals as required.

Designated Review Owners:
Kathy Petley, VP of Institutional Effectiveness, and Technology
Bill Jojo, CIO
Denise Fernandez-Pallozzi, Executive Director Capital District Educational Opportunity Center

Previous Review Date: May 2023
Next Review Date: May 2025


Article ID: 145087
Sat 4/1/23 9:59 AM
Wed 5/10/23 8:42 AM