Client-Services-SLA.pdf

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Client Service OIS Client Service Support technician Level Client Service technician
 
 
 
 
 
OIS Client Services: 
Service Level Agreement  
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
Prepared by: OIS Client Services. 
Presented to:  UNC School of Medicine 
Date: 
July 24, 2007 
 
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Client Services SLA.doc 
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Service Level Agreement  
Purpose  ........................................................................................................ 3 
Scope of Agreement  ..................................................................................... 3 
Services Provided Under This Agreement  .................................................................................................. 3 
Other Services Provided Under This Agreement  ......................................................................................... 4 
Changes to Service Level Agreement  ........................................................... 5 
Amendment to Agreement  ......................................................................................................................... 5 
Renewal of Agreement  .............................................................................................................................. 5 
 
Processes and Procedures Related to This Agreement  ................................ 5 
Ticket Management Process  ....................................................................................................................... 5 
Ticket Acknowledgement  .......................................................................................................................... 5 
 
General Terms and Conditions  ..................................................................... 6 
Term of Agreement  ................................................................................................................................... 6 
Approvals  .................................................................................................................................................. 6 
Key Contacts  ............................................................................................................................................. 6 
Dependence on Other Organizations  .......................................................................................................... 6 
Appendix A  ................................................................................................... 7 
Definitions  ................................................................................................................................................ 7 
Support Request  ..................................................................................................................................... 7 
Work Order  ........................................................................................................................................... 7 
Levels of Support  ................................................................................................................................... 7 
Levels of Service Matrix ......................................................................................................................... 7 
Device Criticality  ................................................................................................................................... 7 
Appendix B  ................................................................................................... 8 
Roles and Responsibilities  ......................................................................................................................... 8 
Appendix C:  .................................................................................................. 9 
Hardware/Software Support List:  ........................................................................................................... 9 
 
 
 
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OIS Client Services:  Service Level Agreement  
Purpose 
The purpose of this Support Service Level Agreement (SLA) is to formalize an expected level of support 
provided by OIS Client Services and UNC School of Medicine to deliver specific support services.  This 
document is intended to provide details of the provision of technical support provided to the UNC School 
of Medicine. This SLA will evolve, with additional knowledge of the client requirements, as well as the 
introduction of other services into the support portfolio provided by OIS Client Services. 
Scope of Agreement 
This agreement applies to support provided by OIS Client Services to UNC School of Medicine faculty 
and staff both past and present, as well as current Medical Students.  .   
 
Services Provided under this Agreement 
The following desktop support services are provided as core services to faculty/staff and students of the 
School of Medicine. 
1. Phone Support: is provided to UNC Faculty/Staff and Students to assist in first level technical 
support for software applications and Desktop/Laptop: 
 Simple Troubleshooting Support: Technicians on the Help Desk handle a large volume 
of calls and we must therefore limit the time spent on the phone with a client.  Phone 
support calls are limited to 15 minutes to assist the client in answering questions or trying 
to resolve problems.  If the client has not received all the information that he/she needs, 
or the issue has not been resolved within the allotted time, then the help desk technician 
will ask for a charge number and offer the opportunity to have a technician call them or 
deploy a technician to the clients desk.  (See Appendix A for the Level of Service Matrix) 
 Specialized phone support:  If the need arises for a faculty or staff member to be 
transferred to another technician either by request or otherwise, charges will begin to be 
incurred when the call has been transferred.  If the technician that the call is being 
transferred to is unavailable, no charges are incurred until the client is contacted again by 
a Client Services Technician.  If a client requests a specific technician it is understood 
that due to vacation schedules, technicians being out sick, as well as other projects that 
he/she may be involved in there may be occasions where a specific technician may be 
unavailable.  If this is the case the technician transferring the call will inform the client that 
the person is unavailable for that period of time. 
 Consultation: UNC Faculty/Staff/Students can contact the Help Desk for consultation on 
hardware and software purchases, questions on specific technical limitations, etc.  
Limited phone support for consultation has the same time restrictions as detailed above 
in the Simple Troubleshooting Support section. 
2. Walk-In Support: 
 Simple Troubleshooting Support: During walk-in hours technicians on the Help Desk 
handle are handling phone calls as well as walk-in clients and we must therefore limit the 
time spent on the phone with a client.  Walk-in support is limited to 15 minutes to assist 
the client in answering questions or trying to resolve problems.  If the client has not 
received all the information that he/she needs, or the issue has not been resolved within 
the allotted time, then the technician will ask for a charge number.  Then the help desk 
technician will ask for a charge number and offer the opportunity to have a technician call 
them or deploy a technician to the clients desk.  (See Appendix A for the Level of Service 
Matrix) 
 
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 Specialized phone support:  If the need arises for a faculty or staff member to be sent  
to another technician either by request or otherwise, charges will begin to be incurred 
when the client begins working with another technician.  If a specific technician or other 
technicians are unavailable, no charges are incurred until the client is contacted again by 
a Client Services Technician.  If a client requests a specific technician it is understood 
that due to vacation schedules, technicians being out sick, as well as other projects that 
he/she may be involved in there may be occasions where a specific technician may be 
unavailable.  If this is the case the Help Desk technician will inform the client that the 
person is unavailable for that period of time. 
 Consultation: UNC Faculty/Staff/Students can contact the Help Desk for consultation on 
hardware and software purchases, questions on specific technical limitations, etc.  
Limited walk-in support for consultation has the same time restrictions as detailed above 
in the Simple Troubleshooting Support section. 
3. Deskside Support: 
 Troubleshooting Support:  If a client services technician is called to a client’s office the 
technician will begin billing when he/she has left their office and continue to bill until 
he/she has returned from the call.  The technician will provide diligent support for all Tier 
1 designated pieces of hardware and software (for more details see Appendix C – 
Supported Hardware/Software List).  If it is determined that replacement parts must be 
ordered, Client Services will order those parts and add that to the invoice for the call, and 
the client will be charged for the subsequent return to the client to install the replacement 
part.  
 Hardware/Software Installation Support:  Client Services Technicians will install 
licensed software only.  This means that Client Services will install any UNC site license 
software (i.e. Windows OS, MS Office, etc.).  If a client needs assistance with installing 
another software package that does not fall under a site license agreement, the client 
must provide the technician with the original CD & license key.  If the application was 
downloaded from a website the client should provide a electronic or hardcopy receipt.  If 
one cannot be provided, client services will not install the software. 
 Equipment Moves:  If a client requires assistance moving equipment within offices or 
between offices, the technician can assist in the breakdown and/or setup of the machine 
in its new location.  The technician has that right to request additional assistance from 
other Client Services Technicians if he/she determines that it is not safe for them to move 
the equipment by themselves.  The rate for equipment moves is the hourly rate charged 
for technical support per technician.    
 
 
Other services provided under this agreement: 
1. On-call support: OIS Client Services provides emergency on-call support.  The On-call 
support is limited to system level outages.  These system level outages include but are not 
limited to Mail Service outages, File Shares being unavailable, and Medical School hosted 
websites being down.  The on-call pager should not be used for individual user support.  
When a client pages the on-call pager the on-call technician will respond within 15 minutes to 
gather information about the problem.  The technician will ask a series of questions to 
determine if it is client level, or server level outage.  If it is determined to be a server level 
outage the call is escalated to the systems group.  If it is determined to be a client level issue, 
the user will be instructed to contact Client Services during the regular business hours. 
2. Desktop Projects: On occasion, and department or group has a very specific need that must 
be addressed.  In these cases project will be created to determine what has to be done to 
meet the client’s needs.  Once all of the requirements have been established a project plan 
 
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will be put into place.  Client Services will work closely with the department to ensure that 
they meet their goals.  All labor performed for the project including all technical and 
administrative tasks will be billed to the client. 
3. Technical Training: Training can be provided to faculty and staff on a variety of technical 
subject areas upon request.  These subjects can be agreed upon between Client Services 
and the department or group. 
Changes to Service Level Agreement 
 
Amendment to Agreement 
OIS Client Services has the right to amend the Terms and Conditions of this agreement.  This would 
require that OIS Client Service provide access to an updated version of the Service Level Agreement. 
Renewal of Agreement 
 
This agreement will be updated annually and changed made accordingly. 
 
Processes and Procedures Related to this Agreement 
 
Ticket Management Process 
Tickets can be received into Client Services in several ways, as listed below: 
 Help Desk Support Call – ticket is generated by CS Technician. 
 Help Desk Walk-In Support - ticket is generated by CS Technician. 
 Email sent to Help@med.unc.edu - ticket is generated by CS Technician 
 Remedy Ticket submission Online - ticket is generated by the client 
 
Ticket Acknowledgement: 
Client Services has set a maximum time for a technician to acknowledge a ticket and subsequently 
contacting the client.  If the ticket is created as a result of a call placed to the OIS Help Desk, or visit to 
the Walk-in area the ticket will be considered acknowledged since a Client Services Technician spoke 
directly with the client.  
Tickets submitted online or via Help@med.unc.edu will be acknowledge and an attempt to contact will be 
made within 1 business day of ticket receipt.  At this point the CS Technician will give an estimated time 
that he/she will be able to come out to look at the problem.  This time is determined by the severity of the 
problem.  This is based upon the Severity Menu field in Remedy.  The three categories are: General, 
Important (Default), and Critical. 
 General:  Refers to a ticket that has very limited impact on the client.  Generally is for inquiries 
about technical information but not related to a current problem or issue 
 
Important: This is the default selection for the severity menu field.  It is used for most problems 
that are currently impacting the client. 
 Critical:  The selection should be used for problems that impact a large number of clients, or for 
an individual client that has been greatly impacted by the problem.  (i.e. Machine won’t 
boot, cannot access the network) 
After evaluating the situation, the Client Services Technician has the right to upgrade or downgrade the 
severity to more accurately reflect the situation. 
 
 
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General Terms and Conditions 
 
Term of Agreement 
This agreement is in effect upon the date of acceptance by OIS management and it has been posted on 
the OIS Website. 
Organizations 
This agreement is between OIS Client Services and any Department/Group in the School of Medicine. 
Key Contacts 
Key contacts are shown in Appendix B of the Statement of Work. 
Dependence on Other Organizations 
OIS Client Services is dependent on other internal groups within the School of Medicine and external 
suppliers in providing support services to UNC School of Medicine. OIS Client Services will manage the 
interface into those suppliers as it relates to the provision of services under this agreement. 
 
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Appendix A 
 
Definitions 
Support Request: For the purposes of this agreement, a Support Request is generally defined as a 
request for support to fix a device that is either not operational or experiencing other issues.  
Work Order: For the purposes of this agreement, a Work Order is generally defined as any request to 
address an issue related to desktop machines, printers, network connectivity.  
Levels of Support: There are two levels of support, all of which are provided under this agreement. 
These levels, which are integrated into the OIS Client Services support process, are defined as follows:  
 
Help Desks 
Hours 
Rate 
Phone Contact 
On Call coverage  
Weekdays 5pm – 8am  
Weekends Anytime 
$0 per hour System Level Only 
1-888-982-0493 
Standard Coverage 
Phone Support Mon-Fri 8am-5pm 
$80 per hour 
919-966-1325 
 
Levels of Service Matrix 
The service levels offered by OIS Client Service to the UNC School of Medicine are described below. 
Exceptions may apply for specific applications and will be documented in an individual application detail 
section within this agreement when necessary. It is the goal of OIS Client Services to meet, and even 
exceed when possible, the levels of services documented in School of Medicine Service Level 
Agreement.  
 
Service 
Level 
Severity Critical  
Severity: Important 
Severity: General 
M-F 
8am – 
5pm 
- Ticket will be acknowledged 
and the client will be contacted 
within 4hrs.   
- A Client Services Technician 
will be onsite within 1 business 
day  
- Ticket will be acknowledged 
within 1 business day.   
- The Client will be contacted with 
2 business days 
- A Client Services Technician 
will be onsite within 3 business 
days 
- Upon receipt of ticket, if the 
ticket cannot be resolved 
immediately, the target 
resolution time is within 2 
weeks 
24/7 
- Client will receive a call back 
from a Client Services 
Technician within 15 minute of 
the receipt of the page 
- Technician will work with the 
client to determine the extent of 
the problem. 
- If it is a system level issue, the 
technician will contact the 
systems group and work with 
them to resolve the issue. 
- Once the issue has been 
resolved the Client Services 
Technician will contact the user 
notifying them that the issue 
has been resolved. 
- No Support Provided 
No Support Provided 
 
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Appendix B 
 
Roles and Responsibilities 
OIS Client Services 
 
OIS Client Services has the following general responsibilities under this agreement: 
 Client Services will conduct business in a courteous and professional manner with UNC School of 
Medicine faculty/staff and students. 
 Client Services will log all information from clients required to establish contact information and to 
document the nature of the problem. 
 Client Services will attempt to resolve problems over the phone on the first call. 
 Client Services will escalate support request to next level of internal support within OIS Client 
Services upon approach of established resolution targets. 
 Client Services will obtain clients approval before ticket closure.  If after three attempts to contact the 
user over a 3 week period client services gets no response, the ticket will be closed 
 
 
 
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Appendix C: 
 
Supported Hardware/Software List: 
 
 Level 1:  Each Client Services Technician has access to these hardware devices and software packages 
from his/her own computer. Therefore, support personnel can respond faster, more efficiently and with a 
higher level of expertise to users who call in with questions about Level 1 software. Products within this 
level receive highest priority. 
Hardware 
o Desktops and Laptops purchased through the CCI contract 
o Apple Macintosh personal computers - G3 or above  
o Replace toner or ink cartridges if needed for networked laser printers 
(supplied by user) 
PC Software 
o Adobe Reader (current version) (free)  
o Ad-aware (LavaSoftware, free)  
o Firefox (free)  
o Symantec Anti-Virus 
o Microsoft Internet Explorer 6.0  
o Microsoft Office 2003  
o Microsoft Outlook 2003 (calendar only) 
o Thunderbird v 1.06 (email only)  
o Microsoft Windows XP  
o Remote Access Server (RAS) network access (free)  
o Cisco VPN  
Mac Software 
o Adobe Acrobat Reader (current version) (free)  
o Filemaker Pro v.4-6 for Mac (Forms Support only)  
o Firefox  
o Entourage  
o Macintosh OS v. 9.x (Power Macs only)  
o Macintosh OS X (Tiger 10.3-4)  
o MacLink Plus v14  
o Microsoft Internet Explorer 5.1x (OS 9), 5.2x (OS X)  
o Microsoft Office 2001 (OS 9), Office X (OS X)  
o Microsoft Outlook 2001  
o Norton AntiVirus v.7 - 9  
o Remote Access network access (free)  
o Safari web browser (current version)  
o VPN clients - Netlock for OS 9; Cisco for OS X 
 
 
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 Level 2 Hardware and Software are nonstandard software (common products), or new products. 
Client Services will do their best to pull the resources together to get level 2 problems solved. 
This may involve calling the vendor or other using internal resources. Level 2 items are second 
priority to Level 1 calls. Because it can involve contacting other resources, the resolution time is 
slower.  
Hardware 
o Handheld devices (OS=Palm, Pocket PC)  
o Non-CCI Desktop and Laptop machines 
o Apple Laserwriter Printers (Ethernet ready, Postscript, and IP capable)  
o HP LaserJet printers (Ethernet ready, Postscript, and IP capable)  
 
PC Software 
o Microsoft Windows 2000 Professional (SP2) 
o Microsoft Windows NT Workstation v.4  
o 
 
Mac Software 
o 
  
 
 
 Level 3 Hardware and Software are special niche packages, older applications, shareware, and 
freeware. These are products that have a limited audience, are old or outdated, and/or are 
freeware or shareware that may not be supported by the developer (therefore, minimal support is 
available through computer support).  
Computer support personnel respond to Level 3 calls as time permits. During troubleshooting, if 
the support person is unable to resolve the problem within a thirty minute period, the end-user 
may be referred to the Technical support number for that product. The user is primarily 
responsible for the support of software that falls within this level. Level 1 and Level 2 calls take 
priority over these calls  
Hardware 
o Apple PowerMacs with PPC 603 processors  
o Non-networked laser printers - install cartridges (supplied by user), install 
drivers, configuration settings.  
o Pentiums (less than 300 MHz)  
PC  
o Adobe Acrobat (full version) v6, 7  
o Access  
o Canvas 6 (run from server only)  
o Microsoft Outlook 98  
o Microsoft Windows 95/98 (lab only)  
Mac  
o Adobe Acrobat (full version) v5, 6  
o Macintosh OS v.7.x-8.x  
o Virtual PC