Departmental Service Level Agreements
IT Service Level Agreement for Keuka College
This Service Level Agreement (SLA) outlines the IT services provided by the Information Technology Department to the college community, including students, faculty, and staff.
Response Times
|
Priority Level
|
Description
|
Initial Response
|
Resolution Target
|
|
Critical
|
Campus-wide outage
|
30 minutes
|
4 hours
|
|
High
|
Major system outage
|
1 hour
|
8 hours
|
|
Medium
|
Limited impact issue
|
4 hours
|
2 business days
|
|
Low
|
Minor request or improvement
|
2 business days
|
5 business days
|
User Support
- Service Desk: Provides first-level support for all IT-related issues
- Self-Service Portal: Available 24/7 for financial and academic information
- Microsoft Self-Service: Available 24/7 for password resets and common issues
- Knowledge Base: Regularly updated with FAQs and troubleshooting guides
Data Security and Privacy
- Implementation of industry-standard security measures
- Regular security audits and vulnerability assessments
- Compliance with relevant data protection regulations
- External 24/7 detection and security resolution
Performance Monitoring
- Continuous monitoring of network and system performance
- Quarterly review of SLA metrics with departmental leadership
Maintenance Windows
- Colleague scheduled maintenance: Monthly
- Moodle scheduled maintenance: Annual
- Windows and Browser Updates: Automatic at time of release
- Emergency maintenance: As required, with advanced notice when possible
User Responsibilities
- Adhere to college IT policies and guidelines
- Report issues promptly to the Service Desk
- Maintain personal device security (e.g., antivirus software, updates)
SLA Review and Updates
This SLA will be reviewed annually and updated as necessary to reflect changes in technology, services, or college needs. By establishing clear expectations and measurable targets, this SLA aims to ensure high-quality IT services that support the College's educational mission and operational efficiency.