Kappa Alpha Theta IT Service Level Agreement (SLA)

Introduction

The purpose of this document is to identify the different users that make up the Kappa Alpha Theta user community and identify and define the needs of the different user types. This document will also offer a high- level description of services that are provided by and outline the responsibilities of the IT staff as well as of the users.This SLA will outline support request prioritization and response timelines and describe support tracking and reporting processes. This SLA does not enumerate every task or duty of the IT staff; it attempts to outline only the responsibilities inherent in the hardware and software support of staff, volunteers and members to insure that they can complete their duties and obligations to the Fraternity.

Kappa Alpha Theta Users

StaffMembers (onsite and remote), ELC’s

Staff comprises generates the largest pool of support requests and is entitled to the full range of support options listed in the fully supported and minimally supported services sections below.

Volunteers/Chapter Officers

Volunteer/officer support is limited to help with the following systems and applications:

  • Officer Portal
  • File- sharing pPortal (SharePoint or equivalent)
  • GIN System
  • BillHighway
  • Kappa Alpha Theta budget app
  • Future Kappa Alpha Theta apps
  • Recruitment Manager (or equivalent)
  • Kappa Alpha Theta vVideo conferencing systems

Officer sSupport does not include data entry into any of these systems.

Kappa Alpha Theta members

IT staff will make every effort to help members gain access to Kappa Alpha Theta resources but will not be responsible for troubleshooting member- owned hardware or software.

Services Description

The following is a high- level description of the services provided by the IT staff:

Fully Supported Services

The IT staff provides full support for Kappa Alpha Theta‐owned computers. “Fully supported” means that IT staff will make every attempt to:

perform any steps they are responsible for[LR-DoC1], with the expectation that they will perform one of the following:

  • Resolve the incident,
  • Complete the service request,
  • Escalatetit to he issue to the appropriate person or vendor for resolution and completion.

Fully supported services include:

Computer Refresh Program

  • New computer setup
  • Technology purchase consultation

Desktop Hardware/Software

  • Supported computer hardware component troubleshooting, repair, and replacement
  • Network and local printer/printer driver installation and setup
  • Secure erasing and wiping hard drives
  • Computer reimaging
  • Browser troubleshooting (supported browsers ‐ only)
  • Kappa Alpha Theta‐owned and licensed software
  • Installation and setup
  • Application execution troubleshooting

IT Managed Enterprise Systems (Patriot, Officer Portal, GIN System, WebDAM, File- sharing portal [(SharePpoint or equivalent]))

  • Account (e.g., username and password) activation, account maintenance, and login troubleshooting
  • Basic navigation assistance
  • Training on Kappa Alpha Theta applications and systems

Network Storage

  • Drive mapping, folder access, and troubleshooting

Network Infrastructure (sServers, eEmail, iInternet cConnectivity, pPhone sSystem, wWireless nNetwork, vVideo cConferencing, bBackup and rReplication, aAnti-virus)

  • Network account (e.g., username and password) maintenance and login troubleshooting
  • Wired/wireless connectivity troubleshooting
  • Internet connectivity troubleshooting
  • Virtual Private Network (VPN) connectivity troubleshooting

Minimally Supported Services

  • The IT staff will provide minimal support for personal phones that are used to access Kappa Alpha Theta resources (email, video conferencing, wireless connectivity). “Minimally supported” means that IT staff will determine the level of support they can provide, which may include one or more of the following:
  • Attempting any necessary steps, without the expectation they can complete the service request
  • Providing the customer with standard instructions, software installers, or other guides as a self‐help solution
  • Redirecting the customer to another resource for assistance with their service request

Minimally supported services include:

  • Network and enterprise systems account activation and maintenance
  • Troubleshooting of

oNetwork and enterprise system related connectivity issues

  • Phone basic setup for access to Theta provided systems/applications.[LR-DoC2]

IT Department Responsibilities

IT staff is a central point of contact when providing assistance for the supported services listed in this document. Responsibilities and requirements of the IT staff include:

  • Interact with the Kappa Alpha Theta community in a respectful and courteous manner,
  • Make a reasonable effort to ensure the customer’s[LR-DoC3]that data is not lost,
  • Work with the customer staffer/officer to accurately and thoroughly document the incident description, comments, and resolution,
  • When possible, resolve the problem or complete the request on first contact,
  • When necessary, escalate, assign, or refer the ticket to the appropriate person,
  • Make every effort to respond to and resolve all assigned tickets, on time in a timely fashion,
  • Communicate revised time estimates for all tickets assigned to the IT staff,
  • Document updates to any tickets assigned to the IT staff,
  • Confirm the resolution and completeness for all tickets assigned to the IT staff prior to closing the ticket.

Kappa Alpha Theta User Responsibilities

IT staff provides technical support for staff, volunteers, members and others who conduct Kappa Alpha Theta- related business. The customer responsibilities and requirements of these “customers”users include:

  • Use Theta- provided support ticketing system for all requests,
  • Follow best practices as defined by IT staff regarding data storage and software use,
  • Back up in-process files prior to relinquishing your a computer for service,
  • Verify the computer is available for troubleshooting prior to contacting the IT staff,
  • Provide a clear description of the problem, including the full text of any error messages,
  • When contacted by the IT staff, respond back within three (3) business hours,
  • Provide updates for any open tickets or unresolved problems,
  • Provide consent for an IT staff technician to access your computer.

Service Request Prioritization and Response Guide

The IT staff will use the following guidelines when prioritizing tickets and strives to begin working on them within the stated response time. The actual response time may vary depending on the volume of reported tickets, the availability of resources, and the thoroughness of the information provided. If a ticket cannot be resolved in the expected timeframe, the customer user will be notified and provided with a revised estimated time of completion. Escalation requests are considered on a case‐by‐case basis.

Priority / Response Time* / Time to Resolution** / Definition
1 / One business hour of the initial contact / As quickly as possible; normally no more than two hours from the initial contact / A mission critical*** system/service is down/unavailable and no work- around is available
2 / One business hour of the initial contact / As quickly as possible; normally no more than one business day from the initial contact / A mission critical system/service is down/unavailable, but a work- around is available or the system is working slowly/partially
3 / Two (2) business hours of the initial contact
One (1) business day of the initial contact / One (1) business day, from the initial contact / A task, service, or individual is impacted and no work- around is available
4 / Two (2) business days hours of the initial contact / Four (4) business days, from the initial contact / A task, service, or individual is impacted and a work- around is available
5 / Two (2) business hours of the initial contact
Five (5) business days of the initial contact / Fourteen Ten (104) business days, from the initial contact / A task, service, or individual is impacted, but there is low/no impact on productivity

*The maximum time interval for IT to deploy resources to resolve an incident, after it has been

reported and confirmed. If an incident remains open beyond the response time, it governs how often IT will contact the customer, informing them of progress beyond the due date.

** How quickly an issue will be resolved, if normal conditions exist.

***Mission critical is defined as any technology tool without which a staff members is unable to fulfill their job responsibilities.

Enhancements/customizationsto Kappa Alpha Theta provided software/applications

IT staff will endeavor to satisfy all requests for improvements to Kappa Alpha Theta provided applications. While IT staff can take care of many minor change requests internally, many most customizations require vendor help and are, therefore, dependent on work volume and schedules that are out of the control of IT staff. In these situations, IT staff will provide a timeframe to the requesting party and attempt to hold the relevant vendor to that timeframe. IT staff will also provide a prioritized list of requested upgrades by vendor either in the support portal or Smartsheet.

[LR-DoC1]Sorry: I’m not sure what this means. Are the steps referenced here the three below? If so, I think you could just write, “Fully supported” means that IT staff will make every attempt to: (and then list the tree steps)

[LR-DoC2]Confused again, I’m afraid. Do these minimally supported services relate to personal phones, too? Or something else?

[LR-DoC3]“Customer” just seems odd in this context.