Service level agreements

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Service level agreements

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Service level agreements

  1. 1. Service Level Agreements (SLAs) • What metrics are you going to record and why • How are you going to capture the information – “We don’t record everything we do – It takes too long to record – I finished it weeks ago just hadn’t updated it” • Agreeing the SLA • Continuous improvement • Reporting
  2. 2. Service Levels and Metrics Measured Monthly and reported to Exec • Call resolution 80% within target fix time • Customer Satisfaction 90% meet or exceed expectations (95% internal target) • Availability 99.5% on core systems Campus Services report on first two metrics also
  3. 3. Setting the Priority (examples) Impact Urgency High Mid Low Organisation / Site P1 = 1 hour Telephone system failure Internet link failure EBS database failure Website failure Mains failure in data centre P2 = 1 day AC failure in data centre Print server issue affecting printing Email system failure Wireless unavailable P3 = 1 week EBS issue requiring patch fix Blackboard issue requiring patch fix Voicemail intermittent fault Building / Department / Classroom Single user / Item P2 = 1 day AV suite not working Network switch failure PC failure in office or classroom P3 = 1 week User profile issue causing problems Unable to print Password reset Additional storage requested P3 = 1 week Projector dim in classroom Local printer failed Software deployment to classroom requested P4 = 1 month Additional monitor requested New PC for staff joining the organisation Setup new staff account P4 = 1 month Macs not working on Wireless at SAH New software installation request New AV suite install request P5 = 3 months Cable additional network point Phone or data line installation Setup a new site/tab and content on Blackboard
  4. 4. Other HEI Response vs Fix?
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