1. Introduction

This Service Level Agreement (SLA) outlines the service expectations between the Whittier College IT Department and its stakeholders (faculty, staff, and students). The purpose of this document is to establish clear guidelines for service delivery, response times, and responsibilities to ensure efficient and reliable support.

2. Scope of Services

The IT Department provides the following services:

  • Network Management: Campus Wi-Fi and wired network, telephone system.
  • Desktop Support: Technical assistance for faculty, staff, and student computers.
  • Website Management: Support for cloud-hosted and on-premises websites.
  • Account Management: Google Workspace for students, Microsoft accounts for employees, and account creation/management.
  • AV Systems: Support for classroom AV systems.
  • Procurement: Purchasing and management of college-owned computer equipment.
  • Laptop Loaning: For staff and faculty.
  • E-waste Management: Disposal of outdated technology.
  • Cybersecurity: Protection and awareness training for the campus.
  • Server & Email Management: Including backups and maintenance.
  • General Technical Support: Troubleshooting for various IT-related issues.

3. Service Hours

The IT Department operates Monday through Friday, 8:00 AM - 5:00 PM. Support outside of these hours is limited to emergency network or security incidents.

4. Service Requests

To request support, users must submit a ticket through the Freshdesk web portal system or via email to [email protected]. Please note, Email/Teams messages directly to IT Staff are not considered part of this agreement. Please use the designated support request method to ensure a timely response. The following information must be included:

  • Name: The individual requesting support.
  • Office Location: To assist with on-site support if needed.
  • Issue Severity: Indicate whether the issue is urgent or non-urgent.
  • Description: A brief summary of the problem included any troubleshooting steps taken.

5. Response and Resolution Times

The IT Department prioritizes requests based on urgency:

Priority

Description

Response Time

Resolution Time

Urgent

Critical impact on college operations, such as network outages or security breaches.

1 business hour

1 business day

Normal (Non-Urgent)

Standard technical issues that do not critically impact operations, such as software installations or minor troubleshooting.

1 business day

3 business days

Note: During high-demand periods (e.g., start of semester), response times may vary..

6. Escalation Process

If a service request is not resolved within the specified timeframe, users may escalate the issue by contacting the Director of IT Support and AV, Jose, directly.

7. Responsibilities

  • IT Department:
    • Provide timely and professional support.
    • Communicate any planned downtime or system maintenance in advance.
    • Ensure network security and provide training to the college community.
  • Users:
    • Submit complete and accurate information in support tickets.
    • Be available to assist IT staff if troubleshooting requires additional information or access.
    • Follow cybersecurity guidelines to protect college resources.

8. Exclusions

The following are not covered by this SLA:

  • Personal devices not owned by the college.
  • Issues caused by third-party software not officially supported by Whittier College.
  • Support outside of the standard operating hours, except for emergency incidents.

9. Review and Updates

This SLA will be reviewed and updated annually to align with evolving business needs and technological advancements.

 

10. Event Support

Due to the absence of a dedicated Events Coordinator at Whittier College, the IT Department assists with AV support for events as follows:

  1. Projector/laptop Loaning:
    • The IT department provides projectors or laptops on a loan basis for events as needed.
    • Users are responsible for submitting requests at least 5 business days in advance to ensure availability.
  2. Training for Media Spaces:
    • For events held in AV-equipped media spaces, the IT team can train individuals on how to operate the existing equipment.
    • Training requests must be made during regular business hours: Monday - Friday, 8 AM - 5 PM.
  3. After-Hours:
    • Events requiring AV support outside of regular hours or for a longer period of time than just that allotted for "setup" cannot be staffed by the IT Department. For these needs, departments must coordinate with external vendors.
  4. Specialized Equipment Needs:
    • We do not provide additional equipment commonly used in events like microphones, speakers, portable projector screens. For these needs, departments must coordinate with external vendors.