Imperial Valley College
IT Service Level Agreement
Table of Contents
This document establishes a statement of service expectations between Imperial Community College District (the College) Information Technology (IT) and IT Customers (Customers) with the intent to improve IT Service and the College’s overall performance.
The SLA outlines the services that are provided by IT, as well as the reasonable time and performance measures that Customers should expect concerning the delivery of these services. This SLA is created upon the expectations of Customers and the realistic performance capabilities of IT. Documenting expectations and establishing target levels of service allows IT to prepare for and support the College’s goals.
The SLA stipulates the services provided by IT along with a time frame in which those services may be effectively delivered while fostering cooperation among IT and Customers in delivering and obtaining IT services. Services and performance levels not specifically stated in this document are outside the scope of this SLA. New services may be added to this SLA upon review as stated in Section 12, Service Reviews.
The SLA is made between IT and all Customers. Customers are defined as:
- Students at the Imperial Community College campus
- Students in any distance learning program administered at Imperial Community College
- The community who access and utilize the College’s systems and facilities (i.e., potential students)
- Employees housed at the College campus, or remote office
- Employees working remotely outside a College campus, or office
- Outside contractors working on or outside a College campus, or office
There are approximately 9,000 credit and non-credit students, 500 full and part time faculty and staff, and approximately 50,000 households in our community.
IT provides district-wide information technology services to the IVC campus and remote access Customers.
These services include the installation and support for hardware, software, services and telecommunications.
IT hours of operation are outlined below. Please be aware that these hours may vary by term depending on Campus needs. For the most accurate information on IT Hours of Operation, please visit the IT Technical support page on TeamDynamix.
Tech Support voicemail will be available on all holidays All voicemails will be responded to during the next working day.
On-Call service, for emergency purposes only, is available after normal business hours, weekends and holidays. IT will be available to respond to emergencies only.
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Day
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Support Times
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Monday – Sunday (Including all holidays)
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24/7 access to FAQs, how-to documents, and videos (the knowledge base)
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Day
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Support Times
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Monday – Thursday*
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8:00 AM – 5:00 PM
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Friday
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8:00 AM – 5:00 PM
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Saturday & Sunday
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Closed
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*Hours are 7:00 AM to 6:00 PM, Monday-Thursday during the first two weeks of the Fall and Spring semesters.
** 24/7 support is available through on-line FAQs designed to answer the College’s most commonly asked questions utilizing Team Dynamix and/or the Ocelot chat bot
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Location
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Support Times
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IVC Campus
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Monday – Friday
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8:00 AM – 5:00 PM
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Saturday
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Closed
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Sunday
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Closed
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Day
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Support Times
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Monday – Friday
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8:00 AM – 5:00 PM
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Saturday & Sunday
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Closed
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Day
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Support Times
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Monday – Friday
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8:00 AM – 5:00 PM
5:00 PM – 10:00 PM (On-Call Emergency Response) Contact a Director or CTO
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Saturday
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8:00 AM – 5:00 PM (On-Call Emergency Response) Contact a Director or CTO
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Sunday
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12:00 PM – 5:00 PM (On-Call Emergency Response) Contact a Director or CTO
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IT ensures that systems are in working order and can support the needs of the College. Achieving this goal requires regular maintenance and improvements to the College’s systems. Services may be interrupted with prior notice whenever IT must perform routine maintenance. IT regular maintenance times are:
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Day
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Regular Maintenance Times
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Monday – Friday
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10:00 PM – 6:30 AM
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Weekends
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5:00 PM Saturday – 11:59 PM Sunday
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Public Holidays, Winter, Summer & College closure
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When Required
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Please note that scheduled maintenance times do not include emergency maintenance. Emergency maintenance is crucial and conducted in response to unforeseen issues. When such issues arise, the IT team will promptly execute emergency repairs to address the problem and mitigate any risks.
The IT department will adhere to industry standards and safety protocols during these repairs. Notices of outages will be distributed to the campus with as much advance notice as possible, along with regular progress updates.
District wide enterprise services will be available at a 95% rate. During a one-year period, services provided by IT will be available 95% of the time, where services may be unavailable for 5% of that time. This availability target does not include planned maintenance and instead refers to how much time services were unavailable due to unplanned outages. Please also note that this availability target refers to services owned and operated by IT only. Systems hosted by 3rd parties are dependent on the uptime established by the vendor. We will work towards improving service availability and will review this service rate annually.
Limited services will be provided to Customers in the event of an emergency closure of the College. IT staff will provide remote support and will not be physically present on site.
For short closures of 1-2 days, IT will strive to provide remote access to critical College systems.
For extended closures of greater than 2 days, IT will strive to provide remote access to the following College systems:
- College website presence with details of College closure for information purposes only
- Employee and student email
- Canvas
- Banner
- Phones
The ability for IT to provide services during an emergency closure will depend on the:
- Nature of the closure (i.e. inclement weather, hurricane, pandemic, security threat)
- Availability of power and telecommunications to College facilities
- Availability of services to the College from third party vendors
In the event of emergency closure, IT will communicate what services will remain available.
Customers can request technical support through the following channels:
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Method
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Description
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Telephone
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760-355-6300 (or ext. 6300 if calling on-campus)
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Chat Bot
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24/7 support is available through FAQs and Knowledge base designed to answer the College’s most commonly asked questions.
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IT Website
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Customers may submit a ticket by going to sso.imperial.edu, logging in with your email address and password and then selecting Team Dynamix (submitter should receive an email acknowledging receipt of ticket).
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All requests for service require the creation of a service ticket. The service ticket acts as an order for technical assistance and provides a record of the work performed to fulfill the request.
A service ticket will be generated for all support requests made directly to IT staff. Tickets will then be placed in a queue and responded to once other prioritized work is completed.
The following tables are guidelines for response and resolution targets during regular hours of operation after notification of the issue to IT. IT staff will work to meet these target times 95% of the time, based on an average of 6,000 requests annually. Each request is assigned a priority. The priority will be assigned by IT and requests will be given attention in order of priority, as well as date/time of receipt.
The Target Response Time refers to the estimated amount of time IT has to acknowledge receipt of the initial Customer request. Acknowledgment includes a ticket status update with an estimated response time.. The Target Resolution Time refers to the average estimated amount of time IT will take to resolve the Customer’s issue or provide a workaround. Please note that target times may vary based on the nature of the issue reported and/or available resources.
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Priority Level
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Description
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Examples
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Target Response Time
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Target Resolution Time
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Customer Responsibility
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1
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Outage of College-wide services
Classroom technology issues preventing the class from proceeding (During normal business hours)
Faculty, staff, and students are unable to access critical services (need to define this in the document)
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- College or Campus, Outage
- Major service down (email, network, telecommunications, enterprise systems, and Contact Center)
- High-threat security breach
- Classroom technology issues while class is in progress
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Response within 15 minutes within normal business hours and 1 hour after normal business hours
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Within 48 hours
For classroom technology issues, If an immediate fix is not available to resolve a classroom issue, a temporary workaround will be provided.
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Contact Tech Support to report outage or issue.
For an emergency after normal business hours contact IT Management
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2
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Standard hardware and software issues
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- Office or lab computer not booting
- Printer is not working
- The telephone is not working
- Monitor(s) not working
- Mouse and/or keyboard not working
- Web browser not working
- IVC approved software (NEED LIST TO REFER TO) not working
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Response within 3 business days
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Within 10 business days
If the equipment cannot be repaired on-site, then it will be replaced (excluding printers).
If the replacement is not in stock, a temporary solution will be provided while the replacement is ordered. Please see 8.2.6 for the target response and resolution time.
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Contact Tech Support to report issue.
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3
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Security Incidents / Stolen Equipment
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- Virus on IVC issued computer
- Phishing Email (received or responded to)
- IVC issued laptop stolen
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Response within 4 hours
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Within 5 business day
Stolen laptops will be removed from the domain.
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Contact Tech Support to report virus, phishing email, or the loss of any assigned equipment or data.
Customers are also required to notify campus security and the police for loss or theft of College- issued equipment.
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Priority Level
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Description
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Examples
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Target Response Time
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Target Resolution Time
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Customer Responsibility
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4
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New Hire Accounts, Job Transfer, and Employee Permissions
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- Create new account
(see notes)
- Employee privilege change
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Response within 2 days
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Upon establishing a new hire within Banner a dynamic process will establish the new employee with Active Directory and assign an email.
Resolution within 10 business days.
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HR must establish a new hire within Banner.
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5
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Software Installation
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- Requests for approved software listed in
- Installation of new software once purchased.
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Response within 1 day
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Installation of approved standard software – within 4 business days
Installation of software that requires a purchase of a license – within 15 business days
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Submit request for approved software to Tech Support.
Customer will need to create a ticket within the help desk
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6
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Hardware Requests
Office Relocations
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- Installment of IT-related equipment and services in offices or classrooms
- Relocate IVC issued computer and peripherals to approved location.
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Response within 1 business day
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Installation of approved in-stock standard equipment – within 10 business days
Order & Installation of non-stock major equipment over $500 ordered through IT – within 15 business days
Order, evaluation, and installation of approved non-standard equipment that is not classified as a project – 90 business days
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Submit request to Tech Support.
When HR establishes a new hire within Banner, tickets will dynamically be created to configure and install computers, phones and other items.
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7
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Disable System Accounts for Exiting Employees
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- Accounts will be disables dynamically when the employee is terminated in Banner
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Automated
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Accounts will be disables dynamically when the employee is terminated in Banner
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When HR disables position in Banner accounts will be disabled dynamically based on AP 3720
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7
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Public Information Request
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- Requests received by the Public Information Office
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Response within 1 business day
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Public Information Requests will be completed no later than the date specified in the request
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Submit request to Tech Support.
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Priority Level
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Description
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Examples
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Target Response Time
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Target Resolution Time
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Customer Responsibility
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8
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Projects
Instructional Requests
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- A project is temporary (non-standard) and produces a unique product, service, or objective.
You can learn more about our project methodology by visiting
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Automated
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Project review process will be followed. If approved, it will be added to the project request list within 5 business days
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Submit request to ticket.
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8
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Media Event Requests and Guest Accounts
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- AV equipment request for class or event (see notes)
- Mobile Wireless request for event
- AV equipment training
- Requests for Guest Accounts to be set up on computers for an upcoming event
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Media requests will be added to media calendar within 2 business days
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Submit request to Tech Support with at least five business day notice. Refer to 10.5.
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SSO Configuration
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4-6 business days upon receipt of needed information from vendor
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System Integration
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- IPaaS or other integration between multiple systems
You can learn more about our project methodology by visiting
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Project review process will be followed. If approved, it will be added to the project request list within 5 business days
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Submit request to ticket.
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User Access
Permissions
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- Banner requests will be handled by App Services
- Other applications handled via Help Desk
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4-5 business days
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Submit ticket with needed approvals
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Argos Reporting
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- Minor Revision (add column or filter)
- Major Revision / New
Varies depending on level of adjustments, average
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4-5 business days
12-16 business days (otherwise conversion to project possible)
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Submit ticket request with specified parameters and data sources
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End User Training
Train-the-Trainer
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- Provide workshop to functional leads on request IT-supported application
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Based on calendar availability of identified application technical lead.
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Submit ticket to request calendar availability
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Other (non-Banner) application* *excludes permissions, see User Access Permissions or software acquisition
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- Ocelot, Tech Center Applications, Xtender, iPaaS (ongoing support), TeamDynamix, MIS, Starfish (non-integration support), Constant Contact
- DegreeWorks or Other Department-specific Application
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6-10 business days
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Banner Support
For Automation (ISE Scheduler, etc.) see System Integration
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- Admin Page or Data Integrity Issues
- Job Submissions or Troubleshooting
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14-20 business days
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8.3 Exceptions to Target Times
Target resolution or workaround times may not be met due to:
- Inclement weather and natural disaster
- Power outages
- 3rd party hosted service outage
- Widespread virus or service attack
- Computer or service performance issues caused by Customers with administrative rights
Times to fulfill procurement requests will vary. Procurement requests depend on availability of stock, requisition and purchase order approvals, availability of funding and turnaround times by vendors.
When IT cannot control the resolution time, communication updates concerning issue resolution will be provided as they become available. When 3rd party support is required for any issue, resolution times may not be met due to the time required to obtain 3rd party support.
Notes:
- Employee network accounts and Banner Access will be granted as part of the dynamic onboarding process established using iPaaS
9. IT Communication with Customers
Customers will receive a response via email, phone call, remote access or a physical visit by a technician. Such responses act as confirmation by IT that the Customer’s service request has been received and prioritized.
IT will post information regarding global announcements, FAQs, and access to technical support on the technical support page on Team Dynamix, which can be accessed at sso.imperial.edu > TeamDynamix.
9.3 Social Media
IT will work with the PIO’s office to post notifications regarding new services, changes to services or outages on IVC’s Social Media sites. Customers can subscribe as followers to receive these automated updates.
Scheduled and unscheduled outage global communications to Customers regarding enterprise-wide hardware, software and services as defined in the SLA is subject to approval by appropriate IT Director.
IT will work with the PIO’s office to communicate priority 1 outages using the following methods:
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Method
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Description
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Outlook Email
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Global information announcements will be sent to all employees via College email as soon as the issue is understood. Updates on the progress of the issue resolution will be sent on a regular basis.
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Canvas
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Global information announcements will be posted on Blackboard if the outage is extended and impacts student productivity.
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College Website
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A notice will be posted on the College website in the event of an extended outage that affects the operations of the College.
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Social Media
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Extended outage announcements will be posted on the College’s Social Media. pages.
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Standard accounts for Customers will be provided when an employee or contractor commences work, and a student has registered and paid for classes. Standard accounts include:
- Secured access to the College’s systems, networks and software
- Use of College owned computers and peripherals and
- Allocated storage within the Office 365 environment
See AP 3720, Computer and Network Use, for details regarding email access and other account information.
Requests for additional services over and above standard account allocations require a request to be submitted in writing via the ticketing system. The CTO will evaluate the request and IT impact to funding, supportability, security, timing and consistency with the College’s technical architecture. Requests may require further review and approval by the President’s Cabinet
10.2 Requests for Hardware, Software and Services Not Included in the SLA
Requests for additional or upgraded hardware, software and services not included in the SLA will be treated as a change request to the SLA. This includes installed or hosted educational technology adoption and grant-funded purchases that will require IT maintenance and support.
The request will be submitted via the ticketing system. This form is part of the help desk ticketing system as part of the Project Request Form The request will follow Project Request process which takes into consideration the impact to funding, supportability, security, timing and consistency with the College’s technical architecture. Requests may require further review and approval by the President’s Cabinet.
Purchases of hardware, software and services require the approval of IT. Customers should submit a request for approval to the Tech Support Office via help desk.
IT understands that Customers use personal technologies for remote or mobile access to College resources. Customers may ask IT staff questions concerning personal technology issues as they relate to College work and may receive technical assistance as it pertains to configuration and connection to College services. IT cannot guarantee that personal computers will operate when accessing College resources due to personal configurations, network access and conflicts due to software installations or other unknown issues.
IT will provide access and support for computers and audio/visual equipment for approved College events. Customers who have an event scheduled and require the use of college equipment should submit their requests, via the help desk, to Tech Support at least five business days in advance in order to ensure proper scheduling and availability of resources. The request must indicate if the event is outside normal business hours and include details of whether IT is required to either set up equipment, man the operation of equipment during the event or both.
**It is the Customer’s responsibility to be familiar with the technology they are using.
11. Escalation & Complaints
Customers can escalate concerns, issues or complaints regarding services to the appropriate IT Leader for review and action.
This SLA will be reviewed annually. Any amendments acquired during the previous year will be incorporated into the appropriate, or new, section of the SLA document.
Each approved change to the SLA will be communicated by IT to all Customers.
Performance reports will be generated annually to judge SLA performance. If SLA guidelines are not met, further review must be taken to consider causes for SLA breaches. If the SLA guidelines are too stringent, amendments should be made and approved during the yearly renewal. Missing SLA targets may point to the need for IT process changes. Both the SLA and IT processes should be reviewed when targets are not met.