Registered Patron Account Request

Please submit a service request form to the IT department. Attached is the IT service level agreement statement. 

 

IT Service Level Agreement - Service Requests

Overview

This SLA is reviewed annually or upon significant policy/system changes

Purpose

This Service Level Agreement (SLA) defines the IT Department’s commitment to the timely and effective delivery of services related to Incidents, Change Orders, and Projects for the students, faculty, and staff of Mount Marty University. This agreement is supported by established best-practice guidelines to ensure that all services are delivered efficiently, consistently, and in alignment with the university's operational and academic needs. IT will make every effort to meet the service levels specified, but our ability to do so is directly tied to staffing levels and in situations where we face staffing shortages or other similar constraints, our response times and service delivery may be affected.

Scope

This Policy applies to:

  • All users of IT services within the university (faculty, staff, students).
  • All IT personnel providing or supporting those services.
  • All IT supported systems including SIS, LMS, campus network, email, printing, AV, administrative software, and hardware support.

Definition

A formal request for a system or service modification, addition, or removal.

Responsibilities

  • IT Department - Prioritize and address incidents within defined timeframes.
  • User - Provide accurate and timely information to assist with resolution.

Service Request SLA

Type

Examples

Response Time

Completion Target

High

Urgent fix needed for system failure or security breach.

30 minutes

Immediate  (ASAP)

Medium

Software patching, server updates, AV equipment install, IT Event Support

1 business  day

Within 3–5 business days

Low

LMS plugin installation, account role changes, system reconfigurations.

2 business days

Within 10 business days

 Process

  1. User submits a Service Request.
  2. IT reviews and categorizes the request.
  3. Testing, deployment, and user notification.

Academic Calendar Consideration

IT will prioritize academic services during high-demand periods:

  • Start of semester
  • Midterms/finals
  • Course registration
  • Graduation
  • IT Event Support

Exclusions

This SLA does not cover:

  • Issues caused by third-party vendors or Internet service providers.
  • Delays due to missing information or lack of user availability.

Monitoring and Reporting

  • SLA adherence is monitored weekly.

Please contact the IT Helpdesk if you need further assistance or have any questions about the process.