Please submit an incident report form to the IT department. Attached is the IT service level agreement statement.
IT Service Level Agreement - Incident Reports
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
An unplanned interruption or degradation in IT service that affects users or operations.
Responsibilities
- IT Department - Prioritize and address incidents within defined timeframes.
- User - Provide accurate and timely information to assist with resolution.
Incident Report SLA
|
Priority
|
Examples
|
Response Time
|
Resolution Time
|
|
Critical
|
Campus network outage, LMS unavailable during exams, student portal down.
|
15 minutes
|
4 hours
|
|
High
|
Classroom AV not working before class, email outage, staff printer offline.
|
1 hour
|
1 business day
|
| Medium |
Software error affecting a small group.
Personal device not connecting to Wi-Fi.
|
4 hours |
3 business days |
| Low |
General inquiries, password reset, non-urgent support. |
1 business day |
5 business days |
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.