Service Level Agreement
Purpose
This policy aims to set expectations regarding the timeliness and responsiveness of the University’s Information Technology group to incidents and service requests from members of the Bay Path community, along with the corresponding performance standards and metrics to ensure high quality and satisfaction. This Service Level Agreement intends to enhance communication, facilitate the effective delivery of technology services, and foster an environment of partnership toward a common goal; delivering quality academic services.
Applies To
This policy applies to all University students, staff, and faculty who have been provisioned access and granted use of University technology resources and assets.
Definitions
Incident - An unplanned interruption to service, or a reduction in quality related to a service.
Service Request - A formal request for something new to be provided to either an end user or to the University.
Policy Statement
This is a Service Level Agreement (“SLA”) between the members of the Bay Path Community (“BPU Community”) and Bay Path University IT Services (“BPU ITS”) and specifically covers the following:
Standard Desktop Support (“SDS”), as a service.
The levels of response, availability, and maintenance of the service.
The responsibilities of BPU ITS as a provider of the service.
Members of the BPU Community as the clients receiving the service.
Service Hours
BPU ITS is available in person, via email, or by phone: Monday - Friday, 8:30 AM - 5:00 PM Eastern. Extended Email support is available Monday - Friday, 5:00 PM to 8:00 PM Eastern. Weekend support is available for events or as needed. BPU ITS adheres to the University’s holiday calendar and will be closed on holidays that the University is closed.
Service Levels
BPU ITS strives to ensure that all incidents and service requests are resolved in a timely manner. BPU ITS will assign and acknowledge incidents and service requests within 8 business hours of receipt.
Scope
The Standard Desktop Support service is a collection of support services for University-owned computers, and for applications related to the delivery of academic services, back office, or administrative software. Support is provided by the most efficient method available; primarily over the phone, with remote control assistance, via email, and through in person visits.
SDS services are organized around the lifecycle of a supported computer and include:
Procurement
Procurement of new computing devices for use by University employees is managed and maintained by BPU ITS.
BPU ITS is responsible for the purchasing of all computing devices maintained and managed by the University.
BPU ITS publishes new computer hardware purchase recommendations. These recommendations are reviewed annually and updated in response to changes in vendors offerings. Recommended hardware can be found by visiting https://support.baypath.edu or searching BPU Community for “What computer does Bay Path recommend?”
Deployment
New computers are configured with a standard set of software, including a current operating system, licensed common software, anti-virus/anti-spyware software and remote administration tools.
Computers are configured in compliance with University information security policies and other configurations that may be specific to meet regulatory or compliance standards.
Computers are configured to use common campus services such as email, productivity software, and connectivity to wired and wireless network services.
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Computer setup includes:
Migration of user documents from common locations (e.g., a user’s home folder) and compatible preferences (e.g., web browser favorites)
Configuration of standard networked printers
Confirmation of connectivity to University network services and appropriate network access control settings
Retention of user data for a minimum of 30 days to ensure complete data transfer
Physical relocation of computers on an as-needed basis as determined after consultation with members of BPU ITS staff and University Facilities and with the approval of the Senior Vice President for Finance & Administrative Services.
Management
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Technical Support
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BPU ITS will install and upgrade software in response to:
BPU ITS will provide support and configuration for software used by BPU Community members use for research, instruction, or University business.
BPU ITS will provide assistance for software that is not launching or functioning properly and perform troubleshooting as required.
BPU ITS may re-image or reset a computing device when necessary to resolve an incident or complete a service request.
When required, BPU ITS will escalated issues to the appropriate department for resolution, and will work with other departments to ensure timely resolution of issues.
In accordance with BPU ITS standards and industry best practices, only software that is being actively updated and provided security patches by the vendor will be installed. Exceptions can be made on a case by case basis after a risk assessment performed by BPU ITS staff and approval of ITS leadership.
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Computer Repairs
In the event that a computer is damaged or needs vendor repair, BPU ITS will manage the support request with the vendor, including shipping, tracking, return and validate the completion of the repair.
When practical and available, loaner devices may be assigned temporarily while computer equipment is being repaired by the vendor.
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Peripheral Support
BPU ITS will provide support for the installation and configuration of computing peripherals such as printers, scanners, external storage devices, and human interface devices on University owned and managed devices.
Asset Retirement
Service Requirements
The following requirements apply to members of the BPU community receiving this service and related supports.
BPU community members will provide access to computing devices either in-person or via remote assistance tools.
BPU community members will make themselves available to BPU ITS staff to answer questions that facilitate service delivery.
BPU community members will submit requests for service using standard methods, such as e-mail or phone.
BPU community members will validate that their data has been completely transferred within 30 days of a data transfer to a new computer.
BPU community members will provide installation media for peripherals if required.
Boundaries for Service
Standard Desktop Support is available for computing devices that meet the following criteria:
The computing device is University property, and not personally owned.
The computing device is running a University supported operating system.
The computing device can be remotely controlled with the BPU Community members authorization.
Related Policy Information
Responsible Offices
Analytics & Innovative Technology
Email: techsupport@baypath.edu
Phone: (413) 565-1487
https://support.baypath.edu/
Related Policies
History
Version
Revision Information
Approval Date
Effective Date
1.0
Initial Release
07/01/2023
07/01/2023