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Help Desk Service Level AgreementGeneral InformationThe Help Desk is the first point of contact for all students, faculty and staff who require assistance with technology. The main purpose of this Service Level Agreement is to outline the services, priorities and responsibilities related to the support of technology. It is our goal to meet and exceed the expectations of our customers in a courteous and professional manner.Hours of OperationMonday - Friday 8:00am to 5:00pmMethods for Requesting AssistanceThere are four methods of contacting the Help Desk for assistance. Critical or very important requests should always be phoned in to the Help Desk. Email and the Help Desk Website are the preferred method since they automatically create a ticket in the system.Email - Send email requests for help to help@presentation.eduPlease use your Presentation College email account when sending requestsHelp Desk Website - located at your PCnet login info to log in to the websiteOnce logged in a new ticket can be createdPhone On campus extension: 84111-605-229-84111-800-437-6060, extension 8411After hours emergency or outage call 605-229-8444.Walk-inThe Help Desk is physically located in room E211 on the 2nd floor of the Main Building on the Aberdeen Campus.Responsibilities of Those Making RequestProvide complete and accurate contact information including full name and phone number.Provide a clear, specific description of the problem with as much information as possible.Maintain a backup of all data. The Help Desk is not responsible for lost or corrupted data.Students are responsible for maintaining an up to date anti-virus/anti-malware program.Priorities, Criteria, Response and Completion TimesOnce the user contacts the Help Desk using one of the four methods mentioned above a ticket is created to track the work. Based on the situation the Help Desk will assign an internal priority to the ticket which will outline the response and completion times. Response time is the duration of time from when the request is made until the user is initially contacted. Completion time is duration of time from when a ticket is opened until closed. It is the goal of the Help Desk to maintain and improve on these times. Please note that these times are in no way a guarantee that work will be completed in the specified amount of time. PriorityCriteriaResponse TimeCompletion TimePriority 1Affects more than 5 users or is mission critical. Please contact by phone at 605-229-8444.Examples:Web services or network unavailable. Polycom rooms not functioning.Immediate4 hoursPriority 2A student’s ability to complete school work or employee’s ability to complete work is affected.Examples:Critical computer not booting, unable to log in to account.4 hours 1 business dayPriority 3Most requests will fall into this category.Examples: General questions, Malware/Virus infections, software installation1 business day3-5 business daysPriority 4Generally has no effect on productivity.Examples: Computer running slow, optical drive not playing music/videos, unable to print to local printer when central printer is available.3 business days1 - 2 weeksPriority 5Generally used for internal IT related projects or special events.NonenoneHardware SupportedThe Help Desk provides hardware support to all College owned laptops, desktops, printers, peripherals, etc.Generally if the technology item is owned by the College and purchased by IT the Help Desk provides support. Please be aware there may be exceptions to this.The Help Desk will provide minimal support for hardware related issues for students on a case by case basis. Support provided to students is not guaranteed.The Help Desk does not provide hardware support for any faculty or staff owned personal equipment (laptops, desktops, printers, cell phones, home routers/wireless, etc).Software SupportedUsed by Students, Faculty, and StaffWebmailDyKnowRespondus LockDown BrowserAdobe ConnectOffice 2010 and higherWindows XP and higherUsed by Faculty and Staff onlyFileDirectorCAMSAdobe CaptivateAdobe Acrobat ProDepartment SpecificDynamicsFRxRaisersEdgeSPSSAny software not listed above is not supported by the Help Desk.Hardware SupportedGenerally any technology item owned be the College and purchased by IT.College owned:LaptopsDesktopsMonitorsProjectorsDocument camerasPolycomsPrintersPassword resetsThe Help Desk must be able to verify the identity of the person requesting a password reset. For this reason only walk-ins with a photo ID or phone calls with confirmation of student identity will be accepted. Email requests for password resets will net be accepted.FeedbackAfter completion of a ticket the Help Desk may send out a brief online survey in order to collect feedback. Users can also email the Help Desk at any time with feedback at pchelpdesk@presentation.edu ................
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