Mitchell College’s partnership with Computer Aid, Inc. (CAI) was established for the LITS Support Center (LSC), College Network Services (CNS) and College Applications Support (CAS).  An integral component of this relationship is the definition of and agreement on measurable performance standards.  This is referred to as the Service Level Agreement or SLA.  CAI’s agreement document defines the SLA as follows:

“The SLA is intended to serve as a basis for measuring the success of the partnership between Mitchell and CAI by identifying the scope of services provided by CAI to Mitchell College.”

The comprehensive approved Service Level Agreement document can be found to the right.  All members of the College community should have a clear understanding of the basic expectations we have established with CAI for service to the College within the three areas of support identified above (i.e. LSC, CNS, and CAS).  There are two essential service components:  (1) categorization and prioritization of problems and requests, and (2) the service commitment.

All support issues are reported initially to the LITS Support Center (LSC), either via e-mail (supportcenter@mitchell.edu) or with a phone call to ext. 5190, where one of five severity levels is assigned according to the following guidelines:

Severity 1 Situations (Business Critical Severity)

Severity Level 1: Business Halted

Emergency technology problems or request affecting multiple faculty/staff, such as having mission-critical applications or systems down and/or having a technology failure that impedes the college’s ability to conduct its business or communicate.

Severity 2 Situations (High Severity)

Severity Level 2: Business Impacted

Emergency technology problems or requests affecting multiple faculty/staff where a mission-critical application is partially unavailable or there is a reduction in productivity. Also, a single user whose system or individual mission-critical application is down, with no alternatives.

Severity 3 Situations (Medium Severity)

Severity Level 3: Non-critical

Non-emergency technology problems or requests affecting faculty/staff where there are alternatives for completing work even if productivity may be impacted.

Severity 4 Situations (Low Severity and Planned Activities)

Severity Level 4: Service Request

Events where lead times can be anticipated and work planned.

Severity 5 Situations (Scheduled Events)

Severity Level 5: Temporary Projector & PC Setups

Temporary projector and PC setups for events where lead times can be anticipated and work planned and scheduled.

The SLA document may be referenced for specific problems and requests that fall within each of these severity levels.

Commitments are the substance of the SLA.  Commitments are measurable and identified by specific performance expectations, as follows, within each of the three support areas:

            LITS Support Center (LSC) Service Commitment:

Live Answer

·        90% of all calls routed to the Mitchell College Support Center will be answered by an analyst during the hours of 6:00AM to 9:00PM Monday through Friday (Excluding CAI Holidays)

Abandon Rate

·        5% average abandon rate to be anticipated on a monthly basis

Email and Voice Mail Management

·        Problems reported by E-Mail or Voicemail will be logged, assigned, and confirmed within 1 Business hour of receipt

Average Speed of Answer

·        80% of all calls routed to the Mitchell College Support Center will be answered within 30 seconds

            College Network Services (CNS) Service Commitment

Business Critical Severity

CNS Resolution Time: Within 4 Hours

High Severity

CNS Resolution Time: Within 1 Business Day

Medium Severity

CNS Resolution Time: Within 4 Business Days

Low Severity

CNS Resolution Time: Within 7 Business Days

Scheduled Events

CNS Acknowledgement: Within 1 Business Day

CNS Resolution Time: As Requested

Projects

CNS Estimate Time:  Within 2 Business Weeks from Approval

CNS Resolution Time: As Planned

            College Applications Support (CAS) Service Commitment

Business Critical Severity

CAS Resolution Time: Within 4 Hours

High Severity

CAS Resolution Time: Within 2 Business Day

Medium Severity

CAS Resolution Time: Within 4 Business Days

Projects

CAS Estimate Time:  Within 2 Business Weeks from Approval

CAS Resolution Time: As Planned