Computer support is often open to complete flexibility as defined by the users of information technology. In this type of environment, computer support staff are required to reactively support “anything and everything” to the best of their abilities. As technology increases in complexity and more computers and peripherals come to campus, the possible combinations of hardware, software, and network configurations become astronomical. A Service Level Agreement (SLA) helps standardize configurations enabling a proactive support environment with quality customer service that is in-depth and timely.
The purpose of this Service Level Agreement is to outline the relationship and responsibilities between campus user support units and the Missouri State University faculty/staff members on the Springfield campus. This agreement also specifies the services and commitments provided by campus user support units as well as the expectations and obligations of Missouri State University faculty/staff members. The SLA is a standardization tool which helps reduce unrealistic expectations and allows campus user support units the ability to provide efficient, high quality information technology support.
Terms and titles pertaining to support will be used throughout this SLA. In order to eliminate confusion, this section is intended to assist in understanding the terminology used for the groups and individuals referred to herein.
Centralized User Support Specialists are those support technicians which work in the Computer Services department, including the Help Desk, Microcomputer Support and the open-access computer labs.
Help Desk Analysts are those Centralized User Support Specialists and Microcomputer Support Student Assistants which work on the Computer Services Help Desk.
Distributed User Support Specialists are those support technicians which work for a specific college or department, including COAL, COBA, COED, CHPA, CHHS, CNAS, Continuing Education and the Duane G. Meyer Library.
Campus User Support Specialists collectively are all of the Centralized and Distributed User Support Specialists.
Campus User Support is an official university committee consisting of all Centralized and Distributed User Support Specialists, Information Technology Support Specialists, Electronics Repair Technicians and the Coordinator of User Support.
The Computer Services Help Desk is the central point of contact for information and problems regarding University computing resources. Computer Services operates the University Help Desk where faculty and staff receive telephone and on-site assistance with regard to personal computing issues.
|Computer Services Help Desk||Distributed User Support Services|
|Cheek 150 (417) 836-5891 http://helpdesk.missouristate.edu firstname.lastname@example.org||Contacts for Distributed User Support Services vary by college and are available online at: http://www.missouristate.edu/CUS/Support.htm|
Coordinator of User Support Cheek
150C (417) 836-4739
Microcomputer Support Administrator
Cheek 151 (417) 836-5860
Campus User Support periodically reviews this SLA to determine whether it meets the needs of the ever-changing dynamics of technology. If the Campus User Support group concludes that these standards require amending, the SLA will be updated to reflect the University’s needs. All faculty and staff are welcome to actively participate in evaluating these service levels by contacting one of the Points of Contact listed above and expressing their opinions. Additionally, the university administration reserves the right to supercede the Campus User Support group and make amendments at will.
This SLA, and the service levels it outlines, will change as new technologies emerge. Some service levels will benefit from increased levels of support while others may no longer be needed. Amendments to the SLA will be published when service levels change. The current service level policy is provided online at:http://www.missouristate.edu/CUS/IT-SLA.htm
Computer Services provides comprehensive state-of-the-art computer-based and certain non-computer-based assistive technology accommodations through Assistive Technology Support. Assistive Technology Support (ATS) at Missouri State ensures that faculty and staff with disabilities can effectively utilize assistive technology resources in computer labs, classrooms, offices, and other work environments across campus. This includes providing individualized assessment, training, and ongoing follow-up services to the involved individuals and departments. ATS also provides assistive technology support in classrooms, labs, and auditoriums according to individual requirements as well as Braille embossing and textile enhancement services. These services include FM band auxiliary listening devices, closed circuit television (CCTV) text enlargement, and portable note taking systems.
For more information on assistive technology at Missouri State, visit the Missouri State Assistive Technology Support web site:
Assistive Technology Support also provides an Assistive
Technology Lab. The Assistive Technology Lab (ATL) is located on
the second floor of Meyer Library. Standard lab-based Adaptive
workstations support persons with disabilities by providing
21-inch monitors; ergonomic keyboards; standard Missouri State software:
voice-output; screen reading, and web browsing applications;
text-to-speech translation (voice synthesized "reading" of
printed text); screen magnification software: voice-recognition
technology; and motorized, dual surface, adjustable computer
Adaptive workstations similiar to the ATL in the library are available in Cheek Hall 150, Glass Hall 229, Professional Building 102 and Strong Hall 107.
Campus computer labs and classrooms provide faculty, staff and
students access to technology. Most of these facilities
require a valid Missouri State domain account to use the computers and
equipment. All of these facilities re-image computers on a
regular basis; therefore, data saved on these computers may be
lost without warning. In order to maintain optimal
performance and minimize physical and technological conflicts,
verification of adequate licensing is required for any new
software, or software upgrade, to be added to a facility’s
Note: Trial and beta versions of software will not be loaded in computer labs or classrooms. (Some trial and beta software may be approved for evaluation purposes only.)
Many departments/colleges maintain computer labs and classrooms
which require a valid Missouri State domain account to use the computers
and equipment. These labs offer a set of standardized as well as
departmental and discipline specific software.
Departmental/college computer labs are intended to provide
discipline specific computing services for faculty, staff and
students within a specialized field of study. Consistency
should be maintained by using common versions of software from
class to class.
Note: Colleges have varying methods for scheduling software installations. Contact the specific college/departmental office for more information.
The Computer Services open-access computer lab facilities
maintain software consistency with the Computers for Learning
course and attempt to stay as current as possible with the
latest available software covered under negotiated campus
agreements. Before new software can be added to an
open-access lab image, two-weeks advanced notice and
verification of adequate licensing is required. Due to the
nature of the open-access computer facilities, these labs are
For more information on the open-access computer labs at Missouri State, visit the web site:
Dialup access is a value-added service that allows Missouri State faculty and staff to dial up to Missouri State from their home computer. Dialup support is provided for computers running Windows® XP, 2000, ME, 98SE, and MacOS 8.x and above. Missouri State does not charge a monthly fee for this complimentary service—however, you may be required to pay a long-distance fee to your phone company if you dial a number outside your local calling area. Missouri State currently supports dialup access to over 325 modems at the fastest speeds, including ISDN and 56K.
To dial up Missouri State from home, you need a computer, modem,
telephone line, and a valid Missouri State domain account. Computer
Services User Support provides an automated Computer Resources
CD with dialup software and information to attach you to the
Missouri State dialup service. You obtain a Computer Resources CD by
bringing your ZipCard™ to any open-access computer lab or supply
a new, blank, shrink-wrapped recordable CD (CD-R) to any of the
open-access computer labs and Computer Services will create a
Computer Resources CD for you to keep.
For more dialup information, visit an open-access computer lab or the Dialup Support web site:
Computer Services documents, in the form of manuals, pamphlets, short documents, forms, and other media, many computer topics and systems. Copies are available online in Microsoft® Word and Adobe® Acrobat formats at the Computer Services Training web site:
Missouri State domain accounts, for email and network access, are issued and maintained through the Computer Services open-access computer labs. Additional account “self service” links can be found online at:
Note:: Acceptance of a Missouri State domain account signifies understanding and agreement to the Information Technology policies and ethics for computer and network use. These policies can be found online at:
Computer Services backs up files on university production servers daily. Weekly, the tapes with the backed-up files are taken off-campus for storage.
If you stored a file on a campus server and need to have it recovered, please send email to:
Please include the name of the file to be recovered, where it was stored, and the date from which to recover the file. Once a request is received, Computer Services will restore the file within 48 hours.
Note: Computer Services does back up the email system nightly, but only for system disaster recovery. Individual mailboxes are not backed up and therefore cannot be restored. Also, individual workstations are not backed up. It is the user’s responsibility to maintain backup copies. If you want to back up your email or workstation, copy your files to another location, such as your home directory on Bear1.
At times your support technician may determine that your equipment requires transfer to a remote facility for repair or maintenance.
Note: No equipment will be transferred without the authorization of the end user.
All Faculty and staff should contact the Computer Services Help Desk for assistance. The Help Desk is located in Cheek 150 and is available Monday-Friday, 8:00am – 5:00pm.
Faculty and staff may request support in any of the following ways:
All Campus User Support Specialists use the support tracking software package HEAT® to record and track help calls. With this software, support staff can review answers, predict the time required to resolve problems, and review statistics to forecast peak periods.
Note: The Computer Services Help Desk cannot guarantee that a requested technician will be assigned to a specific service ticket.
HEAT® Help Desk Priority Levels
1 – Emergency
Emergency calls receive attention within 15 minutes. Emergency calls are those situations where blocks of campus, departments servicing multiple customers or labs and classrooms dependent on technology are completely out of service. Emergency situations are determined by the Help Desk Supervisor or the Distributed User Support Specialist supervisor.
2 – Urgent
Urgent calls receive attention within four working hours. Urgent calls are defined as individual computers that are completely out of service with no alternative accommodations. Urgent calls are determined by the Help Desk Supervisor or the Distributed User Support Specialist supervisor.
3 – Normal
Normal calls receive attention within eight working hours. Normal calls are defined as routine requests for technical service that affect daily productivity.
4 – Low
Low priority calls are defined as routine requests which have little impact on daily productivity. Examples include unnecessary software upgrades, hardware upgrades and installation of non-critical new computer systems.
*Note: Prioritization order and response time may vary by College. Feel free to contact the Computer Services Help Desk for more information.
If a Campus User Support Specialist needs to perform an on-site visit, he or she will contact you to set up an appointment. If it is determined that a system needs to be rebuilt, Campus User Support Specialists will attempt to back up work related files and applications. End users are responsible for backing up personal files and programs. Ultimately, data stored on the hard drive is the users’ responsibility to back up.
All Campus User Support Specialists use the HEAT® software to
respond to service requests that have been placed in the open
ticket queue. Each college maintains its own queue with
priority being determined as described in the Priorities Between
Types of Requests section of this SLA.
Calls to the Help Desk from colleges that have a Distributed User Support Specialist will have their call forwarded to that specific college’s open ticket queue. Colleges have individual methods in place for responding to clients requests in a timely manner. Help Desk personnel will assist with these requests using the specific college’s predefined priority order.
Computers connected to the campus backbone network must be either a Macintosh® with operating system 7.5.5 or higher and Open Transport 1.1.2, or a Pentium-based IBM®-compatible machine with operating system Windows 95 or higher. All IBM®-compatible computers connected to the network must use a network adapter approved by Computer Services and the Network Infrastructure Advisory Committee.
When there is scheduled down time for any portion of the
campus network, Computer Services will attempt to give two weeks
prior notice to the affected department(s). A notice of the
scheduled event will also be posted on the Help Desk message at
(417) 836-5891 and on the Computer Services Help Desk web page:
Software support is applicable to the last two (2) versions of each supported software program. Exceptions may be made if a computer system is not deemed capable of running one of the last two versions due to their inability to meet hardware or software requirements. In these cases, the most recent version of the software that is compatible with the system is supported.
A list of Full, Limited, Specialized and Unsupported software can be reviewed online at:
Note: Campus User Support regularly evaluates and modifies the software that falls into each of these support levels to meet the changing demands of the campus environment with respect to programs and versions. Supported software is typically only supported on the two most current versions.
Prior to adding new software packages or versions to the above-noted web site Campus User Support Specialists test for compatibility and stability, then determines minimum configuration requirements. Once testing is complete, Campus User Support posts the releases to the web site within a sixty (60) day time period from the official release date of the software. Software is not supported or available for general campus use until this evaluation has been completed.
Note: Computer Services User Support does not support home installations of this software. Although installation instructions are provided, technical support must be obtained from non-University sources.
Campus User Support Specialists will assist in the
configuration recommendation, installation, problem
determination, and repair of most computer-related hardware.
All software media and manuals that arrive with your hardware
should be retained for future use. In addition, when machines
are transferred or reallocated between individuals or
departments, these materials need to be part of the transfer or
Campus User Support Specialists do not move computer equipment when users or offices are relocating, but will (upon request) disconnect and re-connect computer systems and peripherals to ensure proper operation.
Distributed User Support Specialists are responsible for any specialized technology hardware, in their respective colleges, that has been approved by the college’s administration as “supported hardware”.
Note: Campus User Support Specialists do not troubleshoot, maintain, or repair student, faculty or staff owned equipment. Hardware must have Missouri State identification or be used in production for University purposes to be supported.
Computer Services offers training through Short Courses, general training sessions, and open-lab hours.
Any Missouri State employee (faculty, staff, graduate assistants, and student workers) may attend Short Courses. For a list of current training opportunities and online registration, call (417) 836–6288 or see the Computer Services online course registration system.https://www.secure.missouristate.edu/idp/courses/default.asp?who=csv
On occasion,Missouri State Computer Services offers general training sessions available to everyone at Missouri State on topics such as “Dialing Up Missouri State from a Home Computer.” These training sessions range from 1 hour to half-day sessions and are conducted in the Computer Services Training Facility, Cheek 100.
Note: The training facility is not available to faculty or staff for the purpose of teaching courses to students.
Turn off lights, monitors and secure the room when finished
utilizing college/departmental computing facilities.