Computer Services
Service Level Agreement
Faculty/Stafff AgreementTable of Contents
Use the table of contents to jump to specific points of the Faculty/Staff Members Agreement.
Introduction
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.
Purpose of the Service Level Agreement
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.
Campus User Support Units - Defined
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.
Points of Contact
Campus User Support Specialists focus on supporting technology users at Missouri State University and provide the services and facilities listed in this SLA. Some of these services include assistive technology support, help desk services, computer lab and classroom facilities, technical documentation and technology training.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 helpdesk@missouristate.edu | Contacts for Distributed User Support Services vary by college and are available online at: http://www.missouristate.edu/CUS/Support.htm |
Dispute ResolutionShould a dispute arise regarding the quality of service you receive from a Campus User Support Specialist, persons listed below may be contacted to help resolve the matter. These points of contact will work with the appropriate supervisor to solve the dispute in a manner that meets this service level agreement’s mission yet does not conflict with items outlined herein. |
| David Liss Coordinator of User Support Cheek 150C (417) 836-4739 DavidLiss@missouristate.edu |
Joe Arens Microcomputer Support Administrator Cheek 151 (417) 836-5860 JoeArens@missouristate.edu |
Review and Amendments
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.
Document Change Management
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.htmMissouri State University's Technology Facilities and Service Levels
Assistive Technology Support
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:
http://computerservices.missouristate.edu/assistivetech
Note: ATS supports only those aspects of assistive technology that directly relate to equipment usage. The Missouri State Disability Support Services department supports items other than assistive technology.Assistive Technology Lab
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
tables.
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.
Computer Lab Support
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
configuration.
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.)
Departmental Computer Labs/Classrooms
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.
Open-Access Computer Labs
Computer Services operates three open-access computer labs located in Cheek Hall 150, Glass Hall 229 and Strong Hall 107. These labs offer a set of standardized software and services such as issuance and maintenance of Missouri State domain accounts, distribution of the Computer Resources CD, dialup support and assistance for students, faculty, and staff on the use of lab equipment and software. The lab staff is intended to provide services and answer application questions pertaining to functionality and provide supplemental support to classroom teaching; they are not intended to be used as instructors for software or software applications in lieu of classroom teaching.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
non-reservable labs.
For more information on the open-access computer labs at Missouri State,
visit the web site:
http://openlabs.missouristate.edu
Dialup Access
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:
http://computerservices.missouristate.edu/dialup
Documentation
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:
http://computerservices.missouristate.edu/training
Email and Network Accounts
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:
http://helpdesk.missouristate.edu
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:
http://www.missouristate.edu/oit/policy
Email, File and Web Storage Space
Computer Services provides faculty and staff members with email storage as well as secure file storage on centrally managed servers. Additionally, web storage space is available upon request. You can check your disk quota online at:;
http://helpdesk.missouristate.edu/diskquota.htm
File Backup and Recovery
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.
Hardware Repair
At times your support technician may determine that your equipment requires transfer to a remote facility for repair or maintenance.
Equipment Transfer
If your equipment is under warranty, Centralized User Support Specialists may transfer your equipment to the Help Desk repair facility in Cheek 150. Distributed User Support Specialists may transfer your equipment to a college specific repair facility or to Electronic Support Services (ESS).If your equipment is no longer within its warranty period, it will be transferred to the ESS facility in Kemper 201. When equipment is transferred to ESS, notation to that effect is made on your copy of the service ticket. Additionally, you will need to sign the service ticket accompanying the equipment in order to authorize the transfer. Once your equipment has been transferred, ESS will assume responsibility for the equipment, its repair and its return. Correspondence and inquiries can be made with ESS at (417) 836-5042.
Note: No equipment will be transferred without the authorization of the end user.
Help Desk
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:
- Call the Computer Services Help Desk at (417) 836-5891.
- Direct contact by means of a personal visit to the Help Desk in Cheek 150.
- Access the Help Desk online via HEAT® Self-Service at: http://helpdesk.missouristate.edu
- Email a support request to: HelpDesk@missouristate.edu
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.
Priorities Between Contact Methods
Help Desk priority is given to answering the telephone, followed by walk-ins, HEAT® Self-Service and then email.Calling the Help Desk
The Computer Services Help Desk is staffed from 8 am – 5 pm, Monday-Friday. During these hours Help Desk Analysts attempt to answer technical support calls over the phone. If the support call is not resolved within 5 minutes, the call may be transferred to the Help Desk Supervisor. If a Help Desk Analyst or Supervisor determines that the support call will require an on-site visit, a service ticket will be entered. At the time a service ticket is entered you will receive an email containing your ticket number and a subsequent email when the ticket is closed verifying that the service request was completed to your satisfaction.Note: The Computer Services Help Desk cannot guarantee that a requested technician will be assigned to a specific service ticket.
Walk-ins to the Help Desk
When you visit the Help Desk, a Help Desk Analyst will wait on you as soon as possible. Your wait time will vary based upon the number of phone calls and available staff using the previously covered priority order as described in the Priorities Between Contact Methods section of this SLA.Using Help Desk Self Service
When you input a service request using HEAT® self service, a service ticket is automatically generated for you. These tickets are assigned and serviced in priority order as described in the Priorities Between Types of Requests section of this SLA.Emailing the Help Desk
When you email the Help Desk, a Help Desk Analyst will respond to your email within one business day. If a Help Desk Analyst determines that the support call will require an on-site visit, a service ticket will be entered. At the time a service ticket is entered you will receive an email confirming your request and the ticket number.Priorities between types of requests
Centralized and distributed support requests are handled on a first come/first served basis unless a request is an emergency. Priority is set in following order*: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.
Service Tickets
A Service Ticket is a concise, one-page report of a support
request that includes the call information, client information,
problem description, problem resolution, and call notes.
When the support technician performs an on-site visit, he or she
will leave a Service Ticket with you; please keep this copy for
your records.
On-Site Help
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.
Teamwork of Centralized & Distributed
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.
Network Connection
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.
Notification of Planned Down Time
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:
http://helpdesk.missouristate.edu
Network Problems
Campus User Support Specialists are responsible for assistance with software configuration and problem determination of network connections for faculty and staff on campus. If you encounter a network related problem, contact the Help Desk. If a support technician determines that the network problem is related to the network jack or the physical wiring, other groups and departments such as the Computer Services Networking group and Telephone Services play a major role in the repair process. Repair times are estimated and vary based on workload and technical complexity.Software and Hardware Support
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.
Support Levels
Campus User Support Specialists provide software support at three levels. These three levels, Full Support, Limited Support and Specialized Support are determined by factors such as campus standardization, organizational reliance, support availability from the manufacturer and compatibility.Full Support Level
Campus User Support Specialists maintain advanced knowledge of the functions of the software, provide installation, technical support, maintenance, current patches, fixes and upgrades. Additionally, support is provided with most of the advanced features of the software for professional functionality. Training, documentation and course options are provided through Computer Services and/or Continuing Education.Limited Support Level
Campus User Support Specialists maintain some knowledge of the software application and assists only in the typical installation and basic functionality of the program. Basic functionality is defined as Program Open, File Open, File Save, Print, Help and Program Close. No training or documentation is provided by Computer Services. The user is expected to receive training, documentation and advanced support from the vendor supplying the software application.Specialized Support Level
Campus User Support Specialists do not guarantee any knowledge of the software, however, will work as a liaison between the users and the vendor to assist with support. This support level is negotiated before acquisition of the software and involves support personnel in the acquisition process. The user is expected to receive training, documentation and advanced support from the vendor of the software. Distributed User Support Specialists are responsible for any specialized software, in their respective colleges, that have been approved by the college’s administration as “supported software”.Unsupported Software
Campus User Support Specialists do not support software in this category. The user is responsible for the installation, operation, and maintenance of these applications. Computer Services will not load unsupported software on computers in computer labs, classrooms or servers. If any software in this category interferes with the functionality of the computer’s operation, it cannot be loaded and may be removed if found on the machine.A list of Full, Limited, Specialized and Unsupported software can be reviewed online at:
http://helpdesk.missouristate.edu/supportedsoftware.htm
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.
Software Evaluation
Campus User Support Specialists are provided a period of sixty (60) days from the official release date to review new software and new versions of existing software before the Campus User Support committee determines a support level. Campus User Support Specialists use this time to evaluate the software and prepare implementation recommendations, training, documentation and support.Microsoft Campus Agreement Software
Missouri State’s Microsoft Campus Agreement applies to all computers owned by the University on all Missouri State campuses—Springfield, West Plains, and Mountain Grove. This includes faculty and staff computers, computers in classrooms, labs and computers used by student workers and graduate assistants. This license agreement is centrally funded by the Office of Information Technology and the Student Computer Usage Fee from the Springfield and West Plains campuses. There is no direct cost to any other University department. This agreement is an annual contract.Software Available/Installation
To see a list of software available to you through this agreement and other negotiated campus agreements, please see the web page:http://helpdesk.missouristate.edu/requirements.htm
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.
Copies for Home Use
The Microsoft Campus Agreement also provides an additional benefit to all University faculty and those University staff who are considered “technology users”. If you are a “technology user” (someone who uses a computer as a regular part of their job at the University), you are granted a license to use a single copy of each software application covered under the agreement on your home computer. Upon leaving the University you agree to remove any software loaded on your home machine obtained through this agreement. Information on obtaining copies for home use can be found at:http://helpdesk.missouristate.edu/homesoftware.htm
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.
University Owned Hardware and Peripherals
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
reallocation process.
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.
Training
Computer Services offers training through Short Courses, general training sessions, and open-lab hours.
Short Courses
Short Courses range from 1 hour to half-day sessions and are conducted in the Computer Services Training Facility, Cheek 100.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=csvOn 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.
Open-Lab Hours
The training facility hosts open-lab hours every Thursday from 2-4 PM. During open-lab hours, the training facility is open for all Missouri State employees (faculty, staff, graduate assistants, and student workers) to use the equipment and software and receive individual help and instruction.Note: The training facility is not available to faculty or staff for the purpose of teaching courses to students.
Appendix A
- Familiarize themselves with this Service Level Agreement. Any questions should be directed to one of the points of contact listed in the Points of Contact section.
- Familiarize themselves with the policies and procedures of computing at Missouri State, which are available online at:
- Obtain the necessary accounts for access to systems prior to the requested support.
- Contact the Help Desk to resolve any software, hardware, or peripheral problems.
- Make requests for service while in front of the affected computer, whenever possible.
- Be able to provide the following information when placing a request for support:
- Contact information (first and last name, department, phone number and user ID)
- Equipment information (Missouri State inventory tag #)
- A clear and specific description of the problem or request
- Contact the Help Desk or access the self-service web pages for service ticket inquiries and status of service.
http://helpdesk.missouristate.edu
- Provide support technicians with access to equipment, both electronically and physically, during on-site service.
-
Make backup copies of important files on a regular basis and be
familiar with the computer’s file structure.
Ultimately, data stored on the hard drive is the users’ responsibility to back up. - Attend required technology training sessions as directed by University administration.
- Avoid installing software without a license per application, per machine.
- Avoid installing software that has been deemed problematic for the particular machine.
Turn off lights, monitors and secure the room when finished
utilizing college/departmental computing facilities.
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