Computer Services

Service Level Agreement

Table of Contents

Introduction

Purpose of the Service Level Agreement

Campus User Support Units - Defined

Points of Contact

Dispute Resolution

Review and Amendments

Document Change Management

Missouri State University's Technology Facilities and Service Levels

Assistive Technology Support

Assistive Technology Lab

Computer Lab Support

Departmental Computer Labs/Classrooms

Dialup Access

Open-Access Computer Labs

Documentation

Email and Network Accounts

Email, File and Web Storage Space

File Backup and Recovery

Hardware Repair

Equipment Transfer

Help Desk

Priorities Between Types of Requests

Service Tickets

On-Site Help

Teamwork of Centralized & Distributed

Network Connection

Notification of Planned Down Time

Network Problems

Software and Hardware Support

Support Levels

Software Evaluation

Microsoft Campus Agreement Software

University-Owned Hardware and Peripherals

Training

Email, File and Web Storage Space

Open-Lab Hours

Missouri State University Faculty and Staff Members Agreement - Appendix A