This Service Level Agreement (SLA) covers Network and Workstation Services

Customers

College faculty, staff and students.

Mission

To support an integrated, stable, reliable, technologically advanced local area network that provides and supports improved access, administration, information, and technical services for faculty, staff and students.

Services Covered

Technical Support Services (TSS) will provide network and operations support, Help Desk support, troubleshooting microcomputer workstations and peripherals to include their installation and repair, vendor management, and modification and maintenance of the network infrastructure hardware and software components.

Service Goals

Manage technology resources to maintain a 98% availability of TSS hardware and software systems during scheduled hours. (This 98% availability applies to all components housed within and under the direct control of TSS at Virginia Western Community College. Outages of VCCS Information Technology Services (ITS) based resources - e.g., PeopleSoft, mainframe (FRS, CIPPS, GARS, FAIS, etc.), E-mail servers- are beyond immediate TSS management control and are not included in this calculation.)

Contacts

Help Desk - (540) 857-7354
Manager, Help Desk - (540) 857-6124
Director, Technical Support Services – (540) 857-6126
E-mail – helpdesk@vw.vccs.edu
Fax - (540) 857-7541

Hours of Support

Coverage Hours:

Technical Support Services offers support during the normal working hours of 8 a.m. – 4:30 p.m. Monday through Friday. After hour emergency support is provided by the ITS group in Richmond. If they are unable to assist a VWCC user, they will contact someone from VWCC’s TSS Department. Non-emergency items will be logged and forwarded for TSS to handle on the next business day.

Environments Supported

All microcomputer workstations and peripherals that were purchased with prior approval of TSS. Workstations originally purchased as standalone machines that do not conform to the published workstation standards will remain standalone.

All telecommunications and network equipment supported by TSS.

All software applications, databases and file server components under direct control of TSS.

Method for Requesting Services

In order for TSS to meet the needs of all users, all problem reports, computer related questions, requests for computer services, etc., must be directed to the Help Desk. You may either contact us by calling 7-7354, using E-mail at helpdesk@vw.vccs.edu or using the electronic form on our website, http://www.vw.vccs.edu/tss/request_for_services.htm . If possible, the first level Help Desk technician that receives your call will handle your request. If additional information or assistance is needed, a TSS service ticket will be opened and escalated to the appropriate support personnel.

Support Levels

Level-1 Help Desk Support Technician
Level-2 Desktop Support Technician or appropriate personnel
Level-3 Network Support or Applications Support Technician or appropriate personnel
Level-4 VCC Utility, Vendor Technician/Engineer or appropriate personnel

Web Support

Technical Support Services - http://www.vw.vccs.edu/tss/  
User Support Services – http://www.vw.vccs.edu/helpdesk/ 

E-mail Support

helpdesk@vw.vccs.edu - for problem reporting, inquiries, and requests

 NETWORK AND WORKSTATION SERVICES

Tier One Services– Services in Tier One would include all workstations, peripherals and software applications that perform mission critical functions and are widely used by the entire campus community. TSS will have multiple personnel thoroughly trained (usually three deep) in order to offer the depth of support required even under adverse conditions.

Applications: (listed alphabetically)

Adobe Acrobat Reader (PDF document reader)
Blackboard  (used by Distance Learning instructors and students)
Hummingbird HostExplorer (allows mainframe access)
Microsoft Internet Explorer (Internet browser)
McAfee VirusScan
Microsoft Office 2000/XP/2003 – Word, Excel, FrontPage
Novell Client (provides network connectivity with Netware)
PeopleSoft (Web – SOAR)
PeopleTools (Client software for PeopleSoft)
Qualcomm Eudora (for E-mail)
RPM (used by some users for mainframe printing)
WebMail (used to access E-mail when off campus)
Microsoft Windows 2000 and XP (operating systems)
 

Hardware components operational allowing:
            Local server connectivity (Novell, Microsoft and PeopleSoft App Server)
            Internet connectivity for mission critical applications
            Ability to run Tier One Applications
            Ability to print to a networked printer

Tier One Support:

Tier Two Services– Applications and hardware that are necessary for departments to perform specific mission critical duties, but are not widely used by the entire campus. Limited expertise can be provided. Depth of expertise is usually limited to one or possibly two TSS personnel. Assistance in working with user and vendor technical support can be provided as needed.

Applications: (listed alphabetically)

Adobe Writer (PDF document writer)
FAFSA (Free Application for Federal Student Aid Web form)
FASER (energy software used by FMS)
Kurzweil (software used by Student Support Services to assist students with learning disabilities)
Minitab (Math program)
MIPNPS (accounting software used by Business Office)
MP2 Professional (work order tracking system used by FMS)
Microsoft Office 2000/XP/2003 – Access, PowerPoint, Publisher, Outlook
VACert (grant application software used by Financial Aid)
ZoomText (used by REACH)
Student ID Card System
 

Hardware components operational allowing:

Local server connectivity (Novell, Microsoft and PeopleSoft App Server)
Internet connectivity
Ability to run Tier Two Applications

Tier Two Support:

Tier Three Services– Applications and hardware that some departments/personnel use to perform certain duties. Under some conditions, the college may offer and support a similar package in higher tier levels, but a different package is preferred by the user and installed at their own risk. Primary support for these applications/hardware is the responsibility of the person using/owning them. Adhering to manufacturer’s licensing agreement is also the responsibility of the installer. These applications will also have to be re-installed if and when the client’s PC is reimaged by TSS.

Applications: (listed alphabetically)

Academy Training Manager
Adobe  GoLive
Adobe Photoshop (desktop publishing)
AOL, MSN and other Internet access programs
AS/400 client access software
Home installations (software checked out from Brown Library)
Linux (operating system)
Microsoft Client installed at home
Outside Groups who reserve VWCC classrooms for software seminars
Real Player (audio player)
 

Hardware components considered in Tier Three:

Campus PCs purchased as standalone PCs – supported by department in which PC resides
Home PCs – supported by owner of PC
Hardware components that are not within the supported TSS standard
Hardware components purchased without TSS approval.

Tier Three Support:

 Customer Satisfaction

Customers will be surveyed on a periodic basis through the Quality Assurance Program.

  Document last updated on 05/27/2004 , DWH.