Help Desk Service Level Agreement (SLA)
Department of Technology, Massey Library and Technology
Center, (804) 523-5555
Table of Contents
Help Desk Mission Statement and Scope………………………………..2
Hours of Operation………………………………………………………2
Method for Requesting Services…………………………………………3
Responsibilities of Those Making a Request…………………………….3
Support Levels……………………………………………………………4
Priority Levels and Response Times………………………………….....4
Service Level Response..……………………………………………..…4
SLA Review and Compliance Procedures………………………………5
Addendum – Supported Technology……………………………………6
Last revision: 12/02/2016
Reynolds Help Desk Service Level Agreement
(SLA) Page 1
Mission Statement
J. Sargeant Reynolds Community College (Reynolds) provides an accessible, quality education
that develops students for success in the workplace, prepares students for successful transfer to
colleges and universities, builds a skilled workforce that contributes to regional economic
development, and promotes personal enrichment and lifelong learning.
Reynolds Help Desk Mission Statement and Values
The Reynolds Help Desk endeavors to provide prompt, reliable, and respectful service to
employees and students as we satisfy their technology support needs, while advancing the
mission of our college. Members of our team strive to improve continuously as we develop and
apply our skills and abilities through collaborative efforts, ongoing participation in professional
development activities, and the use of innovative applications of technology. We value open,
honest, and clear communication and the integrity of information and its representation.
Scope
The Reynolds Help Desk provides first-level technical support to all faculty, staff and students of
Reynolds Community College in a professional and informative manner. The Reynolds Help
Desk is dedicated to servicing the computer and technology support needs of all users by
providing detailed resolutions and general system information for common problems.
Within the Virginia Community College System, a Chancellor's Technology Expectation is that
colleges will ensure that all students, faculty, and staff have access to Tier 1 Help Desk services
to support the network, email, SIS, AIS, Blackboard, and Directory Services. The services
provided by Reynolds Help Desk, and this Service Level Agreement, meet VCCS expectations
for technology while advancing our college's mission and objectives.
Hours of Operation
Help Desk services are available during the following hours of operation, except when the
college is closed due to Holidays, Administrative Closing, or Inclement Weather. Extended
hours are available during peak times.
Regular hours 8:15 a.m. – 5:00 p.m.
Monday, Tuesday, Thursday and Friday
Wednesday 8:15 a.m. – 6:30 p.m.
Extended hours Monday through Friday 8:15 a.m. – 7:00 p.m.
Two weeks of Intensive Advising
prior to registration
Week before classes begin
First week of classes
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Method for Requesting Services:
Assistance can be requested via the following:
Phone – For password resets, students can contact the Information Center at 804-371-
3000. For other available technology support for students, faculty, and staff, contact
the Reynolds Helpdesk at (804) 523-5555. If we are not available when you call,
please leave a voicemail. We will return your call by the end of the day.
Email – request assistance via email by contacting [email protected]. We will
respond to your email by the end of the business day.
Intranet (faculty and staff) Help Desk Ticket: http://intranet.reynolds.edu/tech-
support/helpdesk/Default.aspx
Responsibilities of Those Making a Request:
Before contacting the Help Desk users should explore help that is readily available. This help
might come from the Technology Support page on the college’s website, the Help Desk Intranet
site, the help utility that is built into each application and the operating system software, and
peers in the college department. When such local help has been exhausted and assistance is
needed, users should contact the Help Desk through one of the methods described above.
In contacting the Help Desk provide the following information:
Complete contact information (first and last name, department, campus/building/room
number, and phone number/email address)
Device with which you are experiencing the problem (desktop or laptop, printer,
scanner/copier, etc.)
A clear and specific description of the problem or request, including information
regarding any error messages you may have received.
Support Levels:
The Reynolds Help Desk team determines the need for escalation of inquiries when the service
needed is beyond the scope of our services provided.
Tier 1 – Help Desk
Tier 2 – Administrative Computing Support, Academic Computing Support, Applications
Development, Network Engineering & Security, Center for Distance Learning
Tier 3 – Vendor Technician/Engineer or appropriate personnel, VCCS Information Technology
Services
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Priority Levels and Response Times
A priority scheme will be applied to all calls taken by the Help Desk and routed to technicians
according to the following criteria:
Priority Impact Definition Response Time Resolution Time
During Business
Hours
1 Critical Affects multiple people significantly 15 minutes Until fixed
2 Serious Affects a small number of people 1 hour 8 hours
significantly
3 Important Affects multiple people, but work can 2 hours 12 hours
still be performed
4 Normal Affects a small number of people, but 4 hours 24 hours
work can still be performed
5 Other Affects one person, but work can still 8 hours 24 hours
be performed.
Service Level Response
Phone: For calls placed by telephone, the Help Desk has a phone queuing system that greets the
caller, and informs them where they are in the queue, including the number of callers before
them.
Call abandonment rate and to voicemail shall be below 5%.
If calls are placed during manned hours, Help Desk will make every effort to answer promptly
calls placed in the queue. There are times when the Help Desk technician is either on the phone
or busy with other tasks. If calls roll over to voicemail, please leave a message.
Voicemail: For voicemails left on the Reynolds Helpdesk line, the following shall apply:
Respond to voicemails left during manned hours by the end of business.
Respond to voicemails left during unmanned hours during the best contact time as
indicated by the caller or within the first 4 hours of the next manned shift.
Email: For emails sent to the Reynolds Help Desk, the following shall apply:
Respond to emails left during manned hours by the end of business.
Respond to emails left during unmanned hours within the first 4 hours of the next
manned shift.
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General Metrics:
First contact resolution rate shall be 95% or better.
Customer survey satisfaction rate shall be 90% or better.
SLA Review and Compliance Procedures
This Service Level Agreement will be reviewed at a minimum once per academic year. Contents
of this document may be amended as required, provided approval is obtained and communicated
to all affected parties. The Document Owner will incorporate all subsequent revisions and obtain
mutual agreements/approvals as required. The Reynolds Helpdesk reserves the right to remove
any unsupported software if it is suspected the software causes a recurring problem on a college-
owned system. The Lead Help Desk Technician is responsible for issues relating to this SLA and
may be contacted at (804) 523-5555 or
[email protected]. Unresolved issues will be
escalated in turn to the Manager of Applications Development and Support.
The Help Desk thanks you for the opportunity to be of service.
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Addendum
Supported Technology Faculty/Staff Students
MyReynolds Access/Passwords Level 1 Level 1
SIS Level 1 Level 1
HRMS Level 1
GMAIL Level 1 Level 1
AIS Level 1
BlackBoard Level 1 Level 1
SAILS Level 1 Level 1
QUINN Level 1
Google Apps Level 1 Level 1
Dreamspark Level 1 Level 1
Symantec Endpoint Protection
Installation Level 1 Level 1
Virus definitions Level 1 Level 1
Running virus scan Level 1 Level 1
Browsers
Basic troubleshooting - Clear cache, history, Level 1 Level 1
compatibility issues, bookmarks, favorites
Internet Explorer / Edge Level 1 Level 1
Firefox Level 1 Level 1
Chrome Level 1 Level 1
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Network and Wi-Fi connectivity Level 1 Level 1
LAN password resets Level 1
Windows OS – v7, v10
Software installation – ex. Java, Adobe Reader Level 1 Level 1
Download and install Office 365 Level 1
Basic troubleshooting Level 1 Level 1
Running disc cleanup Level 1 Level 1
Mac OS
Software installation – ex. Java, Adobe Reader Level 1 Level 1
Download and install Office 365 Level 1
Basic troubleshooting Level 1 Level 1
Running disc cleanup Level 1 Level 1
Office Suite – v13, v16
Basic troubleshooting Level 1 Level 1
Outlook 365 Level 1 Level 1
Word Level 1 Level 1
Excel Level 1 Level 1
Access Level 1 Level 1
Power Point Level 1 Level 1
Mobile Devices – iPads, iPhones & Android
Downloading free apps Level 1 Level 1
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Connecting to a VCCS email account Level 1 Level 1
Connecting to a wireless network Level 1 Level 1
Basic troubleshooting – clear cache, adjust Level 1 Level 1
settings
Meet me conferencing schedule Level 1
SharePoint Level 1
Classroom Software Level 1
Lan School Level 1
Qomo Level 1
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