Employee Service Level Agreement

1.0 Purpose 2.0 Term and Scope of Agreement 3.0 Scope of Service 3.1 Support Environment 4.0 Support Levels 4.1 Exceptions 4.2 Hours of Support and Availability 5.0 Hardware 6.0 Supported Operating Systems 7.0 Software 7.1 Standard Desktop Software 7.2 Other Software 7.3 Software Licensing 8.0 User Responsibility

1.0 Purpose Western University Information and Technology department (IT) provides services and support to the Western University (WU) community. The purpose of this document is to clarify roles, expectations, and provide mechanisms for resolving issues.

2.0 Term and Scope of Agreement IT and the WU user community agree to work together with mutual respect and courtesy. IT clients should contact the Help Desk with requests for software, hardware, network and telecommunications services. Help Desk requests for assistance will be handled according to assigned priority and staff availability. IT will not be responsible for loss of data on laptops or workstations. All university data should be stored on University servers. See the Data Backups Policy and the Storage of Confidential Information Policy. IT is not responsible for loss of productivity due to hardware or software issues. 3.0 Scope of Service 3.1 Support Environment IT provides technical support for all IT approved computers, telephone equipment, software, printers, and other peripherals owned by the University.

IT provides technical support for network and internet access. IT provides installation, maintenance, training and troubleshooting for supported software.

4.0 Support Levels

Severity Level 1- Emergency

Severity Level 2 -Standard

Severity Level 3 -Scheduled

Total loss of a critical resource with no circumvention or workaround in place. Example: Loss of network, computer, or server functionality. Medium impact of critical resources or total loss of a non-critical resource. Example: Loss of printing capability. Low impact of critical resource or high impact degradation of a non-critical resource. Example: Software or hardware installation, moves, or new hires.

Response within 30 business minutes.

Response within 4 business hours.

Completed by scheduled date.

* Response time definition: The amount of time the IT department will take for the initial customer contact. 4.1 Exceptions Due to the volume of calls during the opening weeks of school, finals and in other peak volume weeks, response times may be longer than normal. IT staff will inform end users if such an exception is necessary. 4.2 Hours of Support and Availability The IT Help Desk supports faculty, staff and students. IT Help Desk is located in the basement of the Library Resource Center. The Help Desk is open: Monday Friday 7:30am-5:30pm

Support requests can be submitted to the IT Help Desk through the following methods: Phone: (909) 469-5432 E-mail : [email protected] Web Requests: http://webrun.westernu.edu/itforms/itforms.jsp Emergency Support is available during non-business hours by calling Technical Support at (909) 469-5432 and selecting the emergency option. University defined technical support emergencies are system-related emergencies, not individual user issues. Example: Server down or website down is an emergency. User account locked or password forgotten type issues will be responded to during standard Help Desk hours. 5.0 Hardware Due to issues of maintenance, troubleshooting, and system stability, unsupported hardware will not be installed unless specifically authorized by the IT Department. The IT Department does not guarantee service on any non-IT authorized or out of warranty equipment. This equipment will be worked on a best-efforts basis. 6.0 Supported Operating Systems Microsoft Windows Macintosh Windows XP and Vista OS 10.4 or higher

* While Mac computers are not officially supported at Western University, we will work on them on a best effort basis. 7.0 Software 7.1 Supported Desktop Software

Microsoft Word Microsoft Excel Microsoft PowerPoint Microsoft Access Microsoft Publisher Microsoft Visio Microsoft Outlook Blackboard

Windows Media Player Norton Anti-virus Adobe Acrobat Reader Internet Explorer Banner Banweb SPSS

7.2 Other Software Due to issues of maintenance, troubleshooting, and system stability, unsupported software will not be installed on WU systems, unless specifically authorized by the IT Department. IT is not responsible for the loss of data or productivity due to installation on

unsupported software. Unsupported software will be handled on a best-efforts basis. 7.3 Software Licensing All software purchased for University use must have a valid license on record for each installation instance. Any unlicensed software is subject to removal. 8.0 User Responsibility Users can help keep their computers running smoothly and can make it easier for IT to assist them by doing a few simple things. The end user responsibilities include the following: Reporting Problems Report service problems promptly through proper channels. This means contacting the Help Desk via phone, e-mail, or online form. Availability Provide IT with access to offices and computer equipment as needed. Maintenance Tasks Make sure antivirus software is current and regularly updating virus definitions. Run Windows updates (or Mac updates) on a regular basis to insure a secure and stable system. Store University files on a network storage space or to appropriate backup media. Consult IT department before installing any software on laptops and workstations. Data Safeguarding Maintain confidentiality of University data. Use strong passwords. Do not write down or share your password. Review data security responsibilities annually by taking Basic Computer Security Course. Communication Consult with IT before purchasing software or hardware. All moves of, or changes to, equipment/software must be reported and approved by IT. Departments should relay to the Help Desk any personnel changes, so that equipment and accounts can be properly maintained and security holes narrowed.