Service Industry and Agreements

IT Technology Support
Help Desk Service Level Agreement
Table of Contents
I.   General Information 1
II.   IT Technology Support Products and Services 2
Hours of Operation 2
Contact Information 2
Support Levels 2
Priorities and Response Times 3
Hardware Supported 3
Data Migration for New, Recycled or Reformatted Computers 4
Software Supported 4
ITD Services Supported 5
III.   Support Procedures 5
Rights and Responsibilities of Users 5

I.   General Information

This service level agreement has been written for the University of Tennessee at Chattanooga.   It outlines the technology support provided by the ITD Help Desk to the faculty and staff of the University of Tennessee at Chattanooga this document focuses on desktop support.   It outlines the procedures used to process requests and problems that are reported.   A separate agreement will be drawn up for external parties.

Draft update:   September 2009

Parties Involved:
  * ITD Technology Support
  * All units reporting to the Vice Chancellor of Finance and Operations
  * All units reporting to the Vice Chancellor for Alumni & Development
  * All units reporting to the Vice Chancellor for Student Development
  *
  * The Chancellor's Office
  * The Provost's Office
  * Continuing Education
  * Athletics
  * Any other University administrative units
  * College of Arts and Sciences
  * College of Health, Education and Professional Studies.
  * Any other University administrative units not reporting to the college/schools exempted below.

External Parties:
  * College of Business Administration
  * College of Engineering and Computer Science
  * Lupton Library
External parties provide their own means of desktop support.   Technology support provides limited support to each group. Separate agreements have been drawn up for the external parties and the level of support provided.

II.   IT Technology Support Products and Services

Hours of...