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====== IT Service Level Agreement ======

This document describes what is and what is not supported by the IT department.

===== What is supported? =====

  * [[protected:Network]]
  * Managed Computers (domain joined computers)
  * [[printers|Managed Printers/Scanners]]
  * [[protected:start#servers|Servers]]
  * [[norstar|Phones]]
  * [[protected:start#digital_signs|Digital Signs]]
  * [[Projectors]]
  * [[Software]]

==== What is excluded from support ====

  * [[bring_your_own_device|BYOD]]
  * personal devices
  * Rogue network, devices and software

===== Who is being supported? =====

[[Employees]]  (IT needs to be able to have a list of employees)

===== Where is support provided? =====

IT support is provided on campus but excluding the following areas:

  * locker rooms,
  * changing rooms,
  * locker room offices,
  * bathrooms,
  * prophet's chamber.

===== When is support provided? =====

support is provided during open hours Monday through Friday 8:00 - 16:30 IT infrastructure Services (network, servers) are available for use 6:00 - 18:00 IT infrastructure Services (network, servers) may not be available for use 18:00 - 6:00

===== How long will we take to complete support requests? =====

The work order system uses priorities, but not urgency fields. we should map out priorities to urgency to severity

  * Highest - IT Emergency. Outage prevents multiple people from being able to do any work. all resources go to this item until it is resolved.
  * High - someone totally unable to work or a service not available to a group.
  * Medium - regular work requests. Hampered functionality until service restored
  * Low - low priority, but it needs to happen.
  * Lowest - we are putting this on the radar because we don't want to forget it, but we don't have a date due.
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