SERVICE LEVEL AGREEMENTS

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Class Climate Service Level Agreement

Overview

This is a Service Level Agreement (“SLA”) between the campus community and iCIT to document:

Service Description

Class Climate is the campus enterprise online course evaluation system.  Departments will provide evaluation questions which will be put into an electronic format by iCIT.  Students will be invited to complete the evaluation through emails sent automatically by the system.  Results of evaluations will be sent to department chairs and their designees.

Roles & Responsibilities

Evaluation Preparation & Creation

Departments will send a list of questions (scaled, single answer, multiple answer, or free response) to iCIT through evals@uww.edu. Departments may reuse previous questionnaires and are encouraged to use the same questionnaire department wide. Departments will also identify participating instructors and courses.  

Department Chair Responsibilities:

iCIT Responsibilities:

Evaluation Deployment

Students will be emailed an invitation to participate in an electronic evaluation of their course and its instructor. Students should follow the instructions in the email invitation to access and complete the online evaluation survey. During the evaluation window, reminders will be sent to students who have not yet completed the evaluations.

Support for students will be provided by the Helpdesk.  Students can call 472-4357 or email helpdesk@uww.edu during normal business hours

Department/Instructor Responsibilities:

Student Responsibilities:

iCIT Responsibilities:

Report Delivery

Department Chairs will receive a single PDF file via email containing all of the reports for their department. This same file can also be sent to the department assistant upon request of Department Chair. Instructors can receive reports for their courses upon approval by the Department Chair. These reports are delivered within two business days of grades becoming available to students.

The reports contain the response totals for each question and the typed answers for free response questions. Results for single and multiple choice questions are displayed in a bar graph format. Results for scaled questions are shown in a histogram format and will include the following statistics: Mean, Median, and Standard Deviation.

Additionally, a report of student respondents of a given course evaluation may be requested. These reports will be delivered to the requesting instructor within two business days of the end of the evaluation window. Requests to customize reports will be considered and evaluated based on the complexity of the modification and cost to implement.

Department Chair Responsibilities:

iCIT Responsibilities:

Requesting Service

Service Acquisition

Departments wanting to participate in using Class Climate should send a request to evals@uww.edu.

In Scope Services
Out of Scope Services

All service requests shall be made to the Helpdesk (472-4357).  Service will be prioritized on a three level scale.

Impact Level Explanation Examples Initial Response Time

Impact Level 1

Campus-wide impact of critical importance

Not applicable for Class Climate

 

Impact Level 2

Campus-wide impact

 

System is unavailable during scheduled evaluation window.

iCIT will respond within one business day.

Impact Level 3

Individuals are affected

 

An individual student has problems using Class Climate.

 

The Helpdesk will attempt to help the student over the phone.  Further help will be within one business day.

Informational Request

Individuals need information on how to use Class Climate

An instructor has questions about Class Climate.

Helpdesk will respond within one business week.

Impact Level 2 and 3 service requests will be handled during normal business hours.  If a department/division does not receive a contact within the specified time for their Impact Level, an email should be sent to sla-icit@uww.edu.

Hours of Coverage and Escalation Procedures

Students should use the Helpdesk for questions about responding to the course evaluation surveys that cannot be answered by the instructor. Phone: 472-HELP (472-4357) or helpdesk@uww.edu.

The hours during academic sessions are:

Monday-Thursday:  8 AM - 9 PM
Fridays: 8 AM - 4:30 PM
(Check helpdesk.uww.edu for summer and extended hours.)

Fees and Expenses

Departments will be charged $.07/survey distributed to students.