SERVICE LEVEL AGREEMENTS

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University Office & Lab Printing Service Level Agreement

 Approved by Chancellor's office and iCIT, January 9, 2012

1. Overview

This is a SLA defining the Printing Services provided by iCIT to the campus community including:

2. Service Description

iCIT provides support for all University owned printers used in Faculty and Staff offices on campus in addition to providing printing services in the General Access Labs, Library and Classrooms for PC and Mac computers. In addition iCIT sets up and manages devices in high use, revenue generating, public printing areas using the Pharos software system.

In Scope Services Out of Scope/ Unsupported

3. Service Groups

The type and configuration of a device defines its service group, the services offered vary depending on which group a particular device falls. Individual instances may vary.

Service Group Setup and Configuration Planning Consultation and Procurement Diagnosis and Repair of Hardware Problems Diagnosis and resolution of print quality and paper handling issues Printer maintenance contract Software based print management services

Managed Network Printing

X

X

X

X

X

X

Non-networked Laser Printers

X

X

X

X

X

 

Revenue Generating Pharos Printing

X

X

 

 

 

X

Networked Document Centers

X

X

 

 

 

 

Ink-jet Printers

X

X

 

X

 

 

  Additional Information:

4. Related Costs & Funding

5. Roles & Responsibilities

Incidents will be prioritized on a three level scale as follows...

Impact Level

Explanation

Examples

Initial Response Time

Impact Level 1

Campus-wide impact of critical importance

A service affecting all Networked Printing, i.e. iPrint is down.

iCIT will respond within 30 minutes.

Impact Level 2

Single building or multiple users affected, but remainder of Campus still functioning

Network problems in a single building preventing use of networked printers

iCIT will respond within four hours.

Impact Level 3

Individuals are affected

A single printer is not functioning.

Helpdesk will respond within two business days.

 

6. Service Requests and Incident Reporting

All communications regarding service requests or incident reporting should be through TSC, this ensures that a record of the request or incident is created and maintains an audit trail and history of the event. Inform TSC if there is a mission critical failure rather than trying to contact a technician directly, TSC will escalate the issue as required.

Hours of Coverage and Escalation Procedures

Service Requests Campus noticing problems with office or lab printing equipment shall initially contact the Helpdesk.

Phone Number: 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 the helpdesk website for summer and extended 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.

* For printers enrolled in the program, iCIT is responsible for the repair and maintenance costs that may be incurred during the fiscal year. University-owned laser printers from HP and Dell are eligible for the program. The maintenance fee is $50.00 per year for each black and white printer and $75.00 for each color printer. The costs for consumables remain the responsibility of the department and are not covered by this agreement. Toner and imaging/drum kits are considered consumables. In addition, it is the responsibility ofthe departments to use the printers within manufacturer warranty and guidelines.