Whitehead Technology Services - Service Level Agreement
Table of Contents
Overview
Roles and Responsibilities
Support Hours
Contact Methods
Incident Response Guidelines
Tracked Metrics
Outage and Maintenance Communications
SLA Review
Overview:
The Whitehead Technology Services Service Level Agreement (SLA) defines the level of support that Technology Services provides to Whitehead Institute faculty and staff regarding all technology matters.
All IT Technology related services and incidents should be submitted to the Technology Services team. Technicians are trained in triaging tickets, resolving tickets, and escalating incidents to the proper teams.
Roles and Responsibilities:
2.1 Technology Services Responsibilities:
The Technology Service team will monitor all incoming IT support requests and provide support and/or escalate each incident accordingly. Technology Services will meet all response time agreements associated with individual incidents and requests, and document provided services in the IT Help Solution Knowledgebase.
2.2 End-User Responsibilities:
End-user responsibilities supporting this agreement are the following:
Support Hours:
Technology Services technicians are available 8 AM - 5 PM Monday through Friday.
Support hours exclude any holidays observed by Whitehead Institute.
End Users may submit tickets using the following contact information 24/7, and a member of the Technology Services team will work on the ticket during support hours. Many standard services, including software licensing can be requested anytime on the IT help portal.
4. Contact Methods:
Whitehead Institute faculty and staff can contact Technology Services via the following methods:
* High-priority or urgent issues can be reported by phone to ensure an expedited resolution.
5. Incident Response Guidelines
5.1 Response Times
Channel
Target
Phone (617) 258-5134
85% answered in <60 seconds
Submission via ithelp.wi.mit.edu
90% responded to in <24 hours
Email (ithelp@wi.mit.edu)
90% responded to in <24 hours
5.2 Incident Priority Matrix
5.3 Priority Matrix Impact Key:
Urgent: Institute-wide outage impacting all functions.
High: Widespread issue impacting multiple labs/departments.
Medium: Multiple users are impacted.
Low: Single user is impacted.
5.4 SLA Targets:
Priority
Response Target
Resolution Target
Urgent
15 minutes
90% in <4 hours
High
30 minutes
90% in <8 hours
Medium
2 hours
90% <3 days
Low
6 hours
90% <5 days
Requests
12 hours (if applicable)
90% <5 days
5.5 FreshService Request SLA’s:
Service level targets for requests submitted via the ithelp.wi.mit.edu service catalog can vary depending on the nature of the request.
Request Category
Response Target
Resolution Target
Hardware Quote
2 hours
90% <2 days
Hardware Setup
2 hours
90% <3 days
Software
2 hours
90% <3 days
Onboarding
2 hours
90% <4 days
5.6 Escalations:
Tickets submitted will be triaged by the Technology Services team and may be escalated to another team within IT. The ticket will then follow the SLAs outlined by the assigned team.
6. Tracked Metrics
Technology Services strives to provide the highest level of support for each incident submitted. In order to maintain this high standard, the following metrics are tracked by the Technology Services Manager.
6.1 Customer Satisfaction:
Customer satisfaction is tracked via a survey sent out once a ticket is closed. Filling out this survey provides us with useful information regarding the specific incident and any comments or concerns you wish to share.
6.2 Resolution Time:
This metric tracks the amount of time taken to mark an incident as resolved. The assigned technician will resolve the ticket once work is complete - the end-user may re-open the ticket if needed.
6.3 Time to First Response:
This metric measures the amount of time taken before the first response to an incident is sent out.
6.4 Re-opened Tickets:
This metric tracks the number of times tickets that have been marked as resolved by the assigned technician are re-opened by either the technician or end-user.
6.5 First Response Resolution:
In order to provide the most efficient service possible, Technology Services aims to resolve any incidents in as few interactions as possible. Some information gathering may be needed, but users are encouraged to provide all relevant information upon submitting a ticket to ensure the assigned technician can resolve the issue in one response.
6.6 Information Shared:
Technology Services provides information on all offered services via the IT Help Solution Knowledgebase at ithelp.wi.mit.edu. Technology Services technicians are expected to link to knowledgebase articles in 20% of tickets in order to help end-users become familiar with the location of the articles.
7. Outage and Maintenance Communications
Whitehead IT aims to minimize service disruptions to our end-users.
IT-related service outages will be communicated to end-users via email to WIBR-All-Labs and WIBR-All Administrative Departments. Downtime will fall into the following two categories:
Any planned maintenance to systems - including system maintenance and upgrades, will be communicated to all end-users at least one week in advance via email. Whitehead IT may choose to email only the impacted users but will alert all end-users for larger planned outages.
Unplanned outages include downtime with a service provider or an urgent repair to a system to prevent failure. Any unplanned outages will be communicated via email. Whitehead IT will attempt to estimate the expected time of resolution
8. SLA Review
The SLAs outlined in this document will be reviewed yearly by the Technology Services Manager and the Director of Information Technology to ensure that all information is up to date.