Purpose
This Service Level Agreement (SLA) outlines the responsibilities and expectations for Library & Information Technology (L&IT) services provided by Columbus College of Art & Design (CCAD). It ensures a clear understanding of service expectations, support processes, and performance standards between L&IT and its users.
Scope
This SLA applies to all users of IT systems and services at CCAD and includes services such as:
IT infrastructure (network, email, data storage)
Classroom technology
Software and hardware support
IT security and compliance
IT Help Desk and support services
Service Hours
Information Technology provides support during the following hours:
Monday – Thursday 8:00 a.m.–6:00 p.m.
Friday 8:00 a.m.–5:00 p.m.
Saturday 8:30 a.m.–12:30 p.m.
Sunday Closed
Reporting an Incident
Users should report incidents or issues via the following channels:
At the IT Help Desk located in the Packard Library on the ground floor of the Canzani building
Phone: (614) 222-6174
Email: helpdesk@ccad.edu
Incident and Request Prioritization
Incidents and requests will be prioritized based on impact and urgency. The following levels define the urgency of each incident or request:
Priority Levels
Priority 1 (Very High): Major outage or failure affecting key services (e.g., network, email) resulting in widespread disruption.
Response Time: within 2 hours
Resolution Time: within 4 hours
Priority 2 (High): Significant issue impacting a large group of users or critical functions.
Response Time: within 4 hour
Resolution Time: within 24 hours
Priority 3 (Medium): Issues that cause moderate disruption but do not stop work completely (e.g., software glitches).
Response Time: within 24 hours
Resolution Time: within 3 business days
Priority 4 (Low): Minor issues or service requests with little to no operational impact.
Response Time: within 2 business days
Resolution Time: within 1 week
Priority 5 (Routine): Service requests for installations, upgrades, or other non-urgent needs will be addressed as follows:
Response Time: within 2 business days
Resolution Time: within 2 weeks
Planned Maintenance and Downtime
Scheduled maintenance will take place during hours when classes are not in session whenever possible. Users will be notified at least 1 business day in advance of any planned downtime. Unplanned outages will be addressed immediately, and notifications will be sent as soon as possible.
Performance Metrics and Reporting
Key performance indicators (KPIs) will be used to measure service effectiveness:
System Availability: Systems and services are operational above a certain percentage of time, based on those tracked on our IT Systems Status Page.
Response Time: Tickets of all priorities are responded to above a certain percentage.
Resolution Time: Tickets of all priorities are resolved above a certain percentage.
User Satisfaction Survey Rating: Feedback is collected through surveys automatically sent after every 5th ticket resolved per user.
Goals
System Availability: 99%
Response Time: 95%
Resolution Time: 90%
User Satisfaction Survey Rating: 90%