IET Service Level Statement
IET offers a number of services to our clients: Kwantlen students, faculty, employees and alumni, as well as some limited services to non-Kwantlen groups such as customers of Facilities rentals.
This service level statement describes the service level that our clients can expect for the services specified on the IET website.
When you contact IET for service we attempt to meet or exceed our published service goals which you will find in this document.
This service level statement will be revised as necessary to continue to meet the needs of the Kwantlen community.
If you have any questions about this default service level agreement, please contact the IET Service Desk @ 604-599-2116 (press option 3) or if your department requires a specialized service level agreement, please contact Paula Hannas @ 604-599-2390.
Overview
This service level statement pertains to the services listed on the IET website and will help you understand when services are available, when on-site support is available, IET's service goals and IET's service level objectives for on-line services.We understand that some departments or groups have unique requirements for service support; these requirements will need to be negotiated, defined and signed-off in specialized service level agreements between IET and the department or group. If your department requires a specialized service level agreement, please contact Paula Hannas @ 604-599-2390.
Service Availability
All of the services listed on the IET website are available Monday to Friday from 07:30 to 17:00.On-line services listed under academic resources, administrative services, learning technology, messaging, email and collaboration services are available 24 X 7 with the exception of Saturday from 17:00 to Sunday at 10:00. IET has a service level objective of ensuring that these services maintain an uptime of 99%.
Please note that while these services are available 24 X 7, you may experience a reduction in service during the hours of Monday to Friday 23:00 to 07:00 when daily system routines like backups, batch updates and integrity checks are being performed.
Support Availability
Support Monday to Friday 07:30 to 17:00On-site support for all the services listed on the IET website is available Monday to Friday from 07:30 to 17:00. Requests for support are made by contacting the IET Service Desk. The IET Service Desk can be contacted by web: IET Self Service, by email: servicedesk@kwantlen.ca or by phone: 604.599.2116 option 3. http://www.kwantlen.ca/iet/service_desk.html
Support Saturday and Sunday or Monday to Friday after 17:00
To request support Saturday and Sunday or Monday to Friday after 17:00 call 604-599-2116 and leave a message. All messages will be processed on the following workday with the exception of messages left which alert us to the failure of a mission critical application.
If a message indicating that a mission critical application has failed the situation will be reviewed by an IET Manager who will determine if IET technician(s) should be called out to address the reported problem.
IET will make every effort to respond as quickly as possible to messages left but cannot guarantee that the service will be restored before the next business day.
For a listing of mission critical applications please go to appendix 2.
Appendix 1
Explanation of Incident Priority
As indicated in the service desk description, the IET service desk analysts record all calls and emails to the service desk into a service management system and assign each "request for support" a service priority based on the impact and urgency of the call.Impact:
This measures how many people are affected by the service request being made, ranging from a single user to the entire University College. They are scored as follows from highest impact to lowest:
1 – Kwantlen (affecting the entire organization)
2 - Campus
3 – Building or many departments
4 – Single department or class
5 – Individual user
Urgency:
This measures the significance of the request in relation to accomplishing the goals of the University College. Is the employee able to do his job? Is the student able to access class information? While these ratings can be somewhat subjective, the intent is to fairly assess the urgency and ensure that IET responds consistently. The urgency is scored as follows from highest to lowest.
1 – Critical (unable to do job, access class information)
2 – High (unable to perform a key task but able to work around temporarily)
3 – Medium (problem is inconvenient but not crippling)
4 – Low (problem is a nuisance but ignorable)
The following grid shows how Impact and Urgency are used to establish Incident Priority:
|
\ Urgency |
1 -Critical |
2 -High |
3 -Medium |
4 -Low |
|
1-Kwantlen |
1 |
2 |
2 |
3 |
|
2-Campus |
1 |
2 |
3 |
4 |
|
3-Building/Many Depts. |
1 |
2 |
3 |
4 |
|
4-Department/Class |
1 |
2 |
3 |
4 |
|
5-Single User |
2 |
3 |
3 |
4 |
The response times associated with each priority are explained below.
Service Goals:
The IET service goals are based on the priority assigned to each incident. Specific goals are set relating to how quickly IET responds to (begins working on) an incident and on how long it takes IET to resolve the incident (restore service). These times are measured against the 'active service hours' of 0800 to 1600 weekdays.
- Resolve 75% of inquiries on first contact with the service desk.
Teaching and Administration |
|
|
Response Times
|
Resolution Times
|
Students |
|
|
Response Times
|
Resolution Times
|
Scheduled Closures
To minimize disruption to Kwantlen services, IET will schedule downtimes for maintenance/upgrades outside regular operating hours when possible. In these cases, IET will incur overtime for staff performing the maintenance/upgrade. Unless specifically indicated in a service description, all services at Kwantlen are intended to be available 24 hours per day throughout the year. If a service needs to be interrupted for maintenance, email notices will be sent out up to two weeks in advance of the downtime. Occasionally a service may be unavailable due to system failure. In such cases, the service desk will send out a notice board message and update the system status message indicating what services are affected and an estimate of when service will be restored.
IET Regular Weekly Downtime Window.
The downtime window is 5pm Saturday to 10am Sunday, the period of time during the week when usage of the Kwantlen systems and network resources are at the lowest. IET will aim to schedule most minor system changes during the window thereby minimizing disruptions. The window will be superceded if critical Kwantlen activities (e.g. web registration deadline) occur at the same time. IET will notify the Kwantlen community of all downtimes through the NoticeBoard.IET will incur overtime for staff performing the maintenance/upgrade.
Appendix 2
Mission critical applications (systems that are deemed critical to the delivery of quality teaching and learning experiences):1. Student Admissions, Registration and Records Self Service
2. Web for Faculty
3. myKwantlen
4. Moodle
5. Kwantlen.ca
6. Email
For additional information, support, training, or assistance contact us,
IET Service Desk @ 604.599.2116
Email: servicedesk@kwantlen.ca
Hours: Monday to Friday 7:30 AM to 5:00 PM
Location: 1st Floor, Arbutus Building, Surrey Campus
