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Service Level Agreement (S.L.A.)

The Service Level Agreement is a formal agreement between the customer(s) and the Columbia College Technology Services Department that specifies service levels and the terms under which a service or package of services is provided to the customer. The following table outlines the response and resolution times to which Columbia College’s Technology Services Department adheres.

 Priority  SLA Response  Time SLA Resolution Time
 Critical  30 minutes (real time)
2 hours (real time)
 High  90 minutes (work time)
 1 work day
 Medium-High  9 hours (work time)
 3 work days
 Normal  2 work days
 5 work days
 Development  5 work days
 20 work days

Note: Work time is 8-5 pm Monday-Friday (non-holidays).

Impact/Urgency Matrix

Issues reported to the Solutions Center will be prioritized based on the matrix below.

Descriptions:

Campus Wide or Multiple Departments: The entire, or majority of the home campus, one of the AHE campuses, multiple departments or campuses, or if an entire system is down. Example: Campus has no internet connection and is unable to access Colleague.

Department: An entire, or majority of, a department is experiencing the same issue(s). Example: Department fax is not working.

Individual: Area of affect is one individual. Example: Joe’s computer will not boot.

Workaround Available: A solution that does not fix the initial problem but allows process/function to continue. Example: The DVD player does not work, but a DVD-ROM on the PC will work to allow the same end result.

Performance Slowed: The process is still working, but not efficiently. Example: CougarTrack takes several minutes to load, but otherwise works as expected.Business Process Stopped: An area of business is no longer functioning. Example: A specific process in Student Records has not been running.

Stopping Other Business Processes: The original problem is “breaking” other areas if business. Example: Because Touchnet is not functioning, eRegistration has been taken offline.

Emergency: Campus wide emergencies may include tornado, earthquake, etc. Department emergencies may include a fire or flood that does not impact the whole campus. Individual emergencies are similar to injury or illness.

More Information

Contact the Technology Services Solutions Center for more information about the Impact/Urgency Matrix and Service Level Agreement.

Please contact Technology Services at 573-875-4357 or 800-231-2391, ext. 4357. We are available

Monday-Thursday 7 a.m.-10 p.m.

Friday 7 a.m.-8 p.m.

Saturday 10 a.m.-6 p.m.

Sunday Noon-6 p.m.

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