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.
|| 30 minutes (real time)
|2 hours (real time)
|| 90 minutes (work time)
| 1 work day
|| 9 hours (work time)
| 3 work days
|| 2 work days
| 5 work days
|| 5 work days
| 20 work days
Note: Work time is 8-5 pm Monday-Friday (non-holidays).
Issues reported to the Solutions Center will be prioritized based on the matrix below.
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.
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.