Classroom SLA

General Overview

The purpose of the Service Level Agreement (SLA) is to document the expected level of support provided by Information Services for classroom support at MCPHS University. This SLA will be reviewed periodically and evolve as the services or levels of support offered by Information Services change.

This SLA may be updated as services change and/or to account for staffing changes.

1. Service Description

The Help Desk provides first-level technical support to all faculty, staff, and students of MCPHS University in a professional and informative manner. The Help Desk is dedicated to servicing the classroom and technology support needs of faculty and instructors by providing detailed resolutions and general system information for common problems.

2. Services

The Help Desk provides first-level support to all MCPHS students, faculty, staff, and guests. Help Desk services include, but are not limited to:

  • Classroom technology support
  • Videoconferencing / DE setup
  • Meeting, conference, and special event support

3. Roles & Responsibilities

Information Services staff regularly checks classrooms and conference rooms to ensure equipment is in good working order. Faculty and instructors should visit and familiarize themselves with a classroom they’re unfamiliar with prior to their first class to ensure they’re comfortable operating the equipment. Classroom details and help guides are available here. Faculty can also request training and consultation on classroom technology from Academic Technology.

Faculty should plan to arrive at classroom 5-10 minutes before class start time to ensure equipment is operating to their expectations. Faculty or Instructors who experience classroom issues should report them to the Help Desk as soon as possible. Even if the class can continue, we ask that all matters be reported so that can be addressed promptly for the next class utilizing the classroom technology.

Before contacting Classroom Support, users should verify that all explored help is readily available. This help may be from the Classroom Technology Libquide or Helpdesk Support Portal Knowledgebase. Users should contact Classroom Support through the Help Desk using the various methods in the next section of the document. When contacting the Help Desk, please provide the following information:

  • Complete contact information, including classroom number where assistance is needed.
  • A brief description of the Problem.

4. Requesting Service

1. Phone: x4357 from any classroom - Classroom support use only
This is the recommended method for classroom issues that prevent the class from proceeding. This number can only be reached internally, as it’s intended for classroom support only. Anyone calling this number for general Help Desk support will be directed to hang up and call the Help Desk number.

2. Online:
Submitting tickets through our support portal is recommended unless you’re currently in class and unable to teach. The portal allows tickets to be routed quickly to the appropriate team within IS. The knowledgebase inside the Support Portal has extensive help guides and documentation on common problems, many of which can be resolved immediately following the applicable article.

3. Email:
Email requests will be processed during regular business hours.

4. In-Person
In-person service is available on each campus if you wish to report the issue in person or have questions about classroom technology. Classroom support technicians will be dispatched immediately for any classroom-related issues.

  • Boston: Matricaria Tech Center, Matricaria 3009
  • Worcester: 19 Foster Help Desk, 19 Foster 2nd Floor
  • Manchester: Room 130, Brant Building

5. Hours of Operation

Classroom support is available at the same times as Help Desk hours. Hours may be extended or shortened due to finals, semester breaks, holidays, etc. In-person support hours vary by campus:

  • Boston: Monday – Thursday, 7:30am – 9:00pm | Friday, 7:30am – 6:00pm
  • Worcester: Monday – Thursday, 8:00am – 8:00pm | Friday, 8:00am – 6:00pm
  • Manchester: Monday – Friday, 8:00am – 4:00pm

Help Desk phone support is available 24/7/365. Note: This does not apply to the classroom support number x4357.

6. Support Levels

The Classroom Support and Help Desk teams determine the need for escalation of inquiries when the service needed is beyond the scope of our services provided.

  • Tier 1: Classroom Support
  • Tier 2: Classroom Support Leadership
  • Tier 3: AV Vendor Technician/Engineer

7. Priority Levels & Response Times

Priority Levels

Priority Impact Definition Response Time
(During business hours)
Target Resolution Time
1 Critical A problem that affects the entire University community or multiple classrooms. Within 10 minutes Within 20 minutes
2 High A problem that affects an entire class. Within 15 minutes Within 30 minutes
3 Medium A general service request or problem with workaround solution. Within 8 hours Within 2 working days
4 Low A minor issue with limited effect on class. Work scheduled to be completed around class. Within 2 working days Within 5 working days
5 Planning A long-term project or service request. Within 5 working days As planned

Determination of Priority Levels

  Impact: The potential impact that an unresolved issue has on the ability of classes to continue.
  High Medium Low
Urgency: The speed that is considered appropriate to resolve an issue of a given impact. High 1 2 3
Medium 2 3 4
Low 3 4 5