Classroom SLA
General Overview
The purpose of this Service Level Agreement (SLA) is to document an expected level of support provided by IS for classroom support at MCPHS University. This SLA will be reviewed periodically and evolve over time as there are changes in services or levels of support offered by Information Services.
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
IS staff regularly check 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 not familiar with prior to their first class to ensure they’re comfortable with operating the equipment in the classroom. Classroom details and help guides are available on the IS website. Faculty can also request IS support in a classroom at a scheduled time for assistance or training on classroom technology use. arrive to a classroom 5-10 minutes prior to class start time to ensure equipment is operating to their expectations.
Faculty or instructors that experience issues in a classroom should report these to the Help Desk as soon as possible. Even if class is able to continue, we ask that any and all issues are reported so they can be addressed in a timely manner for the next class utilizing the classroom technology.
Before contacting Classroom support, users should verify all explore help that is readily available. This help may be from the Information Services Website or Help Desk Support Portal Knowledgebase. Any assistance needed, users should contact Classroom Support through the Help Desk through the various methods in the next section of this 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
- Phone: x4357 from any classroom - Classroom support use only
This is the recommended method for classroom issues that are impacting class from proceeding. This number can only be reached internally as it’s intended for classroom support issues only. Anyone calling this number for general Help Desk support will be directed to hang up and call the Help Desk number.
- Online: mcphs.service-now.com
Submitting tickets through our support portal is the recommended option 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.
- Email: helpdesk@mcphs.edu
Email requests will be processed during regular business hours. - In-Person
In-person service is available on each campus should you wish to report the issue in person or have questions regarding 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 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 – 5:00pm
- Worcester: Monday – Friday, 8:00am – 5:00pm
- 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 |
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 |
|