The purpose of this Service Level Agreement (SLA) is to document an expected level of support provided by the IS Help Desk to individual faculty, staff, and students 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 the Help Desk.
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 computer and technology support needs of all users by providing detailed resolutions and general system information for common problems.
The Help Desk provides first level support to all MCPHS students, faculty, staff, and guests. Help Desk services include, but are not limited to:
Accounts & Access
Classroom technology support
Videoconferencing / DE setup
Printer setup / maintenance
Communication & Collaboration tools
The Help Desk is unable to provide hardware support for student or any non-University owned devices.
3. Roles & Responsibilities
Before contacting the Help Desk, users should explore help that is readily available. This help may be from the Information Services Website or Help Desk Support Portal Knowledgebase. If additional assistance is still needed, users should contact 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 office or room number where assistance is needed.
Device with which you are experiencing the issue and/or requesting assistance on.
A clear and specific description of the problem or request, including exact information from any error messages you may have received.
4. Requesting Service
This is the recommended method. Submitting tickets through our support 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.
Phone service is available 24/7/365. Overflow, evening, weekend, and holiday phone support is provided by MCPHS’ third-party Help Desk partner. Due to security identity verification requirements, password resets can only be processed over the phone or in-person.
In-person service is available on each campus:
Boston: Matricaria Tech Center, Matricaria 3009
Worcester: 19 Foster Help Desk, 19 Foster 2nd Floor
Manchester: Room 130, Brant Building
5. Hours of Operation
Standard Help Desk in-person support is provided Monday through Friday from 8:00am – 5:00pm. Hours may be extended or shortened due to finals, semester breaks, holidays, etc. In-person support hours vary by campus: