SLA

Scope

Technology support services are provided through Distributed Computing Services. Our unit is committed to delivering quality customer service and technical solutions in support of campus-wide technology. To ensure the best possible support, DCS provides the Computing & Information Technology Center staff and other supported departmental personnel with this Service Level Agreement outlining specific services, priorities, and responsibilities related to the support of technologies in use.

This document represents a service agreement between the DCS group and all UNT faculty and staff who use technology and computing resources managed by DCS.

Note: This service level agreement is subject to modifications in response to changes in technology services and support needs.

Customer Service Statement

DCS is committed to delivering quality customer service by:

• Striving to ensure customer satisfaction
• Responding to requests for support within published time frames
• Interacting with faculty and staff in a respectful and courteous manner
• Requesting feedback regarding opportunities for improvement
• Continuously working to improve the quality of service
• Regularly reviewing and monitoring established performance indicators

Setting Priority Levels for Requests

DCS will make every effort to resolve issues as tickets are received. DCS staff will assign priorities for all tickets based on the following specifications. Actual response and resolution times may be longer or shorter depending on the volume of requests at any one time and the number of staff on duty.

In order to meet the above response and resolution times, the requester should ensure that all critical data is stored on a network drive rather than the user’s hard drive. If critical information is stored on the hard drive, the requester is responsible for making sure the information is backed up on a regular basis according to UNT's Information Resources Security Policy (policy 3.6.) section 3 that states “Users are responsible for insuring that backup copies of essential data and software used on personal computers under their control are made frequently enough to prevent unacceptable loss of such data and software.”

Performance of the DCS team’s response and resolution times will be measured via Remedy reporting.

SLA Performance

Below is a report of Remedy Tickets that have been submitted to DCS and the percentage that were completed in relation to our SLA.