Help Desk Service Level Agreement

Scope

The following are guidelines for decision-making in the Customer Care Center (CCC) and to help CCC clients understand the services we provide. The document is limited in scope in that it sets official policy for providing help through the CCC and not the other work groups in CELTT. Services not provided by CCC may be available from another work group or entity outside KapCC. Technology is never static and it is expected that this SLA will change over time as necessary. Questions about any part of this SLA should be referred to the Customer Care Center Coordinator or the CELTT Coordinator.

Who is Covered Under This Agreement

This SLA covers all Kapi'olani Community College faculty, staff, and administrative personnel. This agreement may extend to special projects and external programs as deemed necessary by CELTT.

Mission of the Customer Care Center

Customer Care Center personnel handle trouble calls and manage the technology equipment that can be loaned to faculty, staff and external clients. For faculty and staff, they handle calls related to the campus telephones, software and hardware, and access to the campus networks. For other technology support, CCC personnel refer students to the University of Hawaii Information Technology Services (ITS).

Job Functions of the Customer Care Center

Hours of Operation

Hours of operation are subject to change. Modifications to the above schedule will be announced to campus faculty, staff, and administrative personnel via the campus bulletin.

Requesting Assistance/AV Equipment Loans and Customer Responsibilities

The CCC is the central point of contact and dispatching of all technical support, including audio-visual equipment loans, hardware and software questions and consulting, installations, networking, network connection requests, and troubleshooting. For assistance, contact the Customer Care Center via the following methods:

Computer Related Issues

General Policies of the CCC

Computer users are responsible for the following:

To help us provide you the best and quickest service when you submit a request for help, do the following:

Delays in service may occur if these recommendations are not followed.

Hardware Loan Issues

Audio/visual and computer equipment that is loaned out must be returned on the agreed upon date and time. Delays may negatively impact other customers who reserved the equipment. Costs incurred for lost or damaged equipment may be charged to the customer’s office or department.

To ensure the best service, please make loan requests as far in advance of your event as possible and no later than SEVEN DAYS BEFORE the event. Our limited pool of equipment combined with a lack of advance planning may mean the equipment is not available when you need it. Receipt of a loan request does not guarantee availability of equipment.

Before returning loaned equipment, please be sure that all accessories and cords are neatly packed.

LCD projectors and laptop computers are loaned out on a 24 hour basis.

All loan requests are handled in the order they are received. Since the pool of available AV equipment is limited, we strongly recommend that requests are made well in advance of event and no later than SEVEN DAYS BEFORE your event. Be aware that there are periods of high demand when the entire loan pool of popular items is depleted and loan requests cannot be met. Advance planning on your part will help us serve you better.

When you submit a loan request, it is immediately entered in our tracking system and you will receive a response from us when the request is received and when the request is handled/completed. You will be notified as soon as we know that your request can or cannot be fulfilled.

Hardware Support

Hardware support will be provided for any campus owned computer or audio/visual equipment. Personal computers and equipment will not be serviced by CELTT personnel.

Responsibilities of Customer Care Staff:

Responsibilities of Departments, Faculty, and Staff:

Software Support

In alignment with UH ITS policies and procedures, the Help Desk provides full installation and configuration support for the licensed software packages listed at http://www.hawaii.edu/askus/575 on campus computers.