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Information Technology and Telecommunications Services

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Service Catalog and Service Level Agreements (SLA)

ITTS Service DescriptionProblem CategoryResponse TimeResolution TimeExceptions/Comments

IT Service Requests*

Desktop/Laptop Hardware

4 business hours

3 business days

Temporary fix (loaner PC/Laptop) may be in place until a permanent one

IT Service Requests*

Desktop/laptop Software

4 business hours

3 business days

If department/ discipline specific software, customer must provide licensing information

IT Service Requests*

Smart Classroom Technology Issues*

4 business hours

1 business day

Major hardware/ Facility infrastructure failure may cause the resolution time to extend longer.

IT Service Requests*

Network/Banner Account Management

4 business hours

3 business days

Provided the employee is already on campus and that he/she has a BANNER ID

IT Service Requests*

Printers

4 business hours

1 business day

If printer needs parts, it may be up to 3 business days

IT Service Requests*

Telephone Service

4 business hours

1 business day

Only service interruptions are handled this way

IT Service Requests*

All Administrative Systems failures (BANNER, CORE, Canvas LMS, One-Card, Ad Astra)

4 business hours

1 business day

Some major failures that require vendor intervention may take longer than 1 business day

IT Service Requests*

Network Connectivity

4 business hours

1 business day

Only service interruptions, not new installations.

BANNER Technical Support*

Software Upgrades

By Pre-defined Schedule

Depending on the extent, could last 2 weeks to several weeks

Customers are responsible for testing and signing off to go to production mode.

Astra Technical Support*

Software Upgrades

4 business hours
Customer must initiate a service request

Depending on the extent, could last 2 weeks to several weeks

 

CORE Cashiering Technical Support

Software/Hardware Upgrades

4 business hours
Customer must initiate a service request

Depending on the extent, could last 2 weeks to several weeks

 

Training Request

Banner, MS Office, Adobe, other office software

4 business hours
Customer must initiate a service request for one-on-one workshops

NA

Group training workshops are routinely scheduled; One-on-one workshops are offered through appointments

Web site

Division/Department/School
Individual web pages

4 business hours
Customer must initiate a service request

3 business days

Customer needs to provide name of site, list of users who should have access to edit, preferred URL, page name for one or two subpages.

New Administrative software

Acquisition & Implementation

4 business hours
Customer must initiate a service request

Depends on the complexity of the software

Customer needs to have the problem defined for which the software is needed.  It will be customer’s responsibility to identify funding as well

New Academic Software

Acquisition & Implementaiton

4 business hours
Customer must initiate a service request

Requests must be submitted to CIO by Jan 30 of the each year for Fall implementation

Faculty needs to commit time to learn and work with ITTS staff to test and administer the software.  ITTS will not fund all discipline-specific software – will depend on the % of student population affected.

Xtender/Document Imaging

New Implementation

4 business hours
Customer must initiate a service request

2 to 4 weeks

Any new hardware needed will have to be funded by the customer.

Network/Wireless Connections

New implementations

4 business hours
Customer must initiate a service request

Depending on the scope – could be 2 to 4 weeks

Customer is responsible for funding the hardware and ports.

Desktop/Laptop Deployment

Annual Refresh

4 business hours
Customer must initiate a service request if he/she is not sure of eligibility

May – Aug of each year

ITTS will contact faculty/staff who will receive new computers in February - March

Desktop/Laptop Deployment

New Employees

4 business hours
Customer must initiate a service request. Supervisors must request 1 week in advance

On the 1st day of employment

Supervisors must make the request 1 week in advance.  Employee must have a Banner ID and go through ITTS orientation

New Office Location Services

IT Services

Customer must submit a Project Request Form (PRF).

Review committee meets weekly.

Customers must provide a detail plan of office and funding source approved by the Business office.

Smart Classrooms

Annual Refresh

ITTS will visit each smart room twice a year prior to each semester and insure everything is functional

1st Week in January; Last Week in July

Projectors, bulbs, Screens, Cameras, and control systems are tested and repaired/replaced as necessary

Smart Classrooms

New Deployment

ITTS has funding and plan to deploy 5 new smart classrooms each year until all classrooms are done.

Each Summer

 

Teleconference/Video Conference Rooms

General Technical Support

ITTS will visit these rooms twice a year to insure everything is functional

1st Week in January; Last week in July

 

IT Service Requests* - these apply only to those that have been escalated to ITTS staff or those that were submitted through web. Many of the issues (password/Pin resets, software issues, etc.)  may already be resolved while the customer is on the phone with the helpdesk support staff.

Smart Classroom Technology Issues* - This apply to all smart classrooms and video conference rooms.

 

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