Service Level Agreement (SLA)

Our Services

Our responsibility, in a nutshell, is you. We are responsible for ensuring that your computer works in a manner that will allow you to do your job. For a more in-depth description of specific technical support that we provide, please review "Services." Due to our extensive and broad clientele, we have devised a system of handling problems based on the severity of impact upon your work. The different levels can be found under "Levels." If there are any concerns or suggestions that you may have, please send us an email concerning it and we'll address the concerns and/or suggestions.


 

What We Support

Consultation

New computer recommendations

  • Please Note: It is highly recommended that before you purchase a new computer for yourself or your co-workers that you consult us and allow us to offer you a suggestion. Failure to consult us or take our suggestions into consideration can possibly lead to more problems that we may or may not be able to help you with.

Desktop Services

Installation, troubleshooting, basic training, setup and upgrades of:

  • Macintosh OS X
  • Microsoft Windows

Hardware Installation

Installation, troubleshooting, basic training, setup and upgrades of:

  • Hard Drives
  • Motherboards
  • CD-ROM/DVD-ROM
  • Memory
  • Network cards
  • Video cards
  • Sound cards
  • PDAs
  • Printers
  • Power Supply
  • Scanners

Software Applications:

Installation, troubleshooting, basic training, setup and upgrades of:

  • Adobe Suite
  • Apple iLife
  • Sophos Anti-Virus
  • Web Browsers such as: Firefox, Chrome, Safari, Internet Explorer
  • SJSU Google Mail
  • Microsoft Office Suite
  • Microsoft Outlook
  • ThunderBird

 

Process for Service Requests

While an IT Technician is out on the field, most his/her services and supports can be provided by the ITSS team. The following information is procedures and instructions to the process for service request.

End-users will follow a few simple steps to generate a service request. This is to ensure prompt and efficient service.

  • The user will call the IT Help Desk at 408.924.1530 for service request or they can generate his/her own trouble ticket request through a web-based system.
  • IT Help Desk will generate an iSupport trouble ticket when a call is received or an online ticket is received. Once an iSupport ticket is generated, the system will automatically send an email to the end-user confirming his/her request.
  • Tickets will be reviewed by ITSS technicians and the user will be contacted by a technician to attempt an over the phone resolution. If the issue is not resolved at that point, an on-site appointment will be made.
  • Once the issue has been resolved, the technician will close the iSupport ticket and an email will automatically be sent to the end-user as confirmation of completion with the resolution attached.

 

Levels

Low

  • Response Time: Within 3-4 business days
  • What constitutes a "Low": System clean-ups, disk defragmentations, disk scans, etc. Basically this is routine maintenance.

Medium

  • Response Time: Within 2 business days
  • What constitutes a "Medium": Email issues (sending, receiving, setup), printer issues, hardware installation, software installation, etc.

High

  • Response Time: Within 4 hours
  • What constitutes a "High": Virus attacks, network outages, hard drive crashes, full non-functioning computer failure, etc.

Emergency

  • Response Time: Within 1 hour
  • What constitutes a "Emergency": This level is reserved only for problems associated with Associate Deans, Associate Department Chairs, Associate Vice Presidents, Deans, the President's Office and the Provost's Office.