Service Level Agreement (SLA)
Corporate Technical Training
Center (CTTC) Support
September 15, 2004
Table of Contents
The purpose of this Service
Level Agreement (SLA) is to define the relationship between Information
Technology and its customers, employees of UCAR, NCAR, and UOP, in regards
to administration and support of the Corporate Technical Training Center
(CTTC). UCAR, NCAR, and UOP will be referred to as the organization throughout
- Corporate Technical
Training Center (CTTC): A designated computer-based training
room maintained by F&A IT and available for use by the entire organization.
For detailed information, see the CTTC
- CTTC administrator:
The F&A IT staff person responsible for computer and multimedia
hardware and software within the CTTC.
The person who reserves the CTTC for a class or workshop.
- Room Reservation
System (RRS): A web application that allows employees of the
organization to reserve various rooms, including the CTTC. To place
or view reservations, see the RRS
- F&A IT Help
Desk: Central location to place requests for help from F&A
IT staff, including the CTTC administrator. To reach the help desk,
call 303-497-8888 or e-mail firstname.lastname@example.org.
- Business hours:
8:00 am - 5:00 pm Monday-Friday, excluding UCAR recognized holidays
and organization wide functions.
Any employee of the organization
may reserve the CTTC for the purposes of holding a training class or workshop
related to work or research done by the organization. Instructors and
attendees do not need to be employees of the organization.
The CTTC is available during
normal business hours. After hours use of the CTTC may be requested. Approval
for after hours use is at the discretion of the CTTC administrator and
The requestor must reserve
the CTTC by using the RRS. Classes
with hardware or software needs beyond our standard
setup require at least 60 days advance notice; more lead time is
appreciated. If the class being requested requires a change of operating
system from the previous or following class, or has other special setup
needs, a day must be left in between the previous and following classes
so that the CTTC administrator can set up the room.
The CTTC administrator will
contact the requestor within 3 business days after a reservation is
made, in order to determine if a class will have special setup needs.
For any classes with additional needs beyond our standard
hardware and software, an agreement
form must be filled out at least 60 days prior to the start of the
class, detailing what additional items the CTTC administrator is responsible
for setting up. The requestor is responsible for any additional costs,
such as the cost of rental equipment, or licensing costs for additional
Every effort will be made
to support all requests, including those that are placed with less than
60 days advance notice. However, the CTTC administrator reserves the
right to refuse a request if a class is requested on short notice, or
if a class has special needs that cannot be met. Refusals will be given
within 3 business days of the request, and will include an explanation
of why the class cannot be supported at this time.
Reservations longer than
1 week in duration must be approved by the Vice President of Finance.
The requestor should reserve the room using the RRS
as normal. Once the request is received, the CTTC administrator will
facilitate the approval process.
It is the requestor's responsibility
to inform attendees and the F&A IT Help Desk when a class has been
It is the CTTC administrator's
responsibility to cancel the request in the RRS.
The CTTC administrator will
place a cancellation notice on the classroom door, upon request.
Entrance to the building
requires a security card with general access rights. Non-employee instructors
may obtain a security card on the day of their class by visiting the
receptionist at Center Green #4, 3065 Center Green Drive, between 8-4:30.
If a card is needed prior to the day of class, this may be arranged
by contacting the F&A IT Help Desk. The requestor is responsible
for providing access to non-employee attendees.
The CTTC itself is unlocked
during normal business hours. If after-hours access is required, the
requestor must obtain an access card by contacting the F&A IT Help
Desk. This applies to all employees, because the CTTC locks do not provide
Types and Response Times
||Any problem that prevents
or reduces functionality for a class in session. Examples: the projector
is not working; students can't print.
Within 15 minutes.
After hours support will
be determined on a case-by-case basis, at the discretion of the
||Any problem that is noted
in the training center, but does not affect the current class. Examples:
A monitor is not working, but the student is able to switch to a different
workstation; one of the overhead lights is not working
As soon as possible,
without disrupting the current class.
Within 5 business days.
Problems to IT
The instructor or requestor
should report problems to the F&A IT Help Desk at x8888 or email@example.com.
Should an urgent call be routed to voice mail during business hours, marking
the message urgent will page the help desk cell phone. To mark a message
urgent, press # after leaving your message, and then press 2 when prompted.
The help desk technician will
request details on the nature of the problem, and relay the information
to the CTTC administrator if the problem cannot be resolved over the phone.
The CTTC administrator will respond to the caller in a timely fashion
as defined in this SLA.
For urgent problems, the CTTC
administrator will respond in person. They will assess the problem, and
communicate to the caller what can be done to fix or work around the issue.
If the problem cannot be fixed immediately, the administrator and caller
will determine the best method and timeline for resolving the problem,
without causing disruption to the class.
For non-urgent problems, a
trouble ticket will be created. Most classes are short, so that the original
caller will no longer be using the room by the time the problem is fixed.
When appropriate, the CTTC administrator will communicate the status of
the problem to the caller, in a way that does not disrupt the class.
If at any time the caller feels
that a problem is not being addressed properly, they should contact the
F&A IT Help Desk as described above, and ask to speak to the IT Operations
Backup logs are monitored to
ensure that servers in the CTTC are online. An F&A IT Operations staff
member checks the logs every business day.
The CTTC administrator is responsible
for monitoring the room, and fixing any unreported problems. The room
is checked at least once a month to ensure all equipment is functioning.
Occasionally, the CTTC administrator
may need to perform maintenance activities in the room. The CTTC administrator
will book those days in the RRS as "Closed for service".
of Outages and Changes
No notification is required
for routine changes and outages, other than reserving the room as "Closed
Long-term outages, for example
those caused by building construction, will be announced to the organization
via Today@UCAR and an e-mail to the admin_net alias.
No outages or changes will
be scheduled while a class is in session.
and Approval of this SLA
Wendy Derman - CTTC administrator
at time of writing
Reviews and comments:
Cheryl Cristanelli - HR Staff
Alex Eschenbaum - F&A IT Operations Manager
Ilan Levy - CTTC administrator in-training
Shawn Winkelman - IT Director
Approved by F&A IT management