F&A IT
Service Level Agreement (SLA)
Corporate Technical Training
Center (CTTC) Support
September 15, 2004
Table of Contents
- Purpose
- Definitions
- Recognized Customers
- Availability
- Procedures
- Problem Types and Response Times
- Reporting Problems to IT
- Problem Status
- Escalation Procedures
- Monitoring and Reporting
- Maintenance Windows
- Notification of Outages and Changes
- Review and Approval of This SLA
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 this document.
- 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 website.
- CTTC administrator: The F&A IT staff person responsible for computer and multimedia hardware and software within the CTTC.
- Requestor: 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 website.
- 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 helpdesk@fanda.ucar.edu.
- 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 F&A management.
Reservations:
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 software.
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.
Cancellations:
It is the requestor's responsibility to inform attendees and the F&A IT Help Desk when a class has been cancelled.
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.
Access: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 general access.
Problem Types and Response Times
| Type | Definition | Response Time |
| Urgent | 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 CTTC administrator. |
| Non-urgent | 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. |
The instructor or requestor should report problems to the F&A IT Help Desk at x8888 or helpdesk@fanda.ucar.edu. 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 manager.
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".
Notification of Outages and Changes
No notification is required for routine changes and outages, other than reserving the room as "Closed for service".
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.
Review and Approval of this SLA
Written by:
Wendy Derman - CTTC administrator at time of writing
Reviews and comments:
Cheryl Cristanelli - HR Staff
Development coordinator
Alex Eschenbaum - F&A IT Operations Manager
Ilan Levy - CTTC administrator in-training
Shawn Winkelman - IT Director
Approved by F&A IT management
on 9/15/04