HHS IT Service Level Guidelines

Guidelines Overview

This page represents the service level guidelines between HHS IT and The College of Health and Human Sciences (HHS) for the provisioning of IT services required to support and sustain teaching, learning, and research outcomes.

Goals & Objectives

HHS IT's Mission: Build and sustain a highly efficient and effective core information technology infrastructure in support of the College of HHS strategic plan.

The purpose of this page is to ensure that the proper elements and commitments are in place to provide consistent IT service support and delivery to the College of HHS by HHS IT and other Purdue University IT service providers.

The goal of these guidelines is to obtain mutual understanding for IT service provision between HHS IT and the College of HHS.

The objectives of this page are to:

  • Provide clear reference to service ownership, accountability, roles and/or responsibilities.
  • Present a clear, concise, and measurable description of service provision to the customer.
  • Match perceptions of expected service provision with actual service support & delivery.

HHS IT Service Resolution Time Frames

HHS IT will make best effort to service related incidents and/or requests submitted by the Customer within the following time frames:

Keywords:

  • Initial Contact = contact with the user regarding the problem to discuss the issue, troubleshooting possibilities, and repairs
  • Working = customer is back up and working as usual, but this may be on a loaner computer if the original machine is broken beyond a simple fix
  • Critical - work stopped
    • Initial Contact: <2 business hours | Working: <4 business hours
    • Examples:
      • Computer will not turn on
      • Cannot connect to Internet
      • Cannot get to network storage locations
      • Keyboard or mouse is not working
  • Important - work highly impaired
    • Initial Contact: <4 business hours | Working: <8 business hours
    • Examples:
      • Specific application needed for your job is not functioning
      • Update needed for business critical application
      • Email issues
  • Request - work is not impaired but needs assistance
    • Initial Contact: <8 business hours | Working: <48 business hours
    • Examples:
      • Non-critical Software install request
      • Purchasing assistance
      • Permissions change
      • New file storage folder creation

*If the cause of the incident is beyond the supported scope of HHS IT these timelines will not be valid and will fall under the Service Level Guidelines of the service provider (e.g. ITaP, hardware vendor, software vendor)

*During high volume time period typically between August 15th to September 15th and the second to third weeks of January, please allow for extra time.

*Items not purchased through Strategic Sourcing will increase guidelines by a factor of two. 

HHS IT Service Level Guidelines

Service Scope

HHS IT will only support Purdue owned equipment, HHS IT services outlined in the Service Catalog, and facilitate support regarding ITaP managed services.

Customer Requirements

Customer responsibilities and/or requirements in support of these guidelines include:

Policies

College of Health & Human Sciences, 700 W. State Street, West Lafayette, IN 47907, (765) 494-4600

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