Support Policy
Service Level Agreement
| The ITS Service Level Agreement (SLA) defines the initial response time we agree to meet for computer problems. Below our list of response times, we have included an overview of our general responsibilities to our users
IT Support Brochure - a brochure assembled by our Field Support Analysts (FSA's) overviewing our desktop support
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SLA Response Time |
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| Level | Definition | Response Time Goal* | |
1 |
Key Server or E-mail down | immediate | |
2 |
Computer or printer failure resulting in work stoppage | < 2 hours | |
2 |
Computer not making network connection | < 2 hours | |
2 |
User's primary application not working or critical application question | < 4 hours | |
3 |
Work is proceeding but in impaired fashion | <1 bus. day | |
3 |
General troubleshooting or application question | <1 bus. day | |
3 |
Request for general information | <1 bus. day | |
3 |
Application Q&A | <1 bus. day | |
4 |
Account creation | < 3 bus. days | |
4 |
System Rebuild | < 1 week | |
4 |
New hardware setup | < 2 weeks | |
4 |
Software installation | < 2 weeks | |
4 |
Training | < 2 weeks | |
| * FSA should contact user and if possible start work within listed times. Depending upon the nature of the problem, a resolution may take longer
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Comprehensive Support Policy - Specific information about what CPU's and Operating Systems are supported
Overview of Responsibilities
ITS Responsibilities
- Provide network infrastructure and secure space on HKS servers for departmental and personal work related data.
- Maintain a backup system that makes scheduled backups of all HKS servers.
- Protect systems and plan for disaster recovery procedures.
- Establish security protocols and procedures.
- Create user accounts and provide passwords for controlling access to servers.
Your Responsibilities
- Protect equipment and software assigned to you from physical harm or loss.
- Keep passwords private.
- Do not share account login names or passwords with any other person, vendor, et al. HKS directories and mailing lists are considered confidential and the compilation or redistribution of the information is forbidden.
- Create backup copies of personal files on a regular basis.
- Keep virus protection updated on office and home computers.
- Keep Windows OS updated to prevent security breaches.
Computer Accounts and Passwords
HKS Computer Accounts are only available for active members of the HKS community. User accounts are considered private, but IT Staff may need to view specific data when troubleshooting a problem. IT recommends reviewing Harvard's Policy on Passwords for the safest password procedures.
Quotas
There are email and data storage quotas for all faculty, staff, and students. Information on specific quotas is available from HKS IT support personnel
