Service Level Agreements

The following are service levels we are striving to achieve in an effort to improve communication and support to our customers.

 

FSA Tech Support

PRIORITYDEFINITIONRESPONSE TIMEEXAMPLE
1 - URGENTBusiness has stopped at a critical pointResponse: Within 1 business hour.
Resolution within 24 hours.
Computer crashed, BFBP domain password resets for all systems.
2 - HIGHBusiness impeded but not critical
Response within 4 business hours. Resolution within 2-3 business days
E-mail problem, Can not access Software, Server/Network, Domain, Banner, Windstar, e.g., )
3 - MEDIUMRequests and Low Priority Problems
Response within 8 business hours. Resolution: 2-5 business days.
Desktop software, printer down (other printer options exist), system access.
4 - GENERALRoutine Tasks/Questions
Response within 8 business hours. Resolution: 2 - 10 working days
Maintenance/software requests, computer seems slow, hardware related, information, redirects. Questions on Desktop software. Laptop/Projector requests make sure to add date requested and add to calendar.

 

Solutions Management

PRIORITYDEFINITIONRESPONSE TIMEEXAMPLE
1 - URGENTWork stoppage. Executive need. System outage.Acknowledge within one business hour.
Resolution within one business hour.
Org chart updates from Senior VP.
High profile webpage is down.
2 - HIGHDepartmental management needs. Remediation of tasks. Business cycle needs with hard end dates.Acknowledge within one business hour.
Resolution within 4 business hours.
Purchasing at FY end.
System loads and required changes. Updating per diem rate documentation.
3 - MEDIUMRoutine operations and tasks.Acknowledge within 24 hours.
Begin work within 2-5 business days. Provide estimated completion date.
Basic web content updates.
Change item codes in Cashnet.
Property inventory scanner troubleshooting.
4 - GENERALNon-recurring requests.Acknowledge within 24 hours.
Provide estimated completion date.
Note: these requests typically are converted to a project or require more effort than a request.
Request for security review.
Evaluate special hardware and software requests.

 

RMR Support

PRIORITYDEFINITIONRESPONSE TIMEEXAMPLE
1 - URGENTWork stoppage. Executive need. System outage.Acknowledge within 1 business hour. Resolution within 24 hoursRedirect password reset for BDMS. AppXtender WX is down. Executive/legal requests
2 - HIGHDepartmental management needs. Remediation of tasks. Business cycle needs with hard end dates.Acknowledge within 4 business hours. Resolution within 2-3 business days.BDMS troubleshooting
3 - MEDIUMRoutine operations and tasks.Acknowledge within 24 hours. Begin work within 2-5 business days. Provide estimated completion date.Grant BDMS access. Disposition (confidential and non-confidential) Retention Research, BDMS Corrections/Deletions
4 - GENERALNon-recurring requests.Acknowledge within 24 hours. Provide estimate. Resolution within
Note: these requests typically are converted to a project or require more effort than a request.
Training requests, BDMS Projects, Upgrades to BDM, Records Review.