Service Level Agreement

( All timings are effective once Request has been delivered )
 
Required Service Level
Service Within Office Hours Outside Office Hours
     
GENERAL    
Response to emails / letters / memos Within 1 hour after receiving the request  
Application trouble shooting and failure coordination Within 2 working hours. All calls will be forwarded to support after initial investigation
Escalation of all reported failures or problems Within 15 minutes All calls will be forwarded to on-call support after initial investigation
     
HARDWARE SUPPORT    
    Within next working day
Printers …    
Printer setup on PC within 1 working day  
Printer Troubleshooting within 1 working day  
Cartridges refill and fix within 2-3 working day  
PCs …    
PC Troubleshooting within 1 working day  
PC Hard Disk Failure 2-3 days/ vendor dep.  
PC Peripheral Failure 3 days  
Operating System Problems (standby provided) within 1 working day  
Reinstallation (standby provided) within 1 working day  
     
Laptops…    
Troubleshooting within 1 working day Within next working day
Hard Disk Failure 2-3 days / vendor dep.  
Peripheral Failure 3 days / vendor dep.  
Operating System Problems (standby provided) within 1 working day Within next working day
Reinstallation (standby provided) within 1 working day Within next working day
Install equipment for classes support The request should be sent 1 working day prior to class or events  
SOFTWARE SUPPORT    
Install new software from 3 hours  
Formatting the PC and OS setup from 3 hours to 2 working days Within next working day
Software problem fix from 1 hour to 1 working day Within next working day
Virus removal 1 to 3 hours Within next working day
Network related (internet, WiFi, LAN port setup, IP setup proxy within 1 hour Within next working day
Driver installation 1 to 3 hours Within next working day
Diagnostics of the problem 1 to 3 hours Within next working day
Information/application recovery from 1 to 2 working days  
New Application Installation within 1-2 working days  
New Hardware Installations…    
New Printer to be Setup on LAN within 1 working day Within next working day
New PC/Laptop to be setup on LAN within 1 working day Within next working day
Video Conference organization and conduction The request should be sent 2 working days prior to event  
VOICE SYSTEMS    
VoIP Telephone    
Escalation of all reported failures or problems Within 15 minutes All calls will be forwarded to the on-call support after initial investigation
New Phone setup Within 1 working day  
WEBSITE related tasks    
AUA website    
Calendar of Events within 2 hours Within next working day
Press release within 2 hours Within next working day
Factbook 2 days  
Upload  an MS Office/PDF document within 1 hour Within next working day
Webpage content change 1– 4 hours Within next working day
Redesign of a webpage 4 hours – 1 day Within next working day
Develop a website 3-5 days  
Create a form 2 hours – 1 day Within next working day
Create a photogallery 4 hours – 1 day Within next working day
Convert/Upload a video/audio file 2 hours – 1 day Within next working day
     
Moodle Online Learning System    
Add a user within 1 hour Within next working day
Change user settings/ password within 1 hour Within next working day
Assign roles within 1 hour Within next working day
Add an activity within 1 hour Within next working day
Add a course within 1 hour Within next working day
Hide a course within 1 hour Within next working day
Modify Moodle settings 4 hours – 1 day Within next working day
     
Service & Account Management    
Service Support    
     
Installation of new Service Depends on new service complexity  
Recovery of existing service under Network Admin. Group responsibility after the failure From 1 hour – 1 day Within next working day
     
Account Management    
LAN User ID and Password creation / deletion / change 1 hour for changes of one user record – up to 1 day Within next working day
Granting access rights on Servers including quotas 1 hour for changes of one user record – up to 1 day Within next working day
Account related tasks for list of users 2 days for 100 users – up to 3 days  
     
E-mail Support    
Creation / setup of new accounts, renaming & account deletion, forwarding, “out of office” message 1 hour(for changes of one user record) – up to 1 day Within next working day
Creation / setup of new accounts, renaming & account deletion (for list of users) 2 days for 100 users – up to 3 days  
E-Mail delivery problems 6 hours – up to 2 working day(s) – depends on Google support  
Mailing List Creation/ Deletion/ Changes 1 hour for changes of one mailing list – up to 1 day Within next working day
     
Internet Access    
Granting access rights on Internet Connections 1 hour(for changes of one user record) Within next working day
Granting access rights on Internet Connections (for list of users) 2 days for 100 users – up to 3 days  
IP address dedication 1 hour(for changes of one user record) Within next working day
Traffic Analyze and Report for individual users 1 hour – up to 1 day Within next working day
     
Wi-Fi Access    
AP configuration setup 2 hours up to 1 day Within next working day
Wi-Fi configuration mass changing for special events 2 hours up to 1 day Within next working day
Setup WiFi configuratoin on AUA Students & Faculty LapTops brought to ICTS room 1 hour – up to 1 day Within next working day