June 24, 2010
To: UCOP Community
From: Paul Weiss, UCOP Chief Information Officer
IR&C has updated the Service Level Agreement (SLA) for the Technology Service Desk (TechDesk). The SLA now points to the service catalog on the Web site, rather than duplicate service descriptions in the document itself. The catalog is kept current as services are added or modified. We also clarified that customers need to provide requested information in a timely manner so we may fill requests or resolve issues. The updated SLA has been posted on the TechDesk Web site.
Change in Low Priority Response Timeframes
I want to highlight a change in response timeframes: Given work load and current TechDesk staffing levels, we have lengthened our response time from three to five days for low-priority items. These are routine requests for set-up and maintenance, not service outages and other problems requiring prompt resolution. We will continue to make every effort to handle requests as quickly as possible but it is important for the SLA to realistically reflect the time needed to complete an action. The pertinent section reads as follows:
Low Priority: Requests, including routine or maintenance tasks.
Examples: The department requests account creations or updates, computer set ups, directory changes, or file shares. A customer requests new software installations or asks “how to” questionsResponse Timeframe:
- Request acknowledged: within 2 hours
- Request resolved: within 5 days, provided the customer provides the necessary information, and barring circumstances outside IR&C's control
Equipment Orders
It should be noted that, with respect to equipment orders, the five-day response timeframe applies only to the TechDesk contribution, which is to provide specifications and quotes. The purchase approval and order process, in addition to vendor backorders, may affect delivery dates.
If you have any questions or concerns, please contact the TechDesk at 987-0457 or TechDesk@ucop.edu
