ITS General Service Level Expectations

Service Description

Definitions

Incident: An unplanned interruption to an IT Service or reduction in the quality of an IT service.

Request: A defined IT offering available for customers to request, like a user account, computer hardware, or software installation.

Scope

The general campus Service Level Expectation (SLE) sets customer expectation for how one receives ITS services. The SLE reflects the way Information Technology Services (ITS) does business today, as well as the ITS service roadmap. This SLE describes response times for incidents and requests, prioritization of work, and the outage notification process.

Specific services may have additional levels of commitment for that service and will be defined separately under a service-based SLE.

Assumptions

  • Services offered are clearly defined in the service catalog, including a description of the service, service owner, how to request the service, and how to get help with the service. The service catalog is a living document and will be continually updated as services are added or retired.
  • Outages are documented and communicated to campus stakeholders through the Change Management and Incident Communication processes.
  • Services are provided in adherence to any CSU policies and/or practice directives. See individual services in the service catalog under “Related Practice Directives” for more information.
  • Party requesting service will be responsive to inquiries and be available if needed to be present. The response and resolution expectations are based on IT-dependent actions. Time awaiting customer response is excluded from this expectation. Customers are advised to interact with IT in a timely manner. The urgency may be upgraded or downgraded while ITS is working on services restoration depending on an initial and continuous issue assessment and responsiveness of the reporting person/unit.

Service Hours and Response Times

Coverage hours

Normal business hours

Monday - Friday
8:00 a.m. - 5:00 p.m.

After-Hours

A technician is on-call for critical incidents reported after normal business hours. For a definition of what constitutes a critical incident, see the section on Prioritization.

For non-critical incidents, voicemail is available for next business day processing.

Monday - Friday
6:00 a.m. - 8:00 a.m. and
5:00 p.m. - 11:00 p.m.

Weekends
6:00 a.m. - 11:00 p.m.

Prioritization

Impact

Defines the consequences to the business or the number of people affected. The three types of impacts are as follows:

  • Extensive or Executive1 - Normal operations stopped resulting in significant real-time health and safety, security, or academic process issues, and/or impact to vast user population, Executive support for President or Vice Presidents
  • Significant - Inhibits between 2 and 50 users delayed or prevented from performing business functions; tasks are more difficult, but not impossible, to complete; inefficient workaround exists
  • Limited - Affects an individual user; impacts a small group of users, but a manageable workaround exists; tasks are more difficult, but not impossible, to complete
  • Non-standard - impacted service not officially supported by ITS, handled as best effort based on competing demands, not guaranteed

Urgency

Reflects the time available for repair or avoidance before impact is felt by the business. The three categories of urgency are as follows:

  • High2 - Delay in a critical service restoration results in significant impact to fiscal, health and safety, or academic business units, units with an enhanced service level, President or Vice President
  • Medium - Impacts non-critical function; has operational impact but with no direct impact on service availability
  • Low - Critical and non-critical functions continue to be performed, but are impaired per normal operation

Incident Priority Matrix

The table describes the priority level based on a combination of Impact and Urgency:

  Extensive Impact Significant Impact Limited Impact Non-Standard Impact

High
Urgency

Priority 1 Priority 2 Priority 3 Priority 5
Medium
Urgency
Priority 2 Priority 2 Priority 3 Priority 5
Low
Urgency
Priority 3 Priority 3 Priority 4 Priority 5

1 All Executive Support shall be classified as “Extensive” impact

2 All Executive and Enhanced Support shall be classified as “High” urgency

Incident Response and Resolution

Priority Response Resolution3 /Resolution Plan
Priority 1 30 minutes 4 hours
Priority 2 2 hours 8 hours
Priority 3 4 hours 16 hours
Priority 4 8 hours 40 hours
Priority 5 8 hours Best effort

3 Response and resolution times are based on business hours 8am-5pm Monday through Friday (excluding University holidays).

Service Request Response

Individual services will have varying levels of commitment for request fulfillment. Please see service-based SLEs for details. These can be viewed in the ITS Service Catalog.

Requesting Help

A customer may request help or service for services provided by ITS. To ensure your request is assigned and handled efficiently, please use one of the five methods outlined below for contacting ITS:

Online

Use the ITS support website to search available technology help guides. You can also submit a service request ticket using the online form. Using the online form via the web interface is the most efficient method for logging help or service requests and getting them properly assigned.

ITS Service Desk Phone - (415) 338-1420

Phone service is available during normal business hours, Monday - Friday, 8:00 a.m. 5:00 p.m. Messages left after hours will be processed the next business day unless categorized as a priority 1 critical incident.

Email

Email or service requests sent to service@sfsu.edu will be processed during regular business hours, Monday-Friday 8:00 a.m. - 5:00 p.m.

In-Person ITS Service Desk

In-person service is available during normal business hours on campus at ADM 110, Monday-Friday 8:00 a.m. - 5:00 p.m. Additional in-person support is available at Window 7 in the Student Services Building (SSB) from 11:00 a.m.-3:00 p.m. Monday Friday.

SFSU Mobile App

Use the SFSU Mobile app on your phone or tablet to enter a Technology Service Request. Go to IT Support & Safety > Technology Service Request.