IT Service Level Agreement Information July 1, 2018 – September 30, 2018 October 2018
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IT Service Level Agreement InformationJuly 1, 2018 – September 30, 2018
October 2018
Help Desk SLA
• The IT Help Desk has the following Service Level Agreement standards:
• Customer Satisfaction is 4.0 or greater on a 5.0 scale.
• Average speed to answer Help Desk phone calls is less than 60 seconds.
• A call abandon rate of less than 10%.
• A call resolution rate of more than 70%
• Ninety percent of chats will be answered in less than 5 minutes.
IT Help Desk SLAs July 1, 2018 – September 30, 2018
4
4.85
0
1
2
3
4
5
6
SLA Standard SLA Actual
Scal
e
Goal: +4.0 on a 5.0 scale
Customer Satisfaction Rating
70%
95.29%
0%
20%
40%
60%
80%
100%
120%
SLA Standard SLA Actual
Per
cen
tage
Goal: Call resolution rate of greater than 70%
Call Resolution Rate
10%
4.70%
0%
2%
4%
6%
8%
10%
12%
SLA Standard SLA Actual
Per
cen
tage
Goal: Less than 10% abandon rate
Call Abandon Rate
IT Help Desk SLAsJuly 1, 2018 – September 30, 2018
60
23.93
0
10
20
30
40
50
60
70
SLA Standard SLA Actual
Seco
nd
s
Goal: Less than 60 seconds
Average Speed to Answer
90%
97.77%
86%
88%
90%
92%
94%
96%
98%
100%
SLA Standard SLA ActualP
erce
nta
geGoal: Answer 90% of chats in less than 5 minutes
Answer chats
Norse Tech Bar Service Level Agreement
• The Norse Tech Bar has the following Service Level Agreement:
• Customer Satisfaction is 4.0 or greater on a 5.0 scale.
Norse Tech Bar SLA July 1, 2018 – September 30, 2018
4
5
0
1
2
3
4
5
6
SLA Standard SLA Actual
Scal
e
Goal: +4.0 on a 5.0 scale
Norse Tech Bar - Customer Satisfaction Rating
Outage Communication Service Level Agreement
• The IT Communications group has the following Service Level Agreement:
• A two week minimum notification for non-emergency related updates.
Outage Communicate Notification Service Level Agreement July 1, 2018 – September 30, 2018
100%
67%
0%
20%
40%
60%
80%
100%
SLA Standard SLA Actual
Per
cen
tage
Goal: 100% of non-emergency maintenance communicated a minimum of two weeks
Outage Communication
Network Team Service Level Agreement
• The Network team has the following Service Level Agreement:
• Campus Internet access is available greater than 99% of the time.
• Building Network services is available greater than 99% of the time.
Campus Internet Access July 1, 2018 – September 30, 2018
99%99.96%
70%
75%
80%
85%
90%
95%
100%
SLA Standard SLA Actual
Per
cen
tage
Goal: Access greater than 99% of the time
Campus Internet Access
Building Network ServicesJuly 1, 2018 – September 30, 2018
99%99.82%
70%
75%
80%
85%
90%
95%
100%
SLA Standard SLA Actual
Per
cen
tage
Goal: Building Network services available 99% or greater
Building Network Services
Business Application SystemService Level Agreement
• The Server team has the following Service Level Agreements:
• Critical business application system availability 99%+ of the time.
• Business application system availability 95%+ of the time.
Critical Business Application SystemsJuly 1, 2018 – September 30, 2018
95%
99.99%
70%
75%
80%
85%
90%
95%
100%
SLA Standard SLA Actual
Per
cen
tage
Goal: Business application systems available 95% or greater
Business Applications System Availability
Business Application SystemsJuly 1, 2018 – September 30, 2018
99%99.99%
70%
75%
80%
85%
90%
95%
100%
SLA Standard SLA Actual
Per
cen
tage
Goal: Critical Business applications system availability 99% or greater
Critical Business Applications
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