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