Student Service Level Agreement

Information Technology Services > At A Glance

Our Service Level Agreement (SLA) defines the level of technical support and service that can be expected by the community. In the SLA you will find definitions of what is supported and how uptime is measured.

Student Help Center Support

• Assist students with computing problems in the computer labs, computer classrooms and with the residence hall computer labs.
• Provide basic troubleshooting and first-level Network support for students' PCs.
• Provides first and second level troubleshooting for all laptops.

Level 1: Quick Fixes

• Name computers
• Put systems on the domain
• Help to log on and change accounts
• Provide basic information
• Train on use
• Help with back up
• Check devices

Level 2: Troubleshoot and Research (approx. 15-20 min.)

• How to download and use Spyware and Antivirus
• Help users remove Viruses and Spyware from computers
• Help users Install programs
• Non- campus standard computers on the network

Laptop Repair Center Support

Distributes and collects college owned laptops and provides level 3 support for laptops (more advanced support).

Level 3: Computer Repair, research and troubleshooting

• Hardware failures - Call in and support college recommended laptops
• Software conflicts
• Re-imaging as needed - college recommended laptops only
• More advanced troubleshooting and research
• Distributes and collects all temporary loaners for students having their college recommended laptops needing depot repair.

Terms of service for all Support Desks

1. Technical Support

Student employees are not licensed technicians and are not allowed to open the box to your personal computer. If you bring your computer to the Student or Laptop Helpdesk, a student employee or staff will look at it. By granting this employee such permission, you are waiving any and all liability resulting from something unexpected occurring, like loss or corruption of data. During this time you must also stay and watch what the student employee or staff is doing to your machine.

Please remember that Student Helpdesk employees cannot install hardware, software, and/or operating systems for you, even if you waive the liability.

2. Network Support

If there is trouble with the network in your dorm room the Student Helpdesk offers first-level troubleshooting over the phone. If troubleshooting does not help two employees from the Student Helpdesk will visit your room to check the network jack. If, at that time, it is determined that the network jack is not working properly, they will then put in a ticket detailing the situation and a network specialist will fix the problem in the order that it was received.

3. Network Drives

Your student account has a 100MB limit for files that can be placed on your desktop. If you go over this limit you will be unable to access your profile. In the event that this happens, we (ITS Staff) must then access your account and remove files. Music files, video files, large applications and games should not be saved here and may be deleted.

"Y" Drives (your home drives) are to be used for academic purposes only. Use of this drive for storage of MP3 files, software installs (i.e. setup.exe), large applications and games is prohibited.