July 1, , 2018 September 30, 2018 October 2018 Help Desk SLA The - PowerPoint PPT Presentation

IT IT Service Le Level Agreement In Information July 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 IT Help lp Desk SLAs Ju July 1, , 2018 – September 30, 2018 Customer Satisfaction Rating Call Resolution Rate 6 120% 4.85 95.29% 5 100% 4 Percentage 70% 4 80% Scale 3 60% 2 40% 1 20% 0 0% SLA Standard SLA Actual SLA Standard SLA Actual Goal: +4.0 on a 5.0 scale Goal: Call resolution rate of greater than 70% Call Abandon Rate 12% 10% 10% Percentage 8% 6% 4.70% 4% 2% 0% SLA Standard SLA Actual Goal: Less than 10% abandon rate

IT IT Help lp Desk SLAs July 1, , 2018 – September 30, , 2018 Average Speed to Answer Answer chats 70 100% 60 97.77% 60 98% 96% 50 Percentage Seconds 40 94% 30 92% 23.93 90% 20 90% 10 88% 0 86% SLA Standard SLA Actual SLA Standard SLA Actual Goal: Less than 60 seconds Goal: Answer 90% of chats in less than 5 minutes

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 Norse Tech Bar - Customer Satisfaction Rating 6 5 5 4 4 Scale 3 2 1 0 SLA Standard SLA Actual Goal: +4.0 on a 5.0 scale

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 Ju July ly 1, , 2018 – September 30, 2018 Outage Communication 100% 100% 80% 67% Percentage 60% 40% 20% 0% SLA Standard SLA Actual Goal: 100% of non-emergency maintenance communicated a minimum of two weeks

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 In Internet Access July 1, , 2018 – September 30, , 2018 Campus Internet Access 99.96% 99% 100% 95% 90% Percentage 85% 80% 75% 70% SLA Standard SLA Actual Goal: Access greater than 99% of the time

Buil ilding Network Services July 1, , 2018 – September 30, 2018 Building Network Services 99.82% 99% 100% 95% 90% Percentage 85% 80% 75% 70% SLA Standard SLA Actual Goal: Building Network services available 99% or greater

Busin iness Application System Service 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.

Cri ritical Business Application Systems July 1, , 2018 – September 30, , 2018 Business Applications System Availability 99.99% 100% 95% 95% 90% Percentage 85% 80% 75% 70% SLA Standard SLA Actual Goal: Business application systems available 95% or greater

Busin iness Application Systems July 1, , 2018 – September 30, , 2018 Critical Business Applications 99.99% 99% 100% 95% 90% Percentage 85% 80% 75% 70% SLA Standard SLA Actual Goal: Critical Business applications system availability 99% or greater