SERVICE LEVEL AGREEMENT TO SUPPORT AGSM
COMPUTER SYSTEMS & USERS
AIM
The goal of the AGSM IT Department is to ensure that staff and students have continuous access to all appropriate computing technology during normal working hours and those servers and services that provide this technology are available 24 hours per day seven days a week.
SCOPE
This agreement covers IT support of the AGSM internal desktop/laptop systems (staff
and student) and their associated network and server requirements.
A separate document will be produced outlining sets of processes and procedures that will describe the actions necessary to achieve the service levels specified below.
PROBLEM MANAGEMENT
The telephone operated Help Desk will be the first point of contact to provide help desk
support (a “walk-in” service will also be used in the IT support area). This service will
allow AGSM system users to log problems and IT staff will then log incidents and
allocate appropriate IT or business support resources.
Where the problem is not immediately resolved on the telephone, clients will receive an
email acknowledgement that the Help Desk call has been logged. Upon resolution of
problem, clients will be sent email indicating that the issue has been resolved and client
will be expected to confirm resolution of the problem by return email.
SUPPORT OPERATION HOURS
Activity Description Hours of Support
Direct User Support  Core business hours Mon-Fri 07.30 – 18.30
Extended hours By request for specific projects/events
(preferably 5 days notice and charges may be
incurred)
Support outside of above hours.  Severity 1 problems at IT Operations
Manager discretion. Other request to IT
Operations Manager.
RESPONSE, SEVERITY AND RESOLUTION TIMES
The following severity levels are applicable in accordance with AGSM requirements. Problems are coded to indicate the SEVERITY of the loss of service to the business. Clients are informed of Severity level assigned by email (see below for explanation of severity levels).
Resolution times are based on commercial standards; targets are based on AGSM expectations. Response time indicates that a technical person from AGSM IT has contacted the person who logge
d the call to clarify the exact problem and begin immediately resolution of problem or indicate the resolution plan.
Severity Definition Response Resolution
(Target)
Prty1  – Critical • Server hardware or operating
system not working.
• Backup systems not working
• Server based software used by
multiple users not working
• Lecture theatre equipment not
working (during or immediately
prior to use)
• Equipment required for immediate
teaching not working
• Multiple ports on network switch
faulty
• Internet/AARNet connections
faulty
• Multiple UTP wire fault
• Router fault
• Firewall fault
• Intrusion detection
Immediate
Action until
resolved or
alternate in
place
2 hours
(1 hour)
Prty 2  – Severe • Server based software used by
single users not working
• Lecture theatre equipment not
working
• etc
1 hour 8 hours
(3 hours) •
Prty 3
– Limited • The application or system operates
with minor fault but can still perform
primary purpose
• The application or system is not
operational but:
o Alternatives are readily
available
o Application or system not
required for 3 or more days
• Printer faulty (alternate available)
• Fax faulty (alternate available)
4 hours    3 days
(1 day)
Prty 4  – Minimal • The application or system operates
with minor fault but can still perform
primary purpose
• The application or system is not
operational but:service fault
o Alternatives are readily
available
o Application or system not
required for 3 or more days
• Printer faulty (alternate available)
• Fax faulty (alternate available
1 day    5 days
(3 days)
Prty 5 • The application or system operates
with minor fault but can still perform
primary purpose
• The application or system is not
operational but:
o Alternatives are readily
available
o Application or system not
required for 3 or more days
• Printer faulty (alternate available)
• Fax faulty (alternate available 5 days 10 days
(7 days)
None • Requests agreed with the client to be
scheduled at a future date eg.
o Department and equipment
moves.
o Upgrade requests, hardware
software.
o New installations, PC’s,
hardware software.
• These requests will be automatically
upgraded to SEV3 status at an agreed
date (date set at time of request).
N/A N/A
Service Requiring Vendor Support
Where equipment and software vendors’ support is required for problem resolution, their time to resp
ond is added to the above targets. Callers logging the problem are informed that vendor has been called and vendors’ normal response times. [While vendor support contracts will vary from time to time, currently:  critical servers are on a 4 hour (8-5) response; network devices on a 2-4 hours response; and PC’s & printers are on a next working day response.]
ESCALATION PROCEDURES
All escalation procedures are to be undertaken by the IT Group.
Problems of Severity 1 will be addressed upon notification to the IT group and will be escalated to the appropriate IT Manager/Supervisor after one hour of non-resolution. The problems will then be escalated to IT senior management after a two hour period from notification.  AGSM staff affected will be notified hourly – by bulletin board
and/or Web- as to the status of any Severity 1 problem that is escalated.
Problems of Severity 2 will be addressed upon notification to the IT group and will be escalated to the appropriate IT Manager/Supervisor after three hours of non-resolution. The problem will then be escalated to IT senior management after a 8 hour period from notification. Department staff affected will be notified as to the status of any Severity 2 problem that is escalated.
Severity 3, 4 & 5 problems are classed as ‘non-critical’ and will be corrected after Severity 1 and 2 problems.  Problems of Severity 3, 4 & 5 will be addressed upon notification to the IT group and will be escalated to the appropriate IT
Manager/Supervisor after a pre determined time of non-resolution. Any outstanding problems will be added to the list of items to be prioritised and discussed at the AGSM IT group’s weekly meetings.
MONTHLY REPORTING & SUPPORT SERVICES REVIEW
The IT group will have a monthly review meeting to prioritise service requests, review progress against previous month support activities, statistics & targets, and to discuss any other issues relating to the Support Services.  [This is apart from daily supervision and overseeing of Help Desk activities and response times.]
The IT group will be responsible for compiling a Monthly Performance report for presentation at AGSM IT Advisory committee meetings where priorities and progress will be monitored and any change recommendations assessed for implementation.  The AGSM IT Advisory Committee will determine the specific details of these reports.

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