Service Level Agreement
Merrimack College Information Technology Services (ITS) provides a broad range of computing and information technology services to the college community including faculty, administration, staff and students. This Service Level Agreement (SLA) documents the level of service expected of the Information Technology Services department (service provider) to the Merrimack College community (customer) and the responsibilities of the community with regard to the use of information technology within Merrimack College.
Purpose: The purpose of the SLA is to ensure that the proper elements and commitments are in place to provide consistent ITS support and delivery to the customer by the service provider.
Goal: The goal of this SLA is to obtain mutual agreement for ITS provision between Information Technology Services (service provider) and the Merrimack College community (customer).
Stakeholders: Service Providers: Academic Technology, Administrative Computing, MACK Card, Network Services, Telecommunications and User Services including the AskIT Help Desk
Customers: Faculty, Administration, Staff and Students
Hours of Operation:
During the Academic School Year, the ITS Help Desk & Walk-In Center is available during the following hours of operation:
Monday through Friday: 8:00 am to 5:00 pm
Summer Hours (based upon college policy and college calendar):
Monday through Thursday 8:00 am to 5:00 pm
Onsite service: Service is delivered during business hours. For critical network problems, onsite service is provided during waking hours, 7 a.m. to 11 p.m. All critical services are monitored 24x7, automatically alerting on-call personnel as needed.
Onsite response times: After business hours, the onsite response time for critical problems is four hours. Non-critical outages outside of waking hours will be handled at the beginning of the next day’s onsite service hours.
Call 978-837-3500 (x3500)
Visit the Help Desk on the 2nd Floor of the McQuade Library
Expected Response Times during regular business hours:
(P1 & P2 Must be called into x3500)
P1 - Highest Priority (2 Business Hours)
- Technology-related issue for President Hopey
- Technology-related issue for a Vice President
- Major system that is off-line or not operational for all users
- Major function or service that is not operational for multiple users, i.e. one building or more is down
- Critical Technology Enhanced Classroom issues during class time
P2 - High Priority (4 Business Hours)
- Services or applications are not operational for a group of users (Examples: localized wireless, printing etc.or MyMack registration is down)
P3 - Medium Priority (2-3 Business Days)
- Services or applications are not operational for a few users (Examples: virus/malware or students are unable to register for one course)
- A major function or service within an application is not operational for a few users (Example: Blackboard grading or login issue)
- A few users with an issue but still able to perform job function. (Example: a docking station is broken, however the laptop is usable)
P4 - Low Priority (3-4 Business Days)
- A minor function is not operational for one or more users who can continue to use other application functions (Example: Can print in MyMack using one browser but not another)
- Requests for equipment moves or installations (Example: office move, phone, printer, computer)
- Requests for training
- Questions about system functionality
P5 - Lowest Priority (5+ Business Days)
- Project requests (Examples: Improvements to hardware and software or equipment moves)
Maintenance: We will do our best to perform maintenance during times which will have the least impact on customers. Customer impact, IT staff availability, and vendor availability will all be taken into consideration when scheduling maintenance windows.
Service Provider Responsibilities:
- Respond to and resolve customer questions, problems with, and requests for enhancements to the application(s) to meet business needs.
- Respond to customer questions regarding application functionality.
- Respond to customer questions regarding data issues.
- Ensure that customers are adequately trained and that applications meet the business needs of the college.
- Provide clear and timely communications with the customers on outstanding issues and requests.
- Provide detailed information regarding requests. Include emails received, error messages received, examples, steps taken, parameters entered along with expected results and actual results.
- Go through the proper request channels to receive the quickest response.
- When the support staff responds via email, they may cc others to elicit assistance, keep other interested parties informed, even while away from their desks.
- Use IT as a strategic partner when making decisions to change current or purchase new, software or hardware.
- Inform IT as soon as new releases of software are planned to be implemented which may impact interfaces to other systems. Provide IT with interface change information and/or provide IT with a technical contact with the vendor.
For a list of specific Information Technology Services’ supported systems and technologies, please refer to the ITS Service Catalog.
Administrative Systems (i.e. Jenzabar, Target X, etc.)
Academic Technology (Classrooms, Blackboard, etc.)
Network Services (Infrastructure, Internet Access, etc.)
User Services (AskIT Help Desk)
Telecommunications (Telephone, Rave Alert)
For technology related questions or requests, email
call us at:
or visit us on the second floor of the McQuade Library.