Help Desk SLA
General Overview
The purpose of this Service Level Agreement (SLA) is to document an expected level of support provided by the IS Help Desk to individual faculty, staff, and students at MCPHS University. This SLA will be reviewed periodically and evolve over time as there are changes in services or levels of support offered by the Help Desk.
This SLA may be updated as services change and/or to account for staffing changes.
1. Service Description
The Help Desk provides first-level technical support to all faculty, staff, and students of MCPHS University in a professional and informative manner. The Help Desk is dedicated to servicing the computer and technology support needs of all users by providing detailed resolutions and general system information for common problems.
2. Services
The Help Desk provides first level support to all MCPHS students, faculty, staff, and guests. Help Desk services include, but are not limited to:
- Accounts & Access
- Wireless/Internet access
- Computer hardware
- Software installs
- Loaner equipment
- Classroom technology support
- Videoconferencing / DE setup
- Printer setup / maintenance
- Communication & Collaboration tools
- ID badges
The Help Desk is unable to provide hardware support for student or any non-University owned devices.
3. Roles & Responsibilities
Before contacting the Help Desk, users should explore help that is readily available. This help may be from the Information Services Website or Help Desk Support Portal Knowledgebase. If additional assistance is still needed, users should contact the Help Desk through the various methods in the next section of this document.
When contacting the Help Desk, please provide the following information:
- Complete contact information, including office or room number where assistance is needed.
- Device with which you are experiencing the issue and/or requesting assistance on.
- A clear and specific description of the problem or request, including exact information from any error messages you may have received.
4. Requesting Service
- Online: mcphs.service-now.com
This is the recommended method. Submitting tickets through our support portal allows tickets to be routed quickly to the appropriate team within IS. The knowledgebase inside the Support Portal has extensive help guides and documentation on common problems, many of which can be resolved immediately following the applicable article. - Email: helpdesk@mcphs.edu
Email requests will be processed during regular business hours. - Phone: (617) 732-2170
Phone service is available 24/7/365. Overflow, evening, weekend, and holiday phone support is provided by MCPHS’ third-party Help Desk partner. Due to security identity verification requirements, password resets can only be processed over the phone or in-person.
- In-Person
In-person service is available on each campus:- Boston: Matricaria Tech Center, Matricaria 3009
- Worcester: 19 Foster Help Desk, 19 Foster 2nd Floor
- Manchester: Room 130, Brant Building
5. Hours of Operation
Standard Help Desk in-person support is provided Monday through Friday from 8:00am – 5:00pm. Hours may be extended or shortened due to finals, semester breaks, holidays, etc. In-person support hours vary by campus:
- Boston: Monday – Thursday, 7:30am – 9:00pm | Friday, 7:30am – 5:00pm
- Worcester: Monday – Friday, 8:00am – 5:00pm
- Manchester: Monday – Friday, 8:00am – 4:00pm
Help Desk phone support is available 24/7/365.
6. Support Levels
The Help Desk team determines the need for escalation of inquiries when the service needed is beyond the scope of our services provided.
- Tier 1: Help Desk
- Tier 2: Application Development, Business Solutions Group, Systems Support Group
- Tier 3: Vendor Technician/Engineer
7. Priority Levels & Response Times
Priority Levels
|
Priority |
Impact |
Definition |
Response Time |
Target Resolution Time |
|
1 |
Critical |
A problem that affects the entire University community or a large group of users. |
Within 30 minutes |
Within 1 hour |
|
2 |
High |
A problem that affects a group of users. |
Within 4 hours |
Within 8 hours |
|
3 |
Medium |
A general service request or problem with workaround solution. |
Within 8 hours |
Within 2 working days |
|
4 |
Low |
A minor issue with limited effect on user. Work scheduled with user. |
Within 2 working days |
Within 5 working days |
|
5 |
Planning |
A long-term project or service request. |
Within 5 working days |
As planned |
Determination of Priority Levels
|
|
|
Impact: The potential impact that an unresolved issue has on the ability of the University to continue operations or deliver its services. |
||
|
|
|
High |
Medium |
Low |
|
Urgency: The speed that is considered appropriate to resolve an issue of a given impact. |
High |
1 |
2 |
3 |
|
Medium |
2 |
3 |
4 |
|
|
Low |
3 |
4 |
5 |
|