VCC Utility Service Level Agreement
E-mail

Customers

College faculty, staff, and students; VCCS ITS and System Offices staff.

Mission

The ITS Supported E-mail system allows customers to send and receive mail with each other and with Internet E-mail users throughout the world. The ITS mission is to provide Student and/or Faculty and Staff E-mail account administration, Help Desk services, hardware and software troubleshooting, network and operations support, and systems design and analysis for any college choosing to use the ITS E-mail system.

Location

  • Primary site:
    Featherstone Professional Center
    1807 Heugenot Road, Suite 114
    Midlothian, VA 23113 

Contacts

  • Client Services - (804) 423-6757
  • Lead, Client Services - (804) 423-6745
  • Director, Client Services - (804) 423-6744
  • Email - cssupport@vccs.edu
    Fax - (804) 378-4360

 Services Covered

The services provided by the ITS include:

  • Creation and maintenance of Student and/or Faculty and Staff Email accounts. Options are also provided for local administration of email accounts by college staff.
  • Hardware and operating system support of ITS servers including installation, maintenance, troubleshooting, and upgrades.
  • server support including installation, maintenance, troubleshooting, and upgrades.
  • Eudora client software support.
  • First, second and third level Help Desk support.

Service Goals

  • Manage E-mail servers to maintain a 98% availability of Utility systems during scheduled hours. (This 98% availability applies to all components housed within and under the direct control of the Utility. Outages of vendor-controlled and/or college-based resources – e.g., ATM network components under the management of Bell Atlantic, Sprint, or Virginia Tech and/or CISCO equipment located at remote campuses – are beyond immediate Utility management control and are not included in this calculation.)
  • Log all support calls with an immediate goal of resolving 50% at level-1 and a long-term goal of resolving 75% at level-1.

Hours of Support

Coverage Hours:

The E-mail servers will be available 24 hours per day/ 7 days per week except when maintenance is required. Regular maintenance will be scheduled during the following non-production hours:

10pm – 7am Monday – Friday

and

12 noon Saturday – 7am Monday

Maintenance will be performed during production hours only in the case of an emergency.

Environments Supported

  • Critical Path's Internet Message Server version 5.1 or above, running on NT 4.0/SP6 or above, or Windows 2000.
  • Eudora Client version 5.1 or above on Windows 98, Windows NT, or Windows 2000.

Method for Requesting Services / Reporting Problems:

Requests are made via the Issue Trak problem management system. Roles and responsibilities of the Help Desk and the CSL are listed on the CSC web.

 

Support Levels

Level

Responsibility
Level-1 Help Desk Support technician
Level-2 Client Services technician/engineer
Level-3 ITS or vendor technician/engineer

 

Web Support

Service Metrics

   
1st Call Resolution 50% resolved at initial call
Level-1 Cycle Time 75% resolved or assigned <2 hours
Level-2 Cycle Time (Client Services) 75% resolved within 8 hours of assignment
Level-3 Cycle Time (Vendor) 75% resolved within 48 hours of assignment

 

Customer Satisfaction

  • Customers will be surveyed on an annual basis.