VCC Utility Service Level Agreement
Library Management System
(NOTIS)

Customers

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

Mission

The Library Management System provides automated library services to all VCCS colleges. The ITS mission is to provide network and operations support, Help Desk support, troubleshooting, vendor management, project management, systems design and analysis, programming and testing for the Library Management 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 are network and operations support, Help Desk support, troubleshooting, vendor management, project management, systems design and analysis, programming and testing for the Library Management System.

Service Goals

  • Manage computer and network operations to maintain a 96% availability of ITS hardware and software systems during scheduled hours. (This 96% availability applies to all components housed within and under the direct control of the Network Operations Support Center. 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.
  • Deliver all projects to specification within 10% of calendar target, staffing plan, and financial budgets. Targets and budgets are set once project requirements have been documented.

Hours of Support

Coverage Hours:

  • The Library Management System is on-line system is scheduled to be available: 7:00am - 7:00 p.m. Monday - Saturday (non-holiday)
  • Batch operations will be supported 24 hours a day Monday - Friday, if needed.

Environments Supported

  • All mainframe components of the Library Management System.
  • All telecommunication and network equipment supported by ITS.
  • Hardware and software components of the Library Management System web server.

 

Method for Requesting Services

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 <1 hour
Level-2 Cycle Time 75% resolved within 24 hours of assignment
Level-3 Cycle Time (Applications) 75% resolved within 48 hours of assignment
Level-3 Cycle Time (Operations)

Severity 1 = Machine/service inoperable

Severity 2 = Impaired operations/service

Severity 3 = Non-essential resource

Temporarily unavailable

Severity 4 = Non-essential resource

Temporarily impaired

 75% resolved within 4 hours of assignment

75% resolved within 8 hours of assignment

75% resolved within 24 hours of assignment

75% resolved within 72 hours of assignment

 

Customer Satisfaction

  • Customers will be surveyed on an annual basis.