General Overview

The purpose of this Service Level Agreement (SLA) is to document an expected level of support provided by the ITS Help Desk to individual faculty, staff, and students at 黑洞社区. 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 黑洞社区 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 黑洞社区 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
  • Printer setup / maintenance
3. Other Services not supported by ITS Help Desk
3.1 OneStop


    • Undergraduate, Graduate, and International
3.2 Media Resource Center

Media Resource Center Website

4. Roles & Responsibilities

Before contacting the Help Desk users should explore help that is readily available. This help may be from the Information Technology Services website, or the Help Desk Support web page. 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 (first and last name, date of birth, and my黑洞社区 ID number), 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.
  • If the user has been contacted by the Help Desk, and has not responded after three (3) attempts within a one (1) week period the ticket will be closed, and no further follow-up from Help Desk will be made.
  • The Help Desk can only service computer equipment that is owned by the University. The Help Desk cannot operate or service faculty, staff, or students鈥� personal computer equipment.
5. Requesting Service
  • Online:  or
    This is the recommended method. Submitting tickets through our support portal allows tickets to be routed quickly to the appropriate team within ITS. 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@wichita.edu
    Email requests will be processed during regular business hours.
  • Phone: (316) 978-4357, Option 1.
6. Hours of Operation

Standard Help Desk remote support:

  • Monday 鈥� Friday, 8:00am 鈥� 6:00pm
  • Saturday 鈥� 9am 鈥� 6pm

In-Person support is available on campus:

  • Monday 鈥� Friday from 8:00 am 鈥� 5:00 pm
  • Jabara Hall Room 120
  • Shocker Success Center Room 320
7. ITS Help Desk Support Levels

Priority Levels

 
Priorty Impact Definition Initial Response Time (During business hours)
 Target Response 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 1 hour Within 6 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. (Columns)

Urgency: The speed that is considered appropriate to resolve an issue of a given impact. (Rows)

 
Urgency Impact: High Impact: Medium Impact: Low
High 1 2 3
Medium 2 3 4
Low 3 4 5

 *Note: The Service Level Agreement resets when moved to a new team.