CLTS's approach to support is predominantly behind the scenes and proactive, devoted to building and maintaining a computing environment for Campus Life staff that is robust, flexible, and secure. While our goal is total intangibility (in the form of a bug-free technological experience for our users), we’re available during extended business hours to troubleshoot errors and fix problems.
To put in a request for support, submit a ticket through Service-Now or call the Help Desk at 404-727-7777.
Service Level Agreement (SLA)
Campus Life Technology Services adheres to the industry standard ITIL framework (learn more about the ITIL framework from the Service-Now vendor: https://www.servicenow.com/products/itsm/what-is-itil.html) for an SLA in our request system, Service-Now. The methodology takes into account the impact and the urgency of the request and then sends those through a priority matrix to determine two different SLA times, the response SLA and the resolution SLA. Here is how the SLA is determined.
The IMPACT is defined by OIT at the enterprise level to assign a numeric indication of the impact.
| Impact | |
| 1 | Extensive/Widespread (Multiple Campuses) |
| 2 | Significant/Large (Single Campus) |
| 3 | Moderate/Limited (Single Building) |
| 4 | Minor/Localized (Single or few users) |
The URGENCY is defined by OIT at the enterprise level to assign a numeric indication of the urgency.
| Urgency | |
| 1 | Critical - An incident affecting the entire service resulting in the inability to perform/provide the functions of the service |
| 2 | High - An incident affecting the ability for a user to do work |
| 3 | Medium - An incident that moderatly affects the ability for a user to do work and/or a workaround exists |
| 4 | Low - An incident that does not impede the ability to do work or provide service functions |
| 5 | No Impact - An incident that has no impact or a service request requiring information or the execution of predefined tasks |
The impact and urgency are fed through the ITIL priority matrix to assign a numeric priority for the reported incident.
| IMPACT | |||||
| Priority Matrix | Extensive/Widespread | Significant/Large | Moderate/Limited | Minor/Localized | |
| Urgency | Critical | 1 | 2 | 3 | 3 |
| High | 2 | 3 | 3 | 4 | |
| Medium | 3 | 3 | 4 | 4 | |
| Low | 4 | 4 | 4 | 5 | |
The numeric priority is assigned the two SLA time frames as follows.
| GOLD | ||
| Priority (From Priority Matrix) |
Response SLA | Resolution SLA |
| P1 | 1 hour | 8 hours (1 Business Day) |
| P2 | 6 hours | 48 hours (6 Business Days) |
| P3 | 12 hours | 96 hours (12 Business Days) |
| P4 | 18 hours | 144 hours (18 Business Days) |
| P5 | 36 hours | 288 hours (36 Business Days) |
As an example, if a single user's computer is not operating and the user is unable to perform work duties as a result, the impact is 4. (single or few users). The urgency of this request, however, is a 1, since this user is unable to perform work duties. The priority matrix then yields an overall priority of 3, where a minor/localized impact is matched with a critical urgency. Under the Gold support SLA to which CLTS adheres, the incident is defined as a “P3,” which means that Campus Life Technology Services has 12 hours to respond to the customer to let them know that we have received the request and 244 hours (12 business days) to resolve the issue. Cases with extenuating circumstances could cause the SLA to extend; for example, if parts need to be ordered or if the customer doesn’t respond to a question, then the resolution time could lengthen.
CLTS offers Remote Support during live interactions. In order to share your screen for real time support please click the link below and ask your support representative for a session key.
Remote Support via BeyondTrust (BOMGAR)
