SLA for School ICT Support Team

[itgeek]

Hi

Do any schools have SLA for the school network. i have been asked to develop this, does anybody have any templates they have set up?


Thanks

[plexer]

If you do it then make sure it is enforced both ways.

Ben

[glennda]

We didn't have an SLA as such where i used to work. Although it was clearly laid out in the Staff Handbook and the priority at which items got fixed. It was something like
1. Exams
2. IT room with more then 4 desktops down
3. Single Computer used for Teaching
4. IT room with less then 4 machines down (they would just have to share and with 31 machines in a classroom normally classes were slightly smaller anyway).
5. Administration Staff (bumped up order normally just not officially )
6. everything else

It was agreed by SLT and put into place. It then stated everything should be sent to the helpdesk so that a priority for each job could be assigned (although it never was on paper).

EDIT: we also had it stated that if a ticket was not responded to by the member of staff in 2 working days then it would be closed - although this winds staff up it makes them pay attention to the emails.

[GrumbleDook]

There are still some examples on the Wiki too.
School Policies - Wiki

[steve]

This is the SLA I had at my last place: ICT Service Level Agreement 2011v2.docx