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 Wichita State University. 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 WSU 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 WSU 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. 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 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 myWSU 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 HelpDesk 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 HelpDesk will be made.
  • The HelpDesk can only service computer equipment that is owned by the University. The HelpDesk cannot operate or service faculty, staff, or students’ personal computer equipment.
4. Requesting Service
  • Online: www.wichita.edu/helpdesk or https://wichita.teamdynamix.com
    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.

After business hours there is support provided by WSU’s third-party partner OneStop.

5. Hours of Operation

Standard Help Desk remote support:

  • Monday – Thursday, 8:00am – 7:00pm
  • Friday - 8:00am – 5:00pm
  • Saturday – 10am – 4pm

In-Person support is available on campus by appointment:

6. ITS Help Desk Support Levels

Priority Levels

 
         
Priorty Impact Definition Response Time 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 3 hours Within 8 hours
3 Medium A general service request or problem with workaround solution. Within 8 hours With in 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 4 4
Low 3 4 5

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

7. Other Services not supported by ITS Help Desk
7.2 Media Resource Center