Admin by Request Service Level Agreement
Agreement Purpose
This Service Level Agreement has been written for California Baptist University User Services Department. The Agreement clearly defines the service levels that the HelpDesk will deliver to its faculty and staff and describes the processes performed when a local administrator (admin) request is submitted to the HelpDesk.
Agreement Parties
California Baptist University User Services
Jorge J. Mendieta, Director of User Services and Service Level Agreement Manager
Christopher Morgan, Assistant Director of User Services and Service Level Agreement Manager
California Baptist University faculty and staff (the customers).
Definitions
Admin by Request (ABR) is an application that runs on the local computer that allows staff and faculty to request temporary “Admin Rights.” This allows staff and faculty to have local admin rights to install or change settings on their assigned CBU computer on an “as needed” basis. The requests for admin approval are done through the application.
This advantage for staff and faculty is that they can install software independently without the need to contact the HelpDesk or log a ticket.
This system is operational during regular working hours and available after hours in a specific schedule to accommodate staff and faculty needs.
Hours of Operation
Business Hours
Monday – Friday, 7:00 AM to 5:00 PM
After Hours
Monday – Friday, 5:00 PM to 9:00 PM
Saturday, 8:00 AM to 4:00 PM
CLOSED
Monday – Friday, 9:00 PM to 7:00 AM
Saturday, 4:00 PM to Next Business Day
Sunday – CLOSED
Please plan your software installations accordingly.
Contacting the HelpDesk
You may contact the HelpDesk for additional assistance in three ways:
Walk-ins: James Bld., Room 160 during normal business hours
Phone: (951) 343-4444 or ext. 4444
Email: HelpDesk@calbaptist.edu
ABR Requests: Requests made during business hours will be addressed within 15 minutes. Requests made after hours will be addressed within 45 minutes. Requests made during closed hours will be addressed the next business day.
Phone Support: Phone support is available during business hours, and it is recommended to call for critical needs.
Customer Requirements
When contacting the HelpDesk, the customer will provide his/her email address, contact phone number(s), and the request description.
Condition
This Agreement is valid for one year from the start date. The customer may reapply before the end of this period, in which time the ITS Department will review and reevaluate the request. ITS will email the customer with the decision.