Des Moines Area Community College
Software Service Level Agreement
Purpose
This Service Level Agreement encompasses support associated with computer software packages
and operating systems. The goal of the Service Level Agreement is to better provide service to
faculty and staff to ensure that service requests are completed in a timely manner.
Software Support
Information Solutions will provide software support for members of faculty and staff at Des
Moines Area Community College. This software support pertains solely to laptops and desktop
computers owned by Des Moines Area Community College. Software support is broken into
three categories; fully supported, partially supported and not supported, that are described in
more detail below.
Fully Supported
The software packages in this category are considered part of the college standard image for each
of the listed application types. Upgrades for these standard packages will be done on all of the
college owned computers in a “reasonable” timeframe.
Operating System software will be kept up-to-date with the latest security patches and updates,
as they are made available.
Information Solutions will install, troubleshoot, and help in the use of these applications. All of
the software listed below comes installed, as appropriate to platform (Mac or PC), on newly
installed desktops/laptops.
Operating Systems
Macintosh Operating System
Windows Operating System
Desktop Applications
Adobe Flash Player
Adobe Reader
Flash Player
Java 2 SE 5
JRE
Microsoft .Net
Entourage
MS Internet Explorer
Mozilla Firefox
Windows Media Player
Microsoft Office
QuickTime
Shockwave
System Center Endpoint Protection
Windows DVD Maker
Web-Based Software Packages
A number of web-based software packages are available for use by authenticated DMACC users
and in most cases are fully supported. The list below represents the most common packages.
Webmail
Banner
Blackboard
Web Info System
my.dmacc.edu
Partially Supported
Partial support is only available for software purchased through Information Solutions. These
applications are defined as software that is necessary for departments to perform specific mission
critical duties, but is not widely used by the entire college. These applications and licenses will
be documented in an Application Tracking Library. Limited expertise and vendor technical
support can be provided as needed.
Information Solutions will only install properly licensed applications. Application installation
requests must be submitted and accompanied installation media must be delivered to the Help
Desk 30 days prior to deadline.
Not Supported
Information Solutions will not assist in installing, using or troubleshooting any products not
listed in the Application Tracking Library. Information Solutions reserves the right to remove
any unsupported software if it is suspected the software causes a recurring problem on a collegeowned system.
Information Solutions will not support the backup, restoration or transfer of personal
software or data. This includes but is not limited to personal photos, music, screen savers,
videos and toolbars.
Textbook Software
Information Solutions will not be responsible for installation or troubleshooting of software
included with textbooks. The instructor/student will be responsible for backing up all files
associated with that software.
Responsibilities of the Tech Support Help Desk
Tech Support, using ticketing software, will maintain records of incoming requests as they are
received. If a user reaches a person by telephone, or by submitting a ticket through
www.dmacc.edu/helpdesk, the Help Desk staff member will try to determine the nature of the
problem and refer the incident to the appropriate specialist. Requests will be answered based on
the “Priorities and Response Times” statement below.
Priorities and Response Times
The Help Desk will use the following guidelines in prioritizing requests and will strive to begin
working on the problem within the target timeframe. Actual response times may vary depending
on the volume of requests at any one time.
Priority
Criteria
Target Response Time *
Affects more than five individuals; or is
mission critical and there is no workaround
available.
Critical
Will call or page technicians for
immediate response. All needed
personnel within Information
Solutions are expected to work
Examples: E-Mail services are not functional;
continuously on the problem or
Banner outage; Internet outage;
coordinate with the service provider
computer/media equipment not functional
responsible for a resolution.
prior to or during a class or meeting.
Affects one to five individuals, no
workaround available.
High
Example: Business systems are inoperable
and work cannot continue until problem is
resolved.
Initial response within 1 - 8
working hours.
Affects fewer than five people, workarounds
available.
Medium
Example: Can't check e-mail from one
computer, but could use Webmail from
another computer; can’t print to a network
printer, but other printers are available.
No affect on productivity, or unsupported
software.
Low
Examples: Banner programming requests;
media/computer deliveries; data port adds,
move, change requests; workstation upgrades.
Initial response within three
working days.
Best effort as time allows, update
customer within seven days where
applicable.
* Target Response Time is defined as the time between receipt of the call and the time that an IT
Specialist begins working on the problem. Due to the wide diversity of problems that can occur,
and the methods needed to resolve them, response time IS NOT defined as the time between the
receipt of a call and problem resolution.
Rights and Responsibilities of Users
Faculty and staff
Users are given access rights as an “administrator” on the local machine. With these
“administrator” rights, all users have full access to all files/folders on the local machine. If a user
wishes to install “not supported” software, the user accepts responsibility for the legal ownership
and use of software other than that installed by Information Solutions.