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Home Support External SLA
Contact information
Hours: Monday-Friday, 7:00 a.m.- 6:00 p.m.
203-432-9000
http://www.yale.edu/its/helpdesk
Email: helpdesk@yale.edu
After hours emergency problem reporting for clients
Outside business hours, clients may report server or network outages, network viruses, or security intrusions by calling 203-432-9000 and pressing 2 to leave a message for on call Production Systems staff.
Service level
Service level at the Help Desk is primarily determined by staff availability. Staff availability is affected by the percent of time Help Desk staff are available to take calls versus performing other essential duties: the number of clients calling and the number of staff on duty.
Service level measures
- Total logged in time - logged in and ready to receive calls
- Total not ready time - not ready makes staff unavailable to take calls and should be minimized
- Average call duration - staff averages should be consistent, because everyone supports everything.
Maximum call duration is 20 minutes. - Ring time - our standard= no more than 3 rings.
- Average hold time (Industry standard = no longer than 60 seconds at one time).
- Average time to abandon (if call abandonment is happening after a long hold, it shows client is hanging up due to the long wait. If call abandonment is quick (roughly the equivalent of the recorded message, we can assume the message contained the needed information)
- Total calls presented vs. total calls answered (calls presented are the calls that rang into a staff phone. This number reflects the proportion answered of the total that rang in. The discrepancy may represent either calls missed, or clients hanging up.)
- First contact call resolution - % (Percentage of calls that are opened, logged and closed at that time. - not put in an InProgress state. This statistic is determined within the database)
- Knowledge base resolution used (use of knowledge base speedsthe time to resolve and therefore lessens call duration and increases customer satisfaction)
- Customer satisfaction (determined through Research and Communications annual survey results)
Types of support
| Item | Verify account | Install or configure | Diagnose | Initiate Fix | Functional help | Provide Information | Escalations | Make Referrals |
|---|---|---|---|---|---|---|---|---|
| Adobe Products (Acrobat, Acrobat Reader, Photoshop, InDesign) |
• | • | • | |||||
| AntiVirus | • | • | • | • | • | • | ||
| Email (subscription service) Eudora, Thunderbird, Netscape Messenger, Webmail (IMP), Pine/Biomed |
• | • | • | • | • | • | • | |
| Facilities Applications | • | • | ||||||
| Hospital Applications | • | • | • | |||||
| Library Applications | • | • | • | • | ||||
| Network | • | • | • | • | ||||
| Operating Systems Windows XP Professional, 2000, Mac OS 10.X |
• | • | • | • | • | • | ||
| Oracle Financials and Reporting (Including BUG Report Library, DWH Portal) |
• | • | • | • | • | • | • | |
| PDA | • | • | • | • | • | • | • | |
| Printing | • | • | • | • | • | • | ||
| Productivity software (i.e. Microsoft Office Suite) |
• | • | • | • | • | • | ||
| Remote access (VPN, Remote Desktop, PPP) |
• | CMC installs only | • | • | • | • | • | • |
| Reporting Tools (Brio Query) |
• | • | • | |||||
| Server-based applications: | • | |||||||
AS400 |
• | • | • | • | ||||
BMS 2000 |
• | • | • | |||||
Brio |
• | • | ||||||
GSPS/Banner |
• | • | • | • | ||||
IDX |
• | • | • | • | • | |||
Key |
• | • | • | • | ||||
YAMS/Maint |
• | • | • | • | • | |||
| Specialty Web Applications (Orbitz, EMS, SciQuest) | • | • | • | • | • | • | ||
| Web browsers (IE, Firefox, Mozilla, Safari) |
• | • | • | • | • | • | ||
| Workgroup computing | • | • | • | • | • | • | • |
Support Glossary
Verify account: Ensure account exists and is active
Install & configure: Assist in downloading software and customizing settings
Diagnose: Ask a series of organized questions to identify and repair the problem
Initiate fix: Troubleshoot and fix problem over the phone, using remote management tool such as WebEx.
Provide Functional Support: Provide how-to instructions or referral to other resources for software applications. (e.g. YSM Training On-Line Tutorial)
Make Escalation: If the problem requires support from units other than Help Desk, refer client to the Computing and Media Center (CMC), outside non Yale vendors, non Yale ISP, etc.
Make Referral: Refer client to appropriate source for information. The source can be a website, or person.
ISP: Refer client to Internet service provider for this.
Holiday /Recess Emergency Support
Contact the ITS Help Desk.
Limitations of Support
Due to the complexity of home set ups, the following support limitations may apply:
Non-Yale User Names and Passwords
ITS does not have a database of user names and passwords for Non-Yale ISPs; therefore, it is the client’s responsibility to contact their ISP for this information.
Initial Setup of Internet Access
Must be provided by ISP or client. The Help Desk will troubleshoot post-setup problems or refer to ISP if needed.
Use of Non-ITS Recommended Hardware or Operating System
ITS will provide its best effort to support these items but will limit troubleshooting for non-standard equipment. See http://www.yale.edu/its/hardware/ for our current recommendations.
Call Duration
Our maximum call duration is 20 minutes and therefore we may make a referral for extensive troubleshooting.
Use of Non-Yale Applications
Applications that are not created or supported by Yale will be referred to the application owner. For example: Gmail and yahoo mail.
Device Restrictions
ITS will provide support for one PC, one Mac, and/or one router at home when each device is connected to the internet. We do not provide support for internal home networks.
Special ISP configuration/information
It is the responsibility of the client to obtain special ISP configuration/information. i.e. static IP, server settings.
