Service Level Agreement (SLA) for IT Support Services

Service Level Agreement (SLA) for IT Support Services 

Effective Date: 17/09/2024 

1st Review Date: 17/01/2025 

1. Introduction 

This Service Level Agreement (SLA) defines the scope, quality, and responsibilities for IT support services provided by the IT department at ADMI. It outlines the expectations, responsibilities, and service levels for technical support offered to staff and students. 

2. Objectives 

• To ensure consistent, high-quality IT support services for staff and students. 

• To establish clear communication channels and processes for resolving technical issues. 

• To define the response and resolution times for different types of support requests. 

3. Scope of Services 

The IT department provides support for the following services: 

1. Hardware Support: 

• Maintenance and troubleshooting of computers, printers, and other peripheral devices. 

• Setup and configuration of new hardware. 

• Decommissioning of old IT hardware  

2. Software Support: 

• Installation, configuration, and troubleshooting of academic and administrative software. 

• Renewal of expired software licenses 

• License management for institutional software. 

3. Network Support: 

• Management and maintenance of the institute’s network, including Wi-Fi, LAN, and VPN services. 

• Troubleshooting connectivity issues for staff and students. 

• Network monitoring. 

4. Email and Communication Tools: 

• Support for institutional email accounts and collaboration tools (e.g., Google Workspace, Microsoft 365). 

• Troubleshooting access issues and managing accounts. 

5. Learning Management System (LMS): 

• Support for the institute’s LMS, including user account management, course uploads, and troubleshooting. 

6. ADMI website support and monitoring 

• This includes providing technical support on various issues pertaining the institute’s website as well as monitoring stats associated with the website. 

7. Vendor Management 

• Request for quotations for IT equipment, IT consumables, IT equipment repairs and general IT services such as Webhosting. 

• Supervising the IT services offered by third party vendors 

• Ensuring that third-party vendor SLAs are maintained e.g. Internet Service Providers(ISPs) 

8. IT Documentations 

• Ensuring that all IT SOPs, SLAs, agreements and contracts are readily available and up to date on SharePoint. 

4. Hours of Service 

4.1. Standard Operating Hours 

The IT department operates during the following hours: 

• Monday to Friday: 8:00 AM - 5:00 PM 

• Saturday, Sunday and Public Holidays: Closed 

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4.2. After-Hours Support 

• Limited after-hours support is available for critical issues (Priority 1). Such issues can be reported via the help desk or the emergency contact number provided below. After-hours support is provided on a best-effort basis. 

• Emergency Contact Number: 0770370686 

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4.3. Response Time outside Standard Hours 

Support requests received outside of standard operating hours will be addressed at the start of the next business day, except for critical issues (Priority 1), which will be handled as soon as possible. 

5. Service Levels 

5.1. Priority Levels 

Support requests will be categorized and prioritized as follows: 

• Priority 1 (Urgent): Major system outages or issues affecting multiple users and critical services (e.g., network outage, LMS down, Ed-Admin ERP down). 

• Priority 2 (High): Significant impact on a small group of users or important services (e.g., department-specific software issues). 

• Priority 3 (Medium): Issues affecting a single user or non-critical services (e.g., printer issues, software installation). 

• Priority 4 (Low): General inquiries, minor issues, and routine service requests. 

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5.2. Response and Resolution Times 

6. Roles and Responsibilities 

6.1. IT Department Responsibilities 

• Provide timely and effective support for all IT-related issues. 

• Communicate clearly with staff and students regarding the status of their requests. 

• Monitor and manage IT infrastructure to prevent and address potential issues proactively. 

• Maintain and update the ticketing system to ensure transparency and accountability. 

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6.2. User Responsibilities (Staff and Students) 

• Report issues promptly using the designated channels (e.g., help desk, ticketing system). 

• Provide clear and detailed descriptions of issues to facilitate faster resolution. 

• Follow IT department guidelines and policies for software and hardware usage. 

• Respond to IT department inquiries in a timely manner to ensure efficient problem resolution. 

7. Communication and Escalation 

7.1. Communication Channels 

• Help Desk: https://admi.freshdesk.com/support/home

• Email: itsupport@admi.ac.ke 

• Phone: 0770370686

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7.2. Escalation Process 

If an issue is not resolved within the specified resolution time, users may escalate the matter by contacting: 

• IT Manager: Richard Misoi - richard@admi.ac.ke 

• Head of IT: Ashish Patel - ashish@admi.ac.ke 

8. Performance Monitoring and Reporting 

The IT department will regularly monitor and report on the following metrics: 

• Number of tickets received and resolved within SLA timeframes. 

• Average response and resolution times by priority level. 

• User satisfaction ratings from follow-up surveys. 

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These reports will be reviewed on a quarterly basis to ensure continuous improvement of IT support services 

9. Review and Revisions 

This SLA will be reviewed annually, or as needed, to ensure it remains aligned with the needs of the institute. Any changes will be communicated to all stakeholders. 

Signatures: 

IT Department Representative 

Name: Richard Misoi

Title: IT Manager Manager 

Date: 08/01/2025 

Signature___________________________ 

Authorized Representative 

Name: Ashish Patel