LIS Service Level Agreement Workgroup worksheet
Your workgroup *
Your answer
Priority 1
Priority 1 (highest)
Effects a class in session or about to begin
All or a significant portion of Middlebury cannot communicate either via telephone or email
Financial systems are down
An administrative or academic building loses network connectivity
There is a credible and potentially imminent safety threat as determined by public safety
A critical service is down or has the potential to be down for more than 30 people
Recall an incident in the past year that falls in this priority. *
Your answer
Timeframes
Note: these are NOT timeframes for resolution – only for updates and escalations.
If the time is not reasonable, please indicate what would be more realistic for your workgroup.
Initial response *
Outline of actions *
Status update to the requestor *
Escalation (manager becomes involved) *
Status update from Manager
Priority 2
Service is down for a few people, but an important deadline is looming
Student(s) cannot easily do their academic work in their room
An individual charged with performing a critical portion of college business is unable to access a service
Recall an incident in the past year that falls in this priority. *
Your answer
Initial response *
Outline of actions *
Status update to the requestor *
Escalation (manager becomes involved) *
Status update from Manager
Priority 3
Requests for services and support that come through expected channels with expected response time expectations
Service is down for a few people with no important deadline looming
A portion of services is unavailable in a specific location unrelated to classroom instruction
Recall an incident in the past year that falls in this priority. *
Your answer
Initial response *
Outline of actions *
Status update to the requestor *
Escalation (manager becomes involved) *
Status update from Manager
Priority 4
One or more individuals are inconvenienced, but there is a work around so that they can continue with their work.
Requests for service that are unrelated to academic or administrative functions and are outside of normal request process
Non- academic issue that is a direct result of a user not following documented advice and procedures
Request for services or support from a non-college group (Parents, alumni and prospective students should be considered part of the college for the purposes of this definition.)
Recall an incident in the past year that falls in this priority. *
Your answer
Initial response *
Outline of actions *
Status update to the requestor *
Escalation (manager becomes involved) *
Status update from Manager
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