IT Service Desk - Phone Support
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1.1. IT Service Desk SLA
Statement of Intent
This agreement is between the Information Technology (IT) department and all CALIBRE departments. This document outlines the service level roles, responsibilities, and objectives of IT in support of CALIBRE's technical operations.
Scope of Services
IT supports the day-to-day operations of all CALIBRE departments through the maintenance and support of the entire IT infrastructure (CalPortal, SharePoint team sites, etc.).
Service Availability
The IT standard objective is to maintain system uptime, or availability, at 99%. The established IT service window is 24 hours a day, seven days a week. All additional schedule service windows will be reviewed with, and communicated to, the customer in advance.
Response Time
Service requests should be responded to utilizing the predefined service standard or within 1 business day by either implementing a solution or negotiating a date with the requestor. The primary method for submitting a request is using the IT Service Desk (ITServiceDesk@calibresys.com, or 703.797.8927). The tracking of the completion target date for service request will initiate after all approvals have been completed as part of the initial requesting process.
Parties to the Agreement
The IT provides enterprise technology infrastructure support, as well as business consulting services, to the divisions within CALIBRE. Our strategy is to deliver services aligned with our customers' business priorities and to pursue continuous service-delivery improvement opportunities.
The IT service structure encompasses services that are typically required by more than one Business Unit and are often delivered as a common service. This broadened structure is intended to ensure that IT operates as a seamless team and to provide integrated support groups that successfully meet the requirements of the IT Customers. Our focus is fivefold:
- Achieve financial savings by using our combined economies of scale.
- Leverage skills and knowledge by providing standardized processes and advisory services across the enterprise.
- Proactively plan and safeguard the IT Infrastructure we support.
- Ensure a high level of Customer Satisfaction and service availability.
- Advance the objectives of our divisional customers and business units.