Common use of Phone Clause in Contracts

Phone. For calls placed by telephone, the Help Desk has a phone queuing system that greets the caller, and informs them where they are in the queue, including the number of callers before them. • Call abandonment rate and to voicemail shall be below 5%. If calls are placed during manned hours, Help Desk will make every effort to answer promptly calls placed in the queue. There are times when the Help Desk technician is either on the phone or busy with other tasks. If calls roll over to voicemail, please leave a message. Voicemail: For voicemails left on the Xxxxxxxx Helpdesk line, the following shall apply: • Respond to voicemails left during manned hours by the end of business. • Respond to voicemails left during unmanned hours during the best contact time as indicated by the caller or within the first 4 hours of the next manned shift. Email: For emails sent to the Xxxxxxxx Help Desk, the following shall apply: • Respond to emails left during manned hours by the end of business. • Respond to emails left during unmanned hours within the first 4 hours of the next manned shift. Supported Technology SLA Metrix‌ Supported Technology Faculty/Staff Students Administration & Business MyReynolds Access/Passwords Level 1 Level 1 SIS Level 1 Level 1 AIS Level 1 Personnel HRMS Level 1 Communication & Collaboration GMAIL Level 1 Level 1 Canvas Level 1 Level 1 SharePoint Level 1 TeamViewer Level 1 Mobile Devices – iPads, iPhones & Android Level 1 Level 1 Microsoft Office Suite – v13, v16 Level 1 Google Drive Level 1 ZOOM Level 1 Teaching & Learning Canvas Level 1 Level 1 OnTheHub Level 1 Level 1 Navigate Level 1 Level 1 End-Point Protection Browsers (IE, Edge, Firefox, Chrome, Safari) Level 1 Level 1 Windows OS – v10 Level 1 Mac OS Level 1 Infrastructure Network and Wi-Fi connectivity Level 1 Level 1 Security Global Protect VPN Client Level 1 Windows Defender Security Center Level 1 IT Professional Services The following items are NOT covered by this SLA: • New software versions not yet adopted at the College. • Software versions more than two revision levels behind the release currently available at the College. • User provided personal software. • Textbook supplied software Please note: Password issues cannot be resolved via chat or email. A phone call is required. General Metrics • First contact resolution rate shall be 95% or better. • Customer survey satisfaction rate shall be 90% or better. Disaster Planning • A list of Xxxxxxxx IT Staff contact information, including home phone, pager, and cellular phone (if available) numbers, shall be maintained for ease of communication during an emergency. • A list of vendor contacts on the campus shall be maintained in order to notify them by phone in the event of a network failure.

Phone. For calls placed by telephone, the Help Desk has a phone queuing system that greets the caller, and informs them where they are in the queue, including the number of callers before them. • Call abandonment rate and to voicemail shall be below 5%. If calls are placed during manned hours, Help Desk will make every effort to answer promptly calls placed in the queue. There are times when the Help Desk technician is either on the phone or busy with other tasks. If calls roll over to voicemail, please leave a message. Voicemail: For voicemails left on the Xxxxxxxx Helpdesk line, the following shall apply: • Respond to voicemails left during manned hours by the end of business. • Respond to voicemails left during unmanned hours during the best contact time as indicated by the caller or within the first 4 hours of the next manned shift. Email: For emails sent to the Xxxxxxxx Help Desk, the following shall apply: • Respond to emails left during manned hours by the end of business. • Respond to emails left during unmanned hours within the first 4 hours of the next manned shift. Supported Technology SLA Metrix‌ Metrix Supported Technology Faculty/Staff Students Administration & Business MyReynolds Access/Passwords Level 1 Level 1 SIS Level 1 Level 1 AIS Level 1 Personnel HRMS Level 1 Communication & Collaboration GMAIL Level 1 Level 1 Canvas Level 1 Level 1 SharePoint Level 1 TeamViewer Level 1 Mobile Devices – iPads, iPhones & Android Level 1 Level 1 Microsoft Office Suite – v13, v16 Level 1 Google Drive Level 1 ZOOM Level 1 Teaching & Learning Canvas Level 1 Level 1 OnTheHub Level 1 Level 1 Navigate Level 1 Level 1 End-Point Protection Browsers (IE, Edge, Firefox, Chrome, Safari) Level 1 Level 1 Windows OS – v10 Level 1 Mac OS Level 1 Infrastructure Network and Wi-Fi connectivity Level 1 Level 1 Security Global Protect VPN Client Level 1 Windows Defender Security Center Level 1 IT Professional Services The following items are NOT covered by this SLA: • New software versions not yet adopted at the College. • Software versions more than two revision levels behind the release currently available at the College. • User provided personal software. • Textbook supplied software Please note: Password issues cannot be resolved via chat or email. A phone call is required. General Metrics • First contact resolution rate shall be 95% or better. • Customer survey satisfaction rate shall be 90% or better. Disaster Planning • A list of Xxxxxxxx IT Staff contact information, including home phone, pager, and cellular phone (if available) numbers, shall be maintained for ease of communication during an emergency. • A list of vendor contacts on the campus shall be maintained in order to notify them by phone in the event of a network failure.. SLA Review and Compliance Procedures This Service Level Agreement will be reviewed at a minimum once per academic year. Contents of this document may be amended as required, provided approval is obtained and communicated to all affected parties. The Document Owner will incorporate all subsequent revisions and obtain mutual agreements/approvals as required. The Xxxxxxxx Helpdesk reserves the right to remove any unsupported software if it is suspected the software causes a recurring problem on a college- owned system. The Help Desk Manager is responsible for issues relating to this SLA and may be contacted at (000) 000-0000 or xxxxxxxx@xxxxxxxx.xxx. Effective Date: May 5, 2021 Document Owner: Helpdesk Manager Version Date Author Revision Notes 20201 Version 1 05/05/2021 Help Desk Xxxxxxxx Help Desk Service Level Agreement (SLA)

Phone. For calls placed by telephone, the Help Desk has a phone queuing system that greets the caller, and informs them where they are in the queue, including the number of callers before them. • Call abandonment rate and to voicemail shall be below 5%. If calls are placed during manned hours, Help Desk will make every effort to answer promptly calls placed in the queue. There are times when the Help Desk technician is either on the phone or busy with other tasks. If calls roll over to voicemail, please leave a message. Voicemail: For voicemails left on the Xxxxxxxx Helpdesk line, the following shall apply: • Respond to voicemails left during manned hours by the end of business. • Respond to voicemails left during unmanned hours during the best contact time as indicated by the caller or within the first 4 hours of the next manned shift. Email: For emails sent to the Xxxxxxxx Help Desk, the following shall apply: • Respond to emails left during manned hours by the end of business. • Respond to emails left during unmanned hours within the first 4 hours of the next manned shift. Supported Technology SLA Metrix‌ Metrix Supported Technology Faculty/Staff Students Administration & Business MyReynolds Access/Passwords Level 1 Level 1 SIS Level 1 Level 1 AIS Level 1 Personnel HRMS Level 1 Communication & Collaboration GMAIL Level 1 Level 1 Canvas Level 1 Level 1 SharePoint Level 1 TeamViewer Level 1 Mobile Devices – iPads, iPhones & Android Level 1 Level 1 Microsoft Office Suite – v13, v16 Level 1 Google Drive Level 1 ZOOM Level 1 Teaching & Learning Canvas Level 1 Level 1 OnTheHub Level 1 Level 1 Navigate Level 1 Level 1 End-Point Protection Browsers (IE, Edge, Firefox, Chrome, Safari) Level 1 Level 1 Windows OS – v10 Level 1 Mac OS Level 1 Infrastructure Network and Wi-Fi connectivity Level 1 Level 1 Security Global Protect VPN Client Level 1 Windows Defender Security Center Level 1 IT Professional Services The following items are NOT covered by this SLA: • New software versions not yet adopted at the College. • Software versions more than two revision levels behind the release currently available at the College. • User provided personal software. • Textbook supplied software Please note: Password issues cannot be resolved via chat or email. A phone call is required. General Metrics • First contact resolution rate shall be 95% or better. • Customer survey satisfaction rate shall be 90% or better. Disaster Planning • A list of Xxxxxxxx IT Staff contact information, including home phone, pager, and cellular phone (if available) numbers, shall be maintained for ease of communication during an emergency. • A list of vendor contacts on the campus shall be maintained in order to notify them by phone in the event of a network failure.

Phone. For calls placed by telephone, the Help Desk has a phone queuing system that greets the caller, and informs them where they are in the queue, including the number of callers before them. • Call abandonment rate and to voicemail shall be below 5%. If calls are placed during manned hours, Help Desk will make every effort to answer promptly calls placed in the queue. There are times when the Help Desk technician is either on the phone or busy with other tasks. If calls roll over to voicemail, please leave a message. Voicemail: For voicemails left on the Xxxxxxxx Helpdesk line, the following shall apply: • Respond to voicemails left during manned hours by the end of business. • Respond to voicemails left during unmanned hours during the best contact time as indicated by the caller or within the first 4 hours of the next manned shift. Email: For emails sent to the Xxxxxxxx Help Desk, the following shall apply: • Respond to emails left during manned hours by the end of business. • Respond to emails left during unmanned hours within the first 4 hours of the next manned shift. Supported Technology SLA Metrix‌ Supported Technology Faculty/Staff Students Administration & Business MyReynolds Access/Passwords Level 1 Level 1 SIS Level 1 Level 1 AIS Level 1 Personnel HRMS Level 1 Communication & Collaboration GMAIL Level 1 Level 1 Canvas Level 1 Level 1 SharePoint Level 1 TeamViewer Level 1 Mobile Devices – iPads, iPhones & Android Level 1 Level 1 Microsoft Office Suite – v13, v16 Level 1 Google Drive Level 1 ZOOM Level 1 Teaching & Learning Canvas Level 1 Level 1 OnTheHub Level 1 Level 1 Navigate Level 1 Level 1 End-Point Protection Browsers (IE, Edge, Firefox, Chrome, Safari) Level 1 Level 1 Windows OS – v10 Level 1 Mac OS Level 1 Infrastructure Network and Wi-Fi connectivity Level 1 Level 1 Security Global Protect VPN Client Level 1 Windows Defender Security Center Level 1 IT Professional Services The following items are NOT covered by this SLA: • New software versions not yet adopted at the College. • Software versions more than two revision levels behind the release currently available at the College. • User provided personal software. • Textbook supplied software Please note: Password issues cannot be resolved via chat or email. A phone call is required. General Metrics Metrics‌ • First contact resolution rate shall be 95% or better. • Customer survey satisfaction rate shall be 90% or better. Disaster Planning Planning‌ • A list of Xxxxxxxx IT Staff contact information, including home phone, pager, and cellular phone (if available) numbers, shall be maintained for ease of communication during an emergency. • A list of vendor contacts on the campus shall be maintained in order to notify them by phone in the event of a network failure.

Phone. For calls placed by telephone, the Help Desk has a phone queuing system that greets the caller, and informs them where they are in the queue, including the number of callers before them. • Call abandonment rate and to voicemail shall be below 5%. If calls are placed during manned hours, Help Desk will make every effort to answer promptly calls placed in the queue. There are times when the Help Desk technician is either on the phone or busy with other tasks. If calls roll over to voicemail, please leave a message. Voicemail: For voicemails left on the Xxxxxxxx Helpdesk line, the following shall apply: • Respond to voicemails left during manned hours by the end of business. • Respond to voicemails left during unmanned hours during the best contact time as indicated by the caller or within the first 4 hours of the next manned shift. Email: For emails sent to the Xxxxxxxx Help Desk, the following shall apply: • Respond to emails left during manned hours by the end of business. • Respond to emails left during unmanned hours within the first 4 hours of the next manned shift. Supported Technology SLA Metrix‌ Metrix Supported Technology Faculty/Staff Students Administration & Business MyReynolds Access/Passwords Level 1 Level 1 SIS Level 1 Level 1 AIS Level 1 Personnel HRMS Level 1 Communication & Collaboration GMAIL Level 1 Level 1 Canvas Level 1 Level 1 SharePoint Level 1 TeamViewer Level 1 Mobile Devices – iPads, iPhones & Android Level 1 Level 1 Microsoft Office Suite – v13, v16 Level 1 Google Drive Level 1 ZOOM Level 1 Teaching & Learning Canvas Level 1 Level 1 OnTheHub Level 1 Level 1 Navigate Level 1 Level 1 End-Point Protection Browsers (IE, Edge, Firefox, Chrome, Safari) Level 1 Level 1 Windows OS – v10 Level 1 Mac OS Level 1 Infrastructure Network and Wi-Fi connectivity Level 1 Level 1 Security Global Protect VPN Client Level 1 Windows Defender Security Center Level 1 IT Professional Services The following items are NOT covered by this SLA: • New software versions not yet adopted at the College. • Software versions more than two revision levels behind the release currently available at the College. • User provided personal software. • Textbook supplied software Please note: Password issues cannot be resolved via chat or email. A phone call is required. General Metrics • First contact resolution rate shall be 95% or better. • Customer survey satisfaction rate shall be 90% or better. Disaster Planning • A list of Xxxxxxxx IT Staff contact information, including home phone, pager, and cellular phone (if available) numbers, shall be maintained for ease of communication during an emergency. • A list of vendor contacts on the campus shall be maintained in order to notify them by phone in the event of a network failure. SLA Review and Compliance Procedures This Service Level Agreement will be reviewed at a minimum once per academic year. Contents of this document may be amended as required, provided approval is obtained and communicated to all affected parties. The Document Owner will incorporate all subsequent revisions and obtain mutual agreements/approvals as required. The Xxxxxxxx Helpdesk reserves the right to remove any unsupported software if it is suspected the software causes a recurring problem on a college- owned system. The Help Desk Manager is responsible for issues relating to this SLA and may be contacted at (000) 000-0000 or xxxxxxxx@xxxxxxxx.xxx. Effective Date: May 5, 2021 Document Owner: Helpdesk Manager Version Date Author Revision Notes 20201 Version 1 05/05/2021 Help Desk 20201 Version 2 11/23/2021 Help Desk Renamed heading “Methods of Contacting Us” to “How to Reach Us.” Added heading “Overview” and included additional content. Xxxxxxxx Help Desk Service Level Agreement (SLA)