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Service Level Agreement

Student E-mail Service Level Agreement

Purpose

Define the roles and responsibilities of the College supporting the student e-mail service.

Goal

Provide student e-mail service 24 hours a day 365 days a year, except during planned down times and when situations are beyond the control of the College.

What the College will Provide or Support

  • Student e-mail server, Internet accessibility, and network connectivity to the server from College-owned equipment.
  • The student an Office 365 account to send and receive e-mail, including the capability to attach files. Office 365 OneDrive to share and store files.
  • Computer equipment, software, and printers located throughout the College in the libraries, Learning Centers, and Student Services centers.
  • The student/faculty member the ability to subscribe to listservs to allow them a centralized location for communicating information on specific subjects.
  • Written and electronic documentation on how the student e-mail service is accessed and used.
  • Office 365, Internet accessibility, and network connectivity to the server from College-owned equipment.
  • The student email access link is at your My Way page. Supported browsers are At least IE 9, Firefox 12, Safari 56, and Chrome 18.
  • Resolutions of problems related to the access and use of College-provided e-mail accounts via the Web, i.e., password changes, help with attachments.
  • Computer equipment, software, and printers located throughout the College in the libraries, Learning Centers, and Student Services centers.

What the College will not Provide or Support

  • Internet Service Provider (ISP) connection.
  • Problem resolution for connection to the ISP, access to the Internet, or the speed of the connection.
  • Computer equipment and software located at home or at work, except for College-owned computer equipment.
  • Access to the Student E-mail from other than the two approved access methods (MS Internet Explorer 10 and the latest Firefox versions).

Levels of Support on Campus

If problems are experienced when using the student e-mail system from college-owned computers, contact the appropriate individual where the equipment is located.

  • A staff member in Student Services
  • A staff member in the library
  • A staff member in the Learning Center
  • A staff member in the student lab

If the staff member is unable to resolve the problem, the staff member will contact the IT Support Services. If the IT Support Services is unable to resolve the problem, an incident ticket will be created and assigned to a Network Services Technician for resolution.

Levels of Support off Campus

If problems are experienced from computers not owned by the College and the student/faculty member has ensured a good connection to an Internet Service Provider, contact 531-622-2900. For purposes of identification, please have the following information available to give to the IT Support Services:

  • Student ID Number or Social Security Number
  • Complete name
  • Address

The IT Support Services will verify the status of the account and student e-mail server availability. If the IT Support Services is unable to resolve the problem, an incident ticket will be created and assigned to a Network Services Technician for resolution.