Global service levels

This is a Service Level Agreement that describes the general areas of support that are applicable to every ARCC service.

Service Support
Hours of Support
 
Monday – Friday, 7:30 am – 5:30 pm (winter hours)

Monday – Friday, 7:30 am – 4:30 pm (summer hours)

Saturday and Sunday, Closed

 
Contacting Support
To contact support please use the UWIT Help Desk online incident submission form at: http://www.uwyo.edu/infotech/services/helpdesk/requesthelp.asp
 
Incident Reports and Service Requests
To make a report or request, please use the support contact link above.

All questions and requests sent to userhelp@uwyo.edu will be acknowledged within 4 business hours. Some issues may take additional investigation and assignment to other Information Technology personnel. While investigation may take up to 2 business days for a solution, an initial response will be given within 4 business hours via email, and then a follow-up email or call with the solution will be made as soon as the matter is resolved.

The UWIT Help Desk files a ticket for 100% of the interactions that must be escalated; the goal is to file a ticket for 100% of all interactions as well. If the problem is not resolved on the first contact, it is escalated to an IT departmental user consultant for service on site or through remote support, or to a Support Partner within the Division of Information Technology. Open tickets assigned to the UWIT Help Desk are reviewed daily.
 
Issues that have a known answer will be responded to immediately (for example “How do I change my password”). Where solutions are not immediately available, the caller's phone number and/or email address (and other pertinent information) will be taken, and a call ticket will be assigned to the IT departmental user consultant who will contact the caller, normally within 8 business hours. If the question takes further investigation, then up to 2 business days may be needed for a resolution to be sent back to the client. The UWIT Help Desk can be contacted at any time to check the status of the issue.

Questions submitted on weekends/evenings, outside of UWIT Help Desk hours will be responded to on the next business day following the guidelines above.

Customer Communication
ARCC staff will update customers as incidents are being worked and upon incident resolution. ARCC staff will also provide communications when incidents or outages occur that may impact the customer. ARCC customers should visit the ARCC website for planned outages and other events.

Change Management
The primary goal of a Change Management process is to protect the live environment from unintended impacts as a result of addition, modification or removal of various systems, applications, and equipment. The ARCC change management process is currently suspended and under review. In the interrum, send change requests to arcc-info@uwyo.edu.

Service Level Reviews
Service Level Agreements (SLA) are currently under review and new process being considered.

Security Standards and Policies
ARCC services adhere to University and State Security Standards and Policies. Customers (PI’s) are responsible for ensuring that their systems and their students, post docs, etc. comply with and follow these standards and policies.

Dispute Resolution
The Parties (ARCC and the Customer) agree that it is in their mutual best interest to resolve disputes informally and amicably. If representatives of the Parties are unable to resolve any dispute after reasonable negotiation, such issue shall be escalated to the heads of the respective departments or divisions, and then, if necessary, to an Arbitrator.

Confidentiality
As a result of the Global Service SLA, each Party (ARCC and the Customer) is likely to have access to information or records of the other Party that is exempt from disclosure under applicable law. Such information shall be deemed “Confidential Information.” Each Party shall maintain all Confidential Information of the other Party in strictest confidence and will not at any time use, publish, reproduce or disclose any Confidential Information, except to the extent necessary to carry out the Party’s duties under this SLA or as expressly authorized in writing by the other Party.

Each Party shall, prior to disclosing any Confidential Information to any contractor or other third party, promptly seek and obtain authorization for the disclosure from the other Party and shall ensure that the contractor or other third party is subject to a non-disclosure agreement enforceable in Wyoming. Nothing in this paragraph is intended to prevent either Party from compliance with any order issued by a Wyoming state or federal court.

Ownership and Custody of Data
All data or other records held or stored by ARCC as a result of the Cloud Storage SLA shall be considered the property of, and in the custody of the Customer. In the event of a request made to the ARCC for access to Customer records pursuant to the Wyoming Public Records Act or by other legal process, ARCC will decline such requests and indicate to the requestor that ARCC is not the custodian of such records. ARCC will refer the requestor to the Customer and will notify the Customer of such request as soon as is reasonable under the circumstances, in order to provide the Customer with an opportunity to state or otherwise argue its own position concerning such request.