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Standard SLA

KTH's standard SLA (Service Level Agreement) describes the IT department's (IT) basic commitments regarding service level for IT's services.

Description

KTH's standard SLA (Service Level Agreement) describes the IT department's (IT) basic commitments regarding service level for ITA's services.

Scope

KTH's standard SLA:

  • Defines the basic level of IT's services
  • Describes contact routes and availability
  • Describes how prioritization and escalation are normally handled.

Commitment

Detailed commitments regarding each service are referred to IT's service catalogue.

Limitations

This SLA does not cover:

  • Systems and the like outside IT's service catalogue
  • Previous agreements with or without specific SLA.

Roles and responsibilities

Parties

Responsible for fulfilling this SLA is:

Hans Wohlfart – IT manager, KTH/UA/ITA.

ITA's responsibility

In this SLA, ITA undertakes to:

  • Meet the commitments defined in the ITA service catalog
  • Meet the response times associated with the prioritization of cases.
  • Keep customers informed of planned and unplanned service interruptions via KTH's Intranet, and via e-mail at appropriate times when possible.
  • Prepare incident reports to relevant stakeholders in the event of major operational interruptions.

Customer's responsibility

In this SLA, ITA's customers undertake to:

  • Follow the defined IT support request processes
  • Keep up-to-date on planned service interruptions via KTH's intranet
  • Be available and answer questions to the extent necessary, in order to fix the reported case
  • Follow KTH's rules and policies for IT, as well as specific rules and policies for each service defined in ITA's service catalog.

Contact

Contact details as follows.

Single Point of Contact

Name Role Telephone number E-mail Visiting address
KTH IT-Support 1st line support +46 8 790 6600 it-support@kth.se KTH Entré, Drottning Kristinas väg 4

Ticket escalation model

KTH applies a case escalation model in four steps:

Function Task Implemented by
1st line support The main task of the 1st line is to receive incoming cases and resolve them as quickly as possible. KTH Entré and 1st line personal
2nd line support Handle cases that are escalated from the 1st line that require longer processing time. Also includes "on-site" support.
3rd line support Handles cases that require specialist skills or higher authorizations. , och
External vendor Handles cases that require specialist expertise in external services. External party (service providers)

 1st line support

All contact regarding IT's services must be initiated via 1st line IT support. This is available via three different contact routes.

E-mail

Requests via e-mail must be sent to it-support@kth.se . Requests are handled by KTH IT support during regular working hours according to specification described in the paragraph "Availability and escalation" (below).

Requests received outside normal working hours are handled during the next working day.

Phone

KTH IT support can be reached via telephone number +46 8 790 66 00 during regular working hours. Requests are handled according to specification described in the paragraph "Availability and escalation".

KTH IT support cannot be reached by telephone outside regular working hours.

Visit

KTH Entré can be visited during regular working hours, as described in the paragraph "Availability and escalation".

KTH Entré is located at Drottning Kristinas väg 4.

Availability and escalation

Availability

KTH IT support is normally available during regular working hours as defined according to following:

Monday to Friday, 08:00 – 16:30.

Exceptions:

  • Holidays
  • Non-working weekdays according to KTH's working hours for technical and administrative staff
  • KTH IT-Support reserves the right to close for internal departmental or group meetings. See KTH IT supports website for current information
  • Outside term time during summer, Christmas and New Year, the opening hours for reception are limited. See KTH IT supports website for current information

Outside of normal working hours, KTH has an operational emergency that intervenes in the event of major errors when KTH's function can be considered threatened.

Case management

A ticket reported to KTH IT support will be handled according to the following process:

  1. The ticket is reported to KTH IT support via email, phone or visit.
  2. The ticket is logged in KTH's case management system.
  3. An automatic email is sent to the user with a ticket number.
  4. IT support prioritizes the matter as described below.
  5. The ticket is handled by the 1st line IT support. If necessary, the matter is escalated according to the escalation model described above.
  6. When the ticket is resolved, the user is informed.
  7. The ticket is archived when the user replies. If there is no feedback from the user, the ticket is archived 14 days after the solution has been delivered.

Prioritization

Tickets received by KTH IT support are processed according to how prioritized they are evaluated, based on a KTH-wide perspective.

The following considerations are made to determine the priority of a case:

  • How much impact the case has on KTH as an organization to carry out its mission
  • How urgent the matter is.

Errors in service delivery are always prioritized higher than questions and orders.

Performed prioritization results in the ticket being assigned a priority level.

Response times

Response time is the maximum time that can be expected to elapse between the time a ticket is received by KTH IT support and the first response is made.

The following table shows the response times that KTH IT strives to maintain, these are times that are not contractually binding.

Level Response time
Urgent < 2 hours
Normal < 8 hours
Not urgent > 8 hours

The following times apply within ordinary working hours as described in the paragraph "Availability and escalation".

Escalation

Dissatisfaction with the level of service received must be communicated to KTH IT support, alternatively to the head of KTH IT support.

Maintenance and unplanned interruptions

Planned maintenance of services normally takes place during IT Service Window .

Maintenance of a more extensive nature is planned together with the service owner and published via KTH's website for operational information.

Unplanned interruptions in service are primarily communicated via the web page for operational information or via e-mail.

Website for operational status

KTH IT publishes upcoming maintenance that may disrupt services via KTH's intranet at the address Operational status for employees .

Service Window

IT's services have a common service window where service interruptions can occur.

The service window is:

  • Thursdays after 16:00
  • Second Wednesdays of each month between 03.00 and 04.00.

Revision

This SLA shall be revised annually by the  together with relevant interested parties.

This SLA is drawn up and determined on 2016-01-20.

The next revision must be completed by 2017-02-01.

Responsible for this document is Fredrik Liljeblad .

Glossary

Term Shortening Definition
Customer/Orderer - Someone who buys goods or services. The customer of an IT service provider is the person or group that defines and establishes Service Level Objectives.
User - A person who uses IT services on a daily basis. Users are separated from customers, as some customers do not use the IT services directly.
IT Department IT KTH's IT department at the university administration.
KTH IT-Support - KTH's IT support group at the IT department.