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Service Level Agreement (SLA): Appendix

Production Support

The Production Support group is comprised of the various groups that provide support to the ctcLink system. Production Support is comprised of the following groups:

  • Campus Solutions support
  • Human Capital Management support
  • Finance support
  • Application Services
  • PeopleSoft Security
  • Data Services


An incident is defined as an unplanned interruption or reduction in the quality of service of the ctcLink system or related applications.


A client is defined as a user of the ctcLink system.


A problem is a cause or potential cause, of one or more incidents in the ctcLink system or related applications.


The SLA workgroup has made the following recommendations for ctcLink production support.

Centralized Support

A centralized Help Desk needs to be established to provide a single point of contact for incoming requests, to monitor and coordinate requests; provide first level support to relieve pressure on functional staff; work with organizations on ensuring that tier-one troubleshooting has been performed; provide information and reports to clients and functional teams.

Completed on February 10th, 2020 with the creation of the ctcLink Customer Support unit within the Information Technology Division.

Phone Support

Phone support should be available for high criticality items or when access to ticketing system is unavailable. If a technician is unable to answer the call it will be forwarded to a voicemail, where a message can be left. Calls should be returned as soon as possible. All messages left on voice mail should be confirmed for receipt within four business hours.

Email Support

Monitored email support should be available during normal business hours. If messages fall outside of normal business hours it will be addressed the following business day.

Client Priority Field

When creating a ticket in the ServiceDesk the client should have access to a custom dropdown field where they can choose the priority level from their perspective. If it differs from the priority levels in the SLA then context needs to be provided as to why the issue should be prioritized differently.

Currently in testing.

Related Documents

ctcLink Project draft College Roles, Departmental Dependencies & Alignment document

ctcLink Service Level Agreement

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Last Modified: 5/20/20 12:54 PM

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