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Service Elements: Service Information

How to Obtain Service

In order to provide optimal first level support service to all colleges, all incidents must be reported via the ServiceDesk ticketing system

Service Prerequisites

  • Initial troubleshooting process
    • Clear browser cache and try again
    • If Finance related incident check budget status
    • If coding incident check Chartfield
  • Ticket Submission Requirements
    • Submit one ticket per incident
    • Customer will make best effort to identify separate incidents and create tickets for each
    • Problem resolution will be documented and available in ticket status
    • Include any and all relevant details (e.g. EMPLIDs, PO Numbers, screen shots, etc…)
    • Update the support ticket with any new, relevant, information (including local resolution of incident)
    • Perform research on issue before submitting ticket (i.e. Reference Center, training materials, pillar leads)

Services Not Covered

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Managed services is a third-party contractor for SBCTC that provides support of the ctcLink environments including application, database and operating system administration. 

Support Contact: Application Services

These are systems that are deployed/developed locally to support college business. They may leverage data from ctcLink for this purpose, and are supported directly by the colleges.

Support Contact: Local College help desk/IT support

Service Standards

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Incoming incidents will be prioritized using the following criteria:

  • System is down
  • Threat to data integrity/security
  • Number of people affected
  • Effect on business mission
    Applicable mandates or compliance
  • Context of problem
  • Deadlines
  • Application involved
  • Frequency of problem
  • Client's identified priority level
  • Availability and effectiveness of a workaround

The Severity Levels table will be used internally to prioritize tickets and to give a response time commitment, where a response is provided from a support technician. Federal, State and/or State Board Mandates/Compliance may confer a higher level priority. A dashboard will be available on the ctcLink Production Support website showing any system downtime or major issues with any pillar application. There will also be three communication channels where clients can subscribe (subscription information can be found on the ctcLink Production Support website) to find information on:

  • Critical Communication - If the system becomes unresponsive or unavailable notifications will be sent out via this channel
  • Non-Critical Communication - Information on planned system downtime for updates will be sent out via this channel
  • Regular Communication - A regularly scheduled newsletter that covers topics like ticket metrics, upcoming events (trainings, updates) and other information will be sent out via this channel
Severity Level Definition Examples Target First Response Times (95th percentile) Target Time to Resolution (95th percentile)
1. System Down ctcLink environments are inaccessible One or more pillar is down/offline Immediate 4 hours or less
2. Critical Organization(s)-wide productivity is halted

Payroll cannot be run at any or all institutions

Financial Aid cannot be disbursed to all students at any or all institutions

Within 30 Minutes 4 hours or less
3. Urgent High-impact problem where production is proceeding, but in a significantly impaired fashion; there is a time-sensitive incident important to long term productivity that is not causing an immediate work stoppage; or there is significant number of customers concerned.

Portions of payroll cannot be run at an institution

Financial Aid cannot be disbursed to some students at an institution

Within 1 hour 8 hours or less
4. High Impact/Time Sensitive Individual or group productivity is impacted

Access control problem

Module (e.g. Accounts Payable) incident at an institution

Within 2 business hours 8 business hours or less
5. Important Important incident that does not have significant current productivity impact Incident with a component in a module where the work can still be completed but short-term work around is available, but cannot be scaled (e.g. Leave Approvals) Within 4 business hours

24 business hours or less (3 business days or less)

6. Low Request for information only

Explanation request on a process

General question

Training request

Copy of a Sequel Query Request sent to client

(Enhancements are a different thing)

Within 3 business days 2 business weeks or less

In some cases resolution of a particular incident may take longer than anticipated. When this occurs the client will receive regular status updates.

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

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