The purpose of this Memorandum of Agreement (MOA) is to clarify the responsibilities of iTech as the Service Provider and the responsibilities of the "Customer," to facilitate a smooth working relationship between the parties. The MOA Authorization document with this Agreement indicates the Customer accepts these terms and conditions. This MOA shall supersede all prior agreements and understandings written and/or verbal. No part of this document shall be interpreted to conflict with university policies, procedures or regulations.
2.1. Access for iTech Staff
Customer will provide appropriate access for iTech Technical Support Personnel to Customer staff and equipment, to help ensure that iTech can provide the level of service as defined by this Agreement.
2.2. Registration of Support Needs
All support needs will be registered prior to diagnosis or remediation by iTech technical staff. Registration of support needs can be made by going to the iTech Cherwell Portal and placing a Work Order.
The iTech Help Desk, Desktop, Data, Network, Application Support, Technology Security and Application Development Teams will provide services as detailed in this Agreement.
3.1. Help Desk and Desktop Support Services
The Help Desk is staffed between the hours of 8 a.m. and 5 p.m. Monday through Friday, except university holidays. Special arrangements for support services outside of normal hours can be made. Additional charges will apply.
Calls will be answered in the order they are received. The Help Desk phones are connected via a queuing system and calls are diverted to the first available operator. Calls are attended to as soon as possible.
Staff at the Help Desk will:
iTech Technical Support staff will respond to support needs by priority. If a higher priority call is received, the Customer will be contacted by iTech staff to organize the timeframe for resolution.
3.2 Data and Network Support Services
Any failure of servers or devices under contract with the iTech Technical Support Team will be responded to based on maintenance contracts with vendors. Core Service Charges, if applicable, are included in the charges estimated.
Core Services include:
iTech will administer operating systems (performance monitoring, systems tuning, upgrades), security, and hardware (availability, upgrades) for all servers and devices.
3.3 Application Support and Development Services
iTech will support requests for new and/or modifications to existing development based on prevailing costs and those costs will be provided as an estimate at the time these services are requested.
Requests for development must be submitted through the iTech Cherwell Portal.
3.4 Services Availability outside the Scope of this MOA
Services are provided according to the prevailing costs of the resources necessary to provide the required services. Cost recovery for services provided beyond the scope of this MOA will be processed through journal transfers and will be organized between the Office of the Chief Information Officer and the Customer Business Contact. There will be a journal transfer for each job number for which chargeable services have been provided. The journal details will include the iTech work order number.
3.5 Customer Satisfaction Analysis
The service centers of iTech are focused on continuous improvement, within the available resources. To help ensure the level of quality service is maintained, the service centers welcome feedback from their customers and continually review performance. Comments about our services to let us know how we're doing can be provided by leaving feedback.
3.6 Maintenance Period
A regularly scheduled maintenance window is established and is listed on iTech's website. Downtime occurring during the regularly scheduled maintenance period will not be included in service availability analysis. iTech reserves the right to schedule downtime outside of the regularly scheduled maintenance window in the event of an emergency such as a security breach or incident and will notify affected parties.
3.7 Incident Response
3.8 Disaster Recovery
5.1. Quality Assurance
The priority assigned to a provided service is determined by the perceived impact of the services needed on the university. Factors included in this determination include the number of users affected, the severity of impact on the users, the criticality of the function or functions degraded and the availability of alternate methods of accomplishing the tasks. Problems are then classed as one of three priority levels with priority one being the highest.
iTech will not guarantee resolution times for the following situations:
Issues and disagreements are best solved as close to the level of the disagreement as possible. Understanding that is not always possible, the Dispute Resolution Process intends to provide a pre-determined escalation process in order to provide clarity and minimize confusion when a disagreement occurs. The following escalation process is hereby agreed to by the parties:
If a resolution is still not reached, the issue is to be escalated to the Chief Information Officer and the Customer's Administrative Representative who are the final arbiters in the dispute.
This agreement shall commence on the date provided in Section 3 of the Memorandum of Authorization document and shall continue for the entire length of the initial term listed in Section 3 of MOA document, subject to renewal and termination as provided for herein. The customer, upon thirty (30) days prior written notice, may remove individual services and/or features from this Agreement to iTech. After expiration of the initial term, customer and iTech shall each have the right to terminate this Agreement by giving the other party thirty (30) day's advance written notice prior to the expiration of the then current term of this Agreement. If such notice is not received, the Agreement is automatically extended for an additional one-year period. Each renewal of the Agreement shall be upon the same terms and conditions herein contained except that the charges for service may be changed as provided herein. However, either party may terminate this Agreement for failure of the other party to comply with any of its terms and conditions.
This Agreement may be revised by joint written agreement signed by both the Customer and iTech.