NSCS Service Level Targets

In an effort to provide you better service Network Security & Communication Services (NSCS) has developed Service Level Targets (SLT) for 14 of the most common type work requests.

Work Requests should be submitted to the IT Help Desk by calling 664-HELP (4357) or by sending email to helpdesk@sonoma.edu. Once the IT Help Desk receives your call or email they will enter your work request into IT's Footprints Help Desk application.

After your request is entered into the Footprints IT Help Desk application it will be added to the NSCS work queue. NSCS will respond to your initial request within 1 business day by email letting you now that your request was received and that NSCS is working to complete the request within the defined Service Level Target.

You will receive progress updates from NSCS by email. These email updates will be sent from the Footprints IT Help Desk application. The FROM line in these emails will contain the user name "Footprints IT Helpdesk (fphelp@sonoma.edu or footprints@sonoma.edu)". You can easily respond to NSCS by just replying to this Footprints IT Help Desk email.

These Service Level Targets DO NOT apply to Building, Office, Summer Faculty Move projects or work requests in quantities of 5 or more. We will work with the requestor or project manager to negotiate appropriate and realistic timeframes for these type of projects.

Work Request Service Level Target Reviewed By Description
Firewall Standard Rule Change Once a week NSCS Sr. Network Analyst Requestor's Director/Manager Standard – add IP address/resource to existing firewall ruleUpdated weekly on Tuesday morningsSubmit change no later than Monday morningRequires change requestor to be available to test change once rule is implemented
Firewall Enhanced Rule Change 10 Business Days Director, NSCSNSCS Sr. Network Analyst Requestor's Director/Manager Adding new interfaces, rules, subnets, servers, and servicesRequires review of application flow and impact on existing rules
Network Activation 5 Business Days NSCS Staff Requestor must have budget approval and supply a chart field string before work begins
Network Activation with Cable Pull 5 Business Days After Facilities Work Completed NSCS Staff Facilities Requestor must have budget approval and supply a chart field string before work begins5 Business days begins after Facilities completes cable pull
Network Programming Change 5 Business Days NSCS Sr. Network Analyst NSCS Staff For example, Access Controls, Subnet/VLAN membership, Routing Interfaces, Port Security, etc.
Service Outage Initial contact 4 hours NSCS Staff No dial tone or no network access
Static IP Address Request 5 Business Days NSCS Staff Only Servers will be manually configuredAll other devices will get IP Address via DHCP
Telephone PBX Activation 5 Business Days NSCS Staff Requestor must have budget approval and supply a chart field string before work begins
Telephone PBX Activation with Cable Pull 5 Business Days After Facilities Work Completed NSCS Staff Facilities Requestor must have budget approval and supply a chart field string before work begins5 Business days begins after Facilities completes cable pull
Telephone PBX Minor Programming Change 5 Business Days NSCS Staff For example, Change Telephone Name Display, Convert Phone Type, Dialing Capabilities, etc.
Telephone PBX Move to new Location 5 Business Days NSCS Staff User has changed office location and does not require a cable pull, must supply move date
Voice Mail Activation 5 Business Days NSCS Staff Voice Mail activation can be single mailbox or a tree
Voice Mail Password Reset 1 Business Day Owner/Manager NSCS Staff Validate requestor to prevent unauthorized access
Voice Mail Minor Programming Change 5 Business Days Owner/Manager NSCS Staff For example, Mail Tree Members, Change Voice Mail owner/messages, Mail Box number, etc.