LTS / Branch Library Hardware Support Agreements

Owned by David Lacy
Jul 16, 2019
1 min read

This document will serve as the foundation for LTS service level agreements for local branch libraries (Ambler, HSL, Podiatry).

Level 1 - failure in critical and/or unique systems

  • Critical failures directly affecting staff and/or a large percentage of the local patron population
ActionResponse Time
1. Internal InvestigationImmediate
2. Escalate to LTS for remote support1 hour after unsuccessful internal mitigation
3. LTS escalates to Branch ITS2 hours after unsuccessful LTS remote assistance
4. Dispatch LTS2 hours after unsuccessful resolution with Branch ITS

Level 2 - failure in non-critical and/or redundant systems

  • Failures directly affecting student workers (circulation workstations)
  • Failures directly affecting patron systems (circulating laptops, computer lab, etc)
  • Failures affecting AV equipment (projection, wall-mounted monitors, etc)
ActionResponse Time
1. Internal InvestigationImmediate
2. Escalate to LTS for remote support2 hours after unsuccessful internal mitigation
3. LTS escalates to Branch ITS2 hours after unsuccessful LTS remote assistance
4. Dispatch LTSTBD, ideally scheduled during the next maintenance window or sooner if need be

Level 3 - On-sight Maintenance

  • Laptop maintenance
  • Public computing maintenance
  • Guest Lab maintenance
  • Hardware Recycling
  • General Device Maintenance
ActionResponse Time
1. Dispatch LTSBi-Weekly

Level 4 - Training support of Internal Staff

  • AV / Web conferencing
  • Wireless access configuration
  • Alma offline circulation
  • Ares installation
ActionResponse Time
1. Dispatch LTSTBD, as needed