LTS / Branch Library Hardware Support Agreements

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
Action	Response Time
1. Internal Investigation	Immediate
2. Escalate to LTS for remote support	1 hour after unsuccessful internal mitigation
3. LTS escalates to Branch ITS	2 hours after unsuccessful LTS remote assistance
4. Dispatch LTS	2 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)
Action	Response Time
1. Internal Investigation	Immediate
2. Escalate to LTS for remote support	2 hours after unsuccessful internal mitigation
3. LTS escalates to Branch ITS	2 hours after unsuccessful LTS remote assistance
4. Dispatch LTS	TBD, ideally scheduled during the next maintenance window or sooner if need be

Level 3 - On-sight Maintenance

Action

Response Time

1. Dispatch LTS

Bi-Weekly

Level 4 - Training support of Internal Staff

Action

Response Time

1. Dispatch LTS

TBD, as needed

Web Support Policies