Feature Level support - CIT will configure, advise, counsel, and help with every aspect of a product or service. When you contact the HelpDesk, the technician you talk to should be able to immediately answer questions about the most commonly used features of this product or service. Answers pertaining to obscure features or uncommon questions will be answered within a reasonable time frame.
Functional Level support - CIT agrees to install and configure a product or service so that it functions properly.
HEAT - The service tracking system used by CIT. Every time a customer contacts the HelpDesk for repairs, advice, or help, a work order is created in HEAT to track the resolution of the issue.
OLA (Operational Level Agreement) - OLA is an agreement between the HelpDesk and the other areas of CIT specifying services provided and tim frames expected for the service.
Response - The HelpDesk will contact or visit the customer and assess the problem or request.
Resolution - The HelpDesk will complete the request or fix the problem within this service level agreement.
SLA (Service Level Agreement) - SLA is an agreement between the HelpDesk and the campus community or individual members of the community, specifying the scope of a service that CIT provides.
Smart Classroom - A Smart Classroom contains a technology desk installed by CIT. Standard equipment will include a desktop computer, data projector, VCR, DVD, amplifier, speakers, and a laptop hookup.
System-wide outages - Outages or disruptions to the network, Internet, e-mail, or phones that affect multiple people campus-wide.
Work order (Call ticket) - The item entered into HEAT when a call comes into the HelpDesk or CIT. Each work order is assigned a work order number for tracking purposes.
