Technical Services Service Level Commitment
January 20, 2006
Clackamas ESD’s (CESD) Technical Services Department provides commitments in three key areas within CESD Resolution Services to our districts. These areas are:
This document outlines specific commitments for Technical Services.
Repair and Troubleshooting Support
Technical Services provides economical, quality repair and troubleshooting assistance of equipment and software. Technical Services:
Technical Services Support/Help Desk
Minor problems within the districts are to be addressed to their District Technology team. If the issue is beyond the district’s expertise, then the District Technology Coordinator (or designee) contacts Technical Services staff directly.
Technical Services Services:
Technical Services provides Research based upon new technologies and products that may enhance classroom education and district effectiveness. Technical Services works closely with the User groups and NIS Advisory committees to identify new projects and their priority. This includes research and support for the AV bid list.
NIS facilitates two Advisory committee meetings every month during the school year. One is the NIS Finance Advisory Committee with a focus on our Lawson and Finance System plus items that may have financial impact on the district. The other is NIS School Advisory Committee with a focus on Network Services, Technical Services, and our eSIS Student System. Each district appoints one or two key leadership members to each committee. The role and function of the Advisory committee is to:
The following are typical types of discussions:
District Specific Consultation
Technical Services provides district-specific consultation upon request; additional charges may be involved, depending on the scope of the particular project. Typical areas for consultation:
Inter-Relationships to Other Clackamas ESD Services
Technical Services provides repair service and research in support of the following Clackamas ESD Resolution Service items:
Service Level Commitment
Should the specified levels of service fail to be achieved, CESD/Technical Services will utilize all necessary processes within its means and budget to achieve and maintain its commitments. The department will hire, train and manage adequate, competent staff to assure the availability of the service to user districts.
The SLA is available in pdf format.