IMS operates from 7:30AM - 4:30PM Monday - Friday. Helpdesk coverage may extend an additional 30 minutes before and after this time as staffing allows.
IMS Summer Hours: 7:30AM - 4:00PM Monday - Friday.
IMS strives for a high level of service and user satisfaction. In support of these goals, IMS operates under a Service Level Agreement (SLA) that defines how requests will be prioritized and thus, how quickly they will respond to various requests. To strengthen our relationship with the users we support, this SLA is outlined below.
Response time is effected by many variables including staffing levels and quantity of open requests. The list below represents the level of service IMS will try to provide during its operating hours.
Work orders created near the beginning/end of the school year or near breaks will experience longer delays due to higher volume.
Response Time = Issue acknowledged by communication from IMS and reasonable estimate established for time to resolution. (Limited to IMS operating hours. IMS is not staffed nights, weekends, or holidays)
Resolution = Issue is fixed or requested resource provided.
Disclaimer: Due to volume, SLA times are all doubled for September. All times are based on ticket time stamps in incident tracking system. Requests that do not fit under our service list will only be considered as time allows and as a courtesy. Some requests may not be considered based on the mission of the district.
Systems Down all users:
Definition: Equipment or software that is completely non functional and effects all users of a district wide system.
Response time: Within 30 minutes of being reported.
Resolved the same day. Target no unscheduled downtime longer than 3 hours.
Systems Down Entire Building/Lab:
Definition: Equipment or software that is completely non functional and effects all users of a building or lab.
Response time: Within 30 minutes of being reported.
Resolved the same day. Target no unscheduled downtime longer than 5 hours.
Systems Down few users:
Definition: Equipment or software that is completely non functional for one or a few users.
Response time: Within 24 hours of being reported.
Resolved: Within 5 business days of being reported.
District Administration requests:
Definition: Requests by administration that effect many or all users due to the nature of their work.
Response time: Within 24 hours of being reported.
Resolved: Within 2 business days of being reported.
Upgrades / Enhancements:
Definition: Any upgrade to equipment or software that is already being used in an area.
Should be scheduled to occur as part of summer deployment or week-long breaks.
Response time: Within 5 business days of being reported.
Resolved: IMS will schedule to occur during break or within 25 business days.
New Installations:
Definition: Any new installation of equipment or software that previously was not available or used in an area.
Should be scheduled to occur as part of summer deployment or week-long breaks.
Response time: Within 5 business days of being reported.
Resolved: IMS will schedule to occur during break or within 25 business days.
New System Planning:
Definition: Includes meetings, research, price quotes, load testing, compatibility testing for systems that may be acquired and implemented in the future.
Response time: Within 10 business days of being reported.
Resolved: IMS will schedule to occur during break or within 25 business days.
Creating work order tickets
Phone calls: Answered by third ring if no lines are on hold. IMS will create ticket and then standard SLA times apply.
Voicemail: Ticket created within two business hours and then standard SLA times apply.
Emails to helpdesk: Emails to helpdesk@rentonschools.us automatically generate tickets in incident tracking system and then standard SLA times apply.
Direct ticket entry: (Through Kiosk or website) Ticket is created automatically and then standard SLA times apply.