SLA - Support for Canada Campus

Description: DIT is responsible for providing IT support for staff and students on the Canada Campus and provide services simlar to those provided to staff and students on Australian campuses.

Details: DIT supports staff and students on the Canada campus in a variety of ways. Due to distance, on-site support is provided under agreement with IT staff at the BALC (Bay Area Learning Centre) who have access to DIT systems and support. Staff and students can also log requests in through the standard CSU service desk. Support for printers, network and phones is via an contract with an external vendor *** See link below for full agreement details ***

Service Availability: 24 Hours a Day - 7 Days a Week

Support Availability: 9am to 5pm - Business Days

Service Inquiry Via: Service Desk

Charge for Service: By Agreement

Service Status: Current

Service Includes: Support for all DIT owned services as would be provided to staff on an Australian Campus. (including PC support, network and printing support) Support for students as would be provided to students on an Australian campus. We support main technologies including Phone system, desktop PC's, on site wired/wireless network, AV equipment, printers. *** See link below for full SLA details ***

Service does not Include: Limited support for student laptops (we can assist in network connection but no more) - restrictions due to time differences and location. *** See link below for full SLA details ***

CSU Owner of Service: HOS Canada campus

Service Supplied to: Academic Staff, Administrative Staff, Undergraduates,

Service Grades: none

Resolution Timeframe: One Working Day

Feedback: Service Desk

Training: Provided during on-site DIT training