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Information & Educational Technology

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System Status & Alerts

Service Desk

The IET service desk is the single point of contact for students, staff and faculty who require help or advice concerning the services provided by the Information & Educational Technology Department. Service inquires can be submitted to the IET service desk by phone, email, online and in person. 

Service inquiries are categorized as an Incident (reporting a service interruption), a Question (asking for information) or a Request (requesting a change or something new).  Each inquiry will be assigned a priority based on the impact to the University and the urgency of the request.  The IET service desk team aim to resolve 75% of inquiries immediately.  When a team member is unable to provide the reporting client with an immediate solution, the inquiry will assigned to a second level technician.  All inquiries are assigned a unique tracking number which can be used to track the progress of the inquiry on the IET Self service website.

The IET service desk updates the IET system status each morning and whenever there is a Service Outage that affects a large area of the University such as an entire campus or the institution as a whole.   The system status can be checked by calling 604-599-2116 and pressing 1 to listen to the status or the client can go to the IET Website at www.kwantlen.ca/iet  on the left of the main window below the menu of services.

The IET service desk team sends out Notice Board messages to the Kwantlen community announcing planned service outages, major updates and timely warnings of virus trends and vulnerabilities.

Eligibility

The IET service desk is available to all members of the Kwantlen community.

IET Responsibilities

• Review all queues and record all inquiries received in the designated Service Management tool.
• Assign all inquires a service priority and strive to maintain service level agreements.
• Escalate unresolved queries to second level support personnel.
• Update IET system status message daily and whenever significant outages occur.
• Create notice board messages when circumstances dictate.
• Follow-up with clients to verify solutions and notify them of return of service.

Customer Responsibilities

• Report any problems or requests relating to this service to the Service Desk

by web: IET Self Service
by email: ServiceDesk@kwantlen.ca
by phone: 604.599.2116 option 3

• Review and track the status of submitted requests by logging into the IET Self Service
  

Support Hours

07:30 – 17:00 weekdays excluding university holidays

During those hours, IET service desk analysts provide live support to the Kwantlen Polytechnic University community of users.

While live support is only available during the hours listed, problems with services can be reported to the IET service desk at any time via the IET Self Service system, voicemail or email.  

After-hours calls will be directed to voicemail. All messages will be processed on the following workday with the exception of messages left with a urgent flag. Urgent messages will be reviewed by the on-call Manager who will determine if IET technician(s) should be called out to address the reported problem.

Service Goals:

The IET service goals are based on the priority assigned to each incident.  Specific goals are set relating to how quickly IET responds to (begins working on) an incident and on how long it takes IET to resolve the incident (restore service). These times are measured against the 'active service hours' of 0800 to 1600 weekdays.

• Resolve 75% of inquiries on first contact with the service desk.  

Employees
Response Times Priority 1 initial response within 2 hours Priority 2 initial response within 1 day Priority 3 initial response within 3 days Priority 4 initial response within 5 days	Resolution Times Priority 1 resolution within 1 day Priority 2 resolution within 3 days Priority 3 resolution within 5 days Priority 4 resolution within 3 month
Students
Response Times Priority 1 initial response within 2 hours Priority 2 initial response within 2 hours Priority 3 initial response within 1 day Priority 4 initial response within 3 days	Resolution Times Priority 1 resolution within 1 day Priority 2 resolution within 1 day Priority 3 resolution within 3 days Priority 4 resolution within 1 month

Scheduled Closures

To minimize disruption to Kwantlen services, IET will schedule downtimes for maintenance/upgrades outside regular operating hours when possible. In these cases, IET will incur overtime for staff performing the maintenance/upgrade. Unless specifically indicated in a service description, all services at Kwantlen are intended to be available 24 hours per day throughout the year. If a service needs to be interrupted for maintenance, email notices will be sent out up to two weeks in advance of the downtime. Occasionally a service may be unavailable due to system failure.  In such cases, the service desk will send out a notice board message and update the system status message indicating what services are affected and an estimate of when service will be restored.

IET Regular Weekly Downtime Window. 

The downtime window is 5pm Saturday to 10am Sunday, the period of time during the week when usage of the Kwantlen systems and network resources are at the lowest.  IET will aim to schedule most minor system changes during the window thereby minimizing disruptions.  The window will be superceded if critical Kwantlen activities (e.g. web registration deadline) occur at the same time. IET will notify the Kwantlen community of all downtimes through the NoticeBoard.

IET will incur overtime for staff performing the maintenance/upgrade.