• Technology Department Policies


    Below you will find several important documents that relate to computer use in the district. These documents familarize you not only with the dos and don'ts of tech policy, but also with the practices associated with file storage and back-up, email, tech support, and so on.

     

    Help Desk and Service Level Agreement

     

    support The Technology Department maintains a online HelpDesk system that users can access simply by sending an email message to Helpdesk@vashonsd.org.  Please include a short description of the problem in the subject line.
     
    Messages sent to that address automatically get registered with a case number, and within 24 hours (often less) the case will be assigned to a staff member. You should receive an immediate email notification that a case has been opened on your behalf.

    Tech Dept Hours

    Office Hours Sept-June:
    Monday thru Friday 7:30 am - 4:30 pm

    July-August
    Monday-Thursday 8:00 am -3:00 pm

    Off-hours via HelpDesk:
    Daily 6:00 am -10:00 pm
    Note: we monitor HelpDesk email during off-hours but generally do not respond until next business day.

    The Tech Department staff monitors all district network systems 24/7. We are notified via email immediately of any system failure by our network monitoring system. 

    How Cases Are Prioritized:


    All HelpDesk requests are NOT equal. The department makes every effort to respond to issues and problems in a timely manner, but each case is give priority based on both severity AND systemic impact.

    Definitions:

    Response Time = Issue acknowledged by communication from TD (submitted through the HelpDesk) with a reasonable estimate of time to resolution. Excludes: nights, holidays, weekends.

    Resolution = Issue is fixed or requested resource provided.
    Special Circumstances:

    Beginning of the school year:
    The start of the school year is always a very busy time. From late August through mid-October, response times and resolution of cases may not conform to SLA guidelines.

    Construction:
    Major district-wide initiatives and construction projects can negatively impact TD workload, causing longer waits for help.

    Power Outage:
    As we all know, power on Vashon can be unpredicatable, particularly in the winter months. Our network operations center is now on power generator backup, but many district systems are not. In the event of a power outage we cannot guarantee service. Once power is restored, we cannot guarantee that all systems will return to the previous state.

     

    Service Level Agreement