Service Level Agreement

What you can expect when you contact IT Services for assistance

Our Mission

To honor the Lord by serving and partnering with the TMU Community to support and advance the institutional mission through technology and information.

Hours of Operation

Service Desk Hours

Monday-Friday, 8:00 AM - 5:00 PM (Pacific Time)

Chapel Services

Monday, Wednesday, and Friday from 9:00 AM - 10:30 AM, walk-in support is unavailable as staff participate in Chapel. Phone and email support during this time may experience delays. Requests submitted during Chapel will receive a response as soon as possible after Chapel concludes.

After-Hours Support

Classroom A/V support is available Monday-Friday from 5:00 PM - 7:30 PM for classroom emergencies and scheduled maintenance. Call 661-362-2879. All other requests submitted outside standard business hours (including evenings after 7:30 PM and weekends) will be addressed on the next business day.

How to Contact Us

We offer multiple ways to request support:

• Email: servicedesk@masters.edu (monitored during business hours)
  
• Phone: 661-362-2876 (answered during business hours)
  
• Walk-In: Wismer Technology Center (Modular Building #8, behind Vider Hall) - available during business hours, except during Chapel
  
• Online: Submit a request through the IT Services website
  

Service Response Times

Note: Response times are measured during business hours. Requests submitted after 5:00 PM or on weekends will be addressed on the next business day.

What to Expect

When you submit a request to the IT Service Desk, here's what happens:

1. Immediate Acknowledgment

Your request is received and a support ticket is created. You'll receive confirmation with your ticket number.

2. Priority Assignment

Our team will review your request and assign it a priority level based on its impact on your work and university operations.

3. Assignment to Technician

Your ticket is assigned to an available technician with the appropriate expertise, typically within 15-20 minutes.

4. Initial Response

A technician will contact you to confirm the issue, gather any additional information needed, and provide an expected resolution timeframe.

5. Regular Updates

We'll keep you informed of progress throughout the resolution process. You'll never be left wondering about the status of your request.

6. Resolution & Confirmation

Once resolved, we'll confirm the solution works for you before closing the ticket. You'll receive a brief satisfaction survey to help us improve our service.

What If My Issue Takes Longer?

Some technical issues are more complex than others. When your issue requires:

• Specialized expertise from other IT teams
  
• Vendor support or parts delivery
  
• Extended troubleshooting beyond initial response timeframes
  

We will:

• Inform you immediately when we determine the issue will take longer than initially estimated
  
• Explain why additional time is needed and what steps we're taking
  
• Provide a revised timeline for resolution
  
• Continue providing regular updates until the issue is resolved
  
• Explore workarounds to minimize disruption to your work
  

Help Us Serve You Better

The more information you can provide when submitting a request, the faster we can help. When contacting us, please include:

• Contact Information: Your name, phone number, and email address
  
• Problem Description: What's happening? What error messages do you see?
  
• Impact: How is this affecting your work? Is there a time-sensitive deadline?
  
• Steps Already Taken: Have you tried restarting? When did the problem start?
  
• Location: Where are you located? (Important for walk-in or on-site support)
  

What We Support

The IT Service Desk provides support for university-owned equipment and officially supported systems, including:

• University-owned computers and laptops
  
• University email accounts and systems
  
• Canvas learning management system
  
• Campus network and WiFi connectivity
  
• University-licensed software (Microsoft Office, Adobe, etc.)
  
• Classroom audio/visual equipment
  
• Printers and copiers on campus
  
• University telephone systems and voicemail
  
• Account access and password resets
  
• Computer deployments and equipment setup
  

Unsupported Devices

We provide limited support for personally-owned devices connecting to university systems. For issues with personal computers, smartphones, or tablets, we can assist with connectivity but cannot provide comprehensive troubleshooting or repair services.

Important Security Information

Your security is important to us. Please keep the following guidelines in mind when interacting with IT Services:

IT Will Never Ask for Your Password

The IT Service Desk will never request your password via email, phone, or in person. If someone claiming to be from IT asks for your password, do not provide it and report the incident to servicedesk@masters.edu immediately.

Verify Support Requests

If you receive unsolicited contact from someone claiming to be IT support, verify their identity by calling our official number (661-362-2876) or visiting us in person at the Wismer Technology Center. Legitimate IT staff will understand your need to verify.

Authentication Required

For your protection, we may require verification of your identity before providing certain support services, especially for password resets, account access, or sensitive data. Please have your university ID ready when contacting us.

Priority Verification

When you report an issue as Critical or High priority, our technicians may ask follow-up questions to verify the scope and impact. This helps us ensure the most urgent issues receive immediate attention and resources are allocated appropriately.

Reporting Security Concerns

If you suspect a phishing email, receive suspicious communications claiming to be from IT, or notice unusual account activity, please report it immediately to servicedesk@masters.edu or call 661-362-2876. Your vigilance helps protect the entire campus community.

Your Feedback Matters

After we resolve your issue, you'll receive a brief satisfaction survey. Your honest feedback helps us:

• Recognize team members who provide excellent service
  
• Identify areas where we can improve
  
• Better understand the needs of the campus community
  
• Refine our processes and service standards
  

Taking two minutes to complete the survey truly makes a difference in the quality of service we can provide to the entire Master's community.

Questions About This SLA?

Resources

• Submit a Support Request
  
• IT Services Knowledge Base
  
• IT Training Resources