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UAS ITS Service Agreement

Revised: December 12, 2008
Service Area
Service Needed
First-line technical support
Department Role
  • Contact the helpdesk via the shared email ( or telephone queue (796-6400 or 1-877-465-6400)
  • Provide a detailed description of the issue
  • Be prepared to work with support staff to resolve the issue
IT Services Role
  • Respond to all calls / emails / voicemail messages promptly
  • Provide professional customer service
  • Provide solutions/answers or escalate to staff who can
Service Outcome

UAS ITS Assessment Plan

Revised: December 12, 2008
Service Area
Service Needed
First-line technical support
Service Outcome
  • UAS employees have prompt, effective and professional first-line support for UA-provided technologies.
  • UAS faculty and staff are able to use technology effectively in all programs and services (UAS strategic plan)
Administrative Services Mission Alignment
  • Effective and Efficient Practices:  Yes ✅
  • Fostering Cooperation:  Yes ✅
  • Compliance:  No
IT Services Success Indicators
  • 90% of voice mail responded to within 1 business hour
  • 90% of email responded to within 2 business hours
  • 80% of calls resolved at first contact
  • Average phone queue wait time < 3 minutes
Data Collection and Analysis Procedures
  • Helpdesk staff document contact reception and response times in a contact tracking database. 
  • Call queue wait times are obtained from the UAS PBX.
  • Helpdesk supervisor monitors data weekly to ensure service levels are achieved.
Utilization of Results

Failure to meet success objective will trigger a remediation strategy depending on the cause of the failure:

  • Employee performance: increase oversight, training and accountability measures.
  • Resource allocation: evaluate staffing levels and consider temporary or long-term internal reallocation.
  • Internal process / workflow: reassess processes and service strategies
Reporting Strategy

To be determined.