Common use of Request Resolution Time Clause in Contracts

Request Resolution Time. The table lists the different categories of incident requests that are submitted. These categories are aligned with estimated resolution times. These are target time frames that can be affected by the following factors: • Contact with the end user • The availability of hardware or software resources • The involvement of outside vendor support Classroom/Faculty/Staff support Same Business Day Maintenance/room availability 1 – 2 Business Days Special Equipment/Staffing request 5 – 10 Business Days Events 10 – 15 Business Days If an issue is not being resolved in a satisfactory manner or is not being resolved in a manner that meets the Service Level Agreement outlined in this document, the issue should be elevated to the Director of Institutional Technology. Requests that directly pertain to strategic priorities of Napa Valley College or impact business‐ critical functions should be escalated.

Request Resolution Time. The table lists the different categories of incident requests that are submitted. These categories are aligned with estimated resolution times. These are target time frames that can be affected by the following factors: • Contact with the end user • The availability of hardware or software resources • The involvement of outside vendor support Classroom/Faculty/Staff support Same Business Day Maintenance/room availability 1 – 2 Business Days Special Equipment/Staffing request 5 – 10 Business Days Events 10 – 15 Business Days (Hope) If an issue is not being resolved in a satisfactory manner or is not being resolved in a manner that meets the Service Level Agreement outlined in this document, the issue should be escalated elevated to the Director Director, of Institutional Technology. Requests that directly pertain to strategic priorities of Napa Valley College Information or impact business‐ critical business‐critical functions should be escalated.

Request Resolution Time. The table lists the different categories of incident requests that are submitted. These categories are aligned with estimated resolution times. These are target time frames that can be affected by the following factors: • Contact with the end user • The availability of hardware or software resources • The involvement of outside vendor support ClassroomConnection to Projector/Faculty/Staff support Audio Functionality Same Business Day Maintenance/room Room availability 1 – 2 Business Days Special Equipment/Staffing request 5 – 10 Business Days Events Video post‐production 10 – 15 Business Days If an issue is not being resolved in a satisfactory manner or is not being resolved in a manner that meets the Service Level Agreement outlined in this document, the issue should be elevated escalated to the Director Director, of Institutional Technology. Requests that directly pertain to strategic priorities of Napa Valley College Information or impact business‐ critical business‐critical functions should be escalated.