Service Level Agreements for Ideate Support

The members if the Research IT Department strive to provide our customers with exemplary support. Our Service Level Agreements (SLAs) reflect our client-focused, services-based commitment to you. We commit to:

We classify Ideate support requests using the following categories if urgency. Each category is governed by its own SLA.

Ideate Support Ticket Priorities and Service Level Agreements
Priority   Type of Issue    Examples   Who is Affected    Timeframe for Resolution 
ALL ALL For all support requests, you will receive an initial response within 2 business hours from a live person. This initial response is when we triage your issue. At the least, this initial message will inform you that we have assigned your request to a person, and assigned it a priority.
Low Help with the user interface.
  • How do I add a procedure to my protocol?
  • What kind of submission should I create?
  • Please add John Smith to the list of available research personnel.
The issue is isolated, and affects only one user/protocol/proposal.
1 business day.

Within one business day of the initial response to your request, we will send you either:
  • Instructions that will resolve your issue. 
  • An answer that will resolve your issue.
  • An explanation of what we are doing to investigate the issue, and how long we expect it to take.
Low Technical issues, for which a workaround exists.
  • I cannot attach a copy if the grant application when I am prompted to do so (Workaround: Attach it under Other Attachments instead).
  • I get "garbage characters" when pasting into text fields (Workaround: Convert to plain text before pasting).
The issue is isolated, and affects only one user/protocol/proposal.
1 business day.

Within one business day of the initial response to your request, we will send you either:
  • A workaround that enables you to continue working.
  • An explanation of what we are doing to resolve the issue and how long we expect it to take. 
If a workaround exists, the issue will be assigned a lower priority than other technical issues.
Medium Technical issues, for which no workaround currently exists.
  • I get "User not validated" when I try to log in.
  • My proposals are not displayed in the list.
  • The approval dates on all my protocols are incorrect.
  • I cannot create an amendment for a protocol.
The issue is isolated, and affects only one user/protocol/proposal.
10 business days.

Within one business day of the initial response to your request, we will send you a message with an explanation of what we are doing to resolve the issue, and how long we expect it to take.
 
We will fix the issue or develop a workaround within 10 business days.

If the resolution takes longer than 10 days, we will keep you informed of the issue's progress and work with you to mitigate the effects of the issue on your work.
High Technical issues, for which no workaround currently exists.
  • Multiple users have reported that they cannot create continuations.
  • The status for all of the protocols in my department are not being displayed correctly.
The issue is systemic, and affects multiple users/protocols/proposals. 5 business days.

Within one business day of the initial response to your request, we will send you a message with an explanation of what we are doing to resolve the issue, and how long we expect it to take.

We will fix the issue or develop a workaround within 5 business days.

If the resolution takes longer than 5 days, we will keep you informed of the issue's progress and work with you to mitigate the effects of the issue on your work.
Critical Technical issues, for which no workaround currently exist, and a grant or project is in jeopardy.
  • My protocol's approval is about to expire, and I get an error when trying to create a continuation.
  • The deadline for my grant application is imminent, and the system gives an error when I try to submit it for approval.
At least one project or grant is at risk, regardless of the number of users affected. 2 business days.

Immediately upon triaging your request, we will send you a message with an explanation of what we are doing to resolve the issue.

We will fix the issue or develop a workaround within 2 business days.

We will work with you to mitigate the effects of the issue on your work.
 

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