The service level agreement (SLA) is an agreement between the requestor and the Information technology department outlining product limitations, known problems and technical support expectations.
The SLA for Kenton City Schools consists of four levels:
- Full support – The IT department will provide all installation, upgrades, user administration and training services for the technology.
- Standard – The IT department will provide installation and upgrade services, along with user administration (if required). Minimal training will be provided to the end user.
- Best effort – The IT department will try to do it’s best to make sure the technology is working, including installation, but will not be able to provide end user support or training. Upgrades will be the responsibility of the purchaser except for security upgrades.
- Unsupported – The default level. No support from the IT department is provided. Any hardware or software not listed is unsupported.
The SLA may be different for a staff member vs. a student.
Full Support
Software
M – Mac, W – Windows, L – Linux
| For Both: Adobe Acrobat Reader Adobe Flash Player Comic Life (M) Firefox Google Chrome Google Drive Google Docs Google Sheets Google Slides Google Draw iMovie (M) iPhoto (M) Keynote (M) Numbers (M) OpenOffice.org/Libreoffice OS X 10.6-10.10 (M) Pages (M) Preview.app (M) Quicktime Safari (M/W) Windows 7 (W) |
For staff: | For students: |
Standard Support
Software
M – Mac, W – Windows, L – Linux
| For Both: Garageband Internet Explorer SMARTNotebook Study Island |
For staff: Filemaker Pro Roy Gordon Special Ed |
For students: |
Best Effort Support
Software
M – Mac, W – Windows, L – Linux
| For Both: Boardmaker Google Earth Google Sketchup Microsoft Office ProgressBook |
For staff: DASL Datalink Esber Cafeteria POS (W) FORMAT Lifetouch CD Scholastic Achievment Manager (M/W) Turning Point Workflows |
For students: Scholastic Reading Counts Scholastic Reading Inventory |