LiveHelp Chat Support Service Level Agreement
- Purpose and Priority
- Chat Service is intended to provide individuals with an online, interactive method to request and receive basic information and troubleshooting assistance. Support is provided on a first-come, first-served basis.
- Incoming chat requests to the NUIT Support Center will be queued along with incoming telephone calls. Incoming telephone calls will have a higher priority such that an incoming telephone call in queue will be answered before a chat request in queue.
- Chat Service is intended to provide individuals with an online, interactive method to request and receive basic information and troubleshooting assistance. Support is provided on a first-come, first-served basis.
- Individuals Supported
- General information about NUIT, NUIT services and Northwestern University will be provided to everyone, regardless of their membership in the Northwestern community. This includes providing information to parents, affiliates, and prospective students.
- Troubleshooting support will be provided only to current members of the Northwestern community: students, faculty, and staff.
- General information about NUIT, NUIT services and Northwestern University will be provided to everyone, regardless of their membership in the Northwestern community. This includes providing information to parents, affiliates, and prospective students.
- Scope of Service
- Support Provided Chat Service is intended to offer quick assistance on simple questions. Consultants will attempt to address any issue that an individual might call the NUIT Support Center for. Individuals asking complex questions that will require in-depth troubleshooting, configuration or instruction may be referred to another venue for support; this includes calling the NUIT Support Center, visiting a Laptop ER, contacting a UNITS representative if available, contacting DSS if appropriate, or contacting an outside vendor such as HomeTechs.
Specific issues that can be addressed via Chat Service include, but are not limited to:- Questions about @u.northwestern.edu service
- Where to find information on the NUIT web site
- Simple configuration questions about e-mail clients or WebMail
- NetID password resets
- Session Length
Support sessions are expected to last between 5 and 15 minutes. Chat Service is intended to offer quick assistance, and may not be the most efficient method to handle complex troubleshooting situations. If such a complicated session lasts longer than 15 minutes, we may refer the user to another venue for support as outlined above.
- Support Availability
Chat Service will be available during all hours the NUIT Support Center is open. Customers attempting to use the Chat Service after hours will be prompted to send an e-mail message to consultant@northwestern.edu, which will be received and responded to the next day.
- Support Provided Chat Service is intended to offer quick assistance on simple questions. Consultants will attempt to address any issue that an individual might call the NUIT Support Center for. Individuals asking complex questions that will require in-depth troubleshooting, configuration or instruction may be referred to another venue for support; this includes calling the NUIT Support Center, visiting a Laptop ER, contacting a UNITS representative if available, contacting DSS if appropriate, or contacting an outside vendor such as HomeTechs.
Additional Information:
Last Updated: 17 July 2008
