SLA Assignment
SLA_Assignment_Project Page 1 of 2 Service Level Agreements Assignment You are working for a support company as a support technician. The Service Level Agreement for customers is available for you as ‘Sample - Service Level Agreement’. Using this document, complete the following activities and upload the completed assignment via the link below this document. 1. You are working on a project that upgrades workstations. A. Create a user guide on how to turn on and log on to a Windows workstation. B. Create a survey from that you will give to the clients in regard to the project. The survey form should also have instructions for use. C. Create a matrix that you will use to compile the survey data 2. You have installed a new printer. A. Research the internet for a new printer and download user guides and help files for the printer that you could present to a user. Provide these guides with the other documentation required in this assessment. B. Research the maintenance required by the device and create a schedule. C. Detail the system requirements for the printer D. Detail the features of the printer for the client SLA_Assignment_Project Page 2 of 2 Code Name Complete Element ICASAS410A Identify and resolve client IT Problems ICAICT202A Work and communicate effectively in an IT environment ICASAS502A Establish and maintain client user liaison 1,2 Creator Internal Validator External Validator Date Michael Williams Darrell Klar Karen Hyland 05/11/2012 SLA Assignment Question 1. You are working on a project that upgrades workstations. A. Create a user guide on how to turn on and log on to a Windows workstation. 1. Return to Windows; After upgrade, a user account already exists from the previous Windows. With a clean install you are asked to create one. 2. Use express settings; Click Next and then on the next screen, click Use Express Settings.(There is a Customise settings option, but ignore it.) 3. Choose default apps; Clicking Next uses the default settings for photos and the web. There is a hard-to-see option to choose your own default apps. 4. Ready to use it; Settings and software are migrated to Windows 10 during the upgrade and the desktop appears at last. It is ready to use. 5. Connect to Wi-Fi; a. View the networks; Mouse over the wireless network icon at the right side of the taskbar and a message appears indicating if you have a connection and if connections are available. Click the icon to view the networks that are within reach of the computer. Wait for then all to appear. b. Select a network; There may be networks listed and they might have obscure names. Click the network you want to connect to and there is an option to connect automatically. If this is your home or work Wi-Fi, tick it before clicking the connect button below the name. c. Enter the password; Some wireless networks are open and have no security, but most do and your home Wi-Fi network should be secured with a password. If prompted to enter the network security key, enter the password. It is often printed on the back or base of home routers. d. Check you’re connected; Are you on the wireless network? Do you have internet access? Let the mouse hover over the Wi-Fi icon at the right side of the taskbar and a message pops up indicating the Wi-Fi name and connection status. Click the icon to see which network you are connected to. 6. Create a New user a. Go to accounts; Got to start menu and click Settings. Select Accounts in the Settings window. This is where user accounts are created. b. Family and others; Ignore ‘Your account’ on the left and select ‘Family& other users.’ On the right, you can add a family member or someone else. c. Add your family; Creating an account is identical for family, other users, adults and children Enter their email address or click the link below. d. They are invited; if the user does not have an email address, you must create one. Once the email is entered, the person will be sent an invitation. e. Pending invitations; Back at the main screen you can see that the new user is ‘Adult, Pending.’ They are not yet fully accepted as a user. f. Accept the invitation; The new user must log into their account on the PC, open the Mail app, check their inbox and click the Accept invitation link. 7. Password Setting a. Access settings; Click the start button to open the menu. From here select Settings from the left-hand menu to open the main Settings window. b. Locate password option; Select the Accounts option. When the main Accounts option. When the main Accounts screen appears, choose Sign-in options from the list on the left. c. Choose password; Click the Add button under Password. Enter a strong, but memorable password – see the box for hints. Retype it in the Re-enter box. d. Set password hint; Type a hint to help you should you ever forget the password. Make it cryptic, so only you can guess it. Click Next followed by Finish. e. Test password works; Clikc the start button, select Power and choose Restart. When the log-on screen appears click your name and enter your password. f. Update password; Return to the Sign-in Options screen and click Change should you ever need to update your password to a new one. B. Create a survey from that you will give to the clients in regard to the project. The survey form should also have instructions for use. 0. Please complete this survey regarding your experience with services provided by our help desk team. You can provide us a choice of Yes or No for the answer in each row. If you never had contact with our team in the manner described or if you do not have an opinion, you can leave blank. The below describes priority-level guideline for you to referring for the questions. The Help Desk prioritizes requests for support according to the following priority-level guidelines: · High Priority; Service name is not operational for multiple users. A major function of service name is not operational for multiple users. · Medium Priority; Service name is not operational for a single user. A major function of service name is not operational for a single user. A user needs to access a locked record. · Low Priority A minor function of service name is not operational for one or more users (who can continue to use other application functions). A user has questions about service name functionality. A user needs administrative assistance. Enhancement requests are logged as Low Priority, but are reviewed and scheduled by the service name Advisory Board. 1. Was your issue solved to your satisfaction? (Yes/No) 2. Did our technician handle your issue with professionalism? (Yes/No) 3. Did our response within the time frames of the table below? Problem Response High Priority 10 minutes (Yes/No) Medium Priority 2 hours (Yes/No) Low Priority 24 hours (Yes/No) 4. Did our technician keep you updated on your issue until it was solved? (Yes/No) 5. Did problem resolution time meet the time frame below? (Yes/No) Problem Resolution Time High Priority 2 hours (Yes/No) Medium Priority 4 hours (Yes/No) Low Priority 8 hours (Yes/No) C. Create a matrix that you will use to compile the survey data. Number of Yes Service Quality Resolution 4~5 Satisfactory Keep customer informed with the service that our helpdesk can provide. Send regular notification if they have any problems to be solved. 3 Moderate Review the survey and improve the categories failed to meet our standard. 1~2 Poor Service manager can contact customers to ask further information of the poor service, and then plan for further improvement such as regular staff meeting, setting targets and internal trainings. Question 2. You have installed a new printer. A. Research the internet for a new printer and download user guides and help files for the printer that you could present to a user. Provide these guides with the other documentation required in this assessment. Brother MFC-L2700DW User Guide: Quick Setup Guide: Important Notice for Network Security: Default Login Password Change Product Safety Guide: B. Research the maintenance required by the device and create a schedule. Drum Unit Replacement Guide: Troubleshooting Guide: Refer to the User Guide page 43 ~ 61 C. Detail the system requirements for the printer. D. Detail the features of the printer for the client GENERAL · Printing Technology Laser - monochrome · Display 2 lines x 16 characters · Office Machine Features Scan to e-mail, scan to folder, scan to application · Fax Type Plain paper · Manufacturer Brother International CONNECTIVITY · Wireless Ready Yes · Mobile Printing Capability Apple AirPrint, Google Cloud Print MEMORY · Standard Memory 32 MB PRINTER · AirPrint Enabled Yes · First Print Out Time B/W 8.5 sec POWER · Power Consumption Sleep 1.1 Watt · Power Consumption Standby 2.7 Watt · Power Consumption Operational 480 Watt MISCELLANEOUS · Microsoft Certifications Compatible with Windows 7 · Consumables Included 1 x cartridge (black) - up to 700 pages · Color Category gray · First Copy Out Time B/W 10 sec DISPLAY · Line Qty 2 · Characters / Line Qty 16 COPYING · Max Copying Speed Up to 26 ppm · Max Copying Resolution Up to 600 x 600 dpi · Max Copying Speed B/W 26 ppm · Max Copying Resolution B/W 600 x 600 dpi · Grayscale Half-Tones 256 · First Copy Out Time B/W 10 sec · Max Document Enlargement 400 % · Max Document Reduction 25 % · Maximum Copies 99 RAM · Installed Size 32 MB PRINTING · Max Printing Resolution Up to 2400 x 600 dpi · Max Printing Speed Up to 26 ppm · Max Resolution B/W 2400 x 600 dpi · Image Enhancement Technology Brother HQ1200 · Max Printing Speed B/W (ppm) 26 ppm · Automatic Duplexing Yes · First Print Out Time B/W 8.5 sec CONNECTIONS · Interfaces 1 x USB 2.0 - 4 pin USB Type B 1 x LAN - RJ-45 · Security Protocols & Features WEP, WPA-PSK, WPA2-PSK, WPS, ARP, Wi-Fi Direct · Operating System Support MS Windows Server 2003, MS Windows XP Professional x64 Edition, MS Windows 7, MS Windows Vista, MS Windows XP Home Edition, MS Windows XP Professional, MS Windows Server 2003 x64 Edition, MS Windows Server 2008, MS Windows Server 2008 R2, Apple Mac OS X 10.8.x, MS