Imaging Services

Base Level Services: 

Perceptive Content (ImageNow) departmental implementations, maintenance and support. Assist departments with obtaining CaptureNow license, Perceptive Content scanner configuration, etc.

Service Level: 

System Availability: 98.9%, 24x7, excluding planned downtime, calculated monthly. Planned downtime can occur during maintenance windows which are identified as every Saturday, 7:00 pm-noon on Sunday and every Tuesday and Thursday from 7:00pm-9:30pm.

65% of projects completed on-time and on-budget, as planned following requirements approval (without scope changes or customer delays).

Incident Response:

Severity Response Target Close / Timeframe
Campus-wide outage 15 Minutes 4 Hours, 24x7
Major administrative process inoperable or degraded 30 Minutes 6 Hours, 24x7
Application feature error 2 hours 12 Hours M-F 8am-5pm
Services Not Included: 

Departmental business process training and management within department.

Customers Served: 
Service Type: