IT Customer Service Handbook-SOP

Standard Operating Procedures
(Customer Service Handbook)

For
Sandah IT support
Customer Service Handbook
TABLE OF CONTENTS
1.0 Introduction....................................................................................................................................... 4
1.1 Purpose of Standard Operating Procedures Manual......................................................................4
1.2 Scope............................................................................................................................................ 4
1.3 Performance Measurement...........................................................................................................4
1.4 Customer Responsibilities............................................................................................................. 4
1.5 Updates and Changes................................................................................................................... 4
2.0 Sandah Service Units........................................................................................................................ 5

2.1 Account Management Unit............................................................................................................. 5
2.2 InterDev Unit.................................................................................................................................. 5
2.3 InterTech Service Delivery Unit......................................................................................................5
2.3 InterTech Service Operation and Support Unit..............................................................................5
2.4 InterTech IDC and Consulting Unit................................................................................................6
2.5 InterTech Security Unit..................................................................................................................6
3.0 Hours of Support............................................................................................................................... 7

3.1 Introduction.................................................................................................................................... 7
3.2 Core Business Hours..................................................................................................................... 7
3.2.1 Hours of Support Table...........................................................................................................................7
4.0 Tiered Service Support and the Sandah Help Desk..........................................................................8

4.1 Hours of Operation and Support Type...........................................................................................8
4.2 Problems vs. Services................................................................................................................... 9
4.3 Lifecycle of a Ticket....................................................................................................................... 9
4.4 Contacting the Help Desk............................................................................................................ 10
4.4.1 E-mail....................................................................................................................................................10
4.4.2 Phone.....................................................................................................................................................10
4.4.3 Fax.........................................................................................................................................................10
4.4.4 Customer Support Services Website......................................................................................................10
5.0 Customer Service Commitments.....................................................................................................11

5.1 Universal Commitments............................................................................................................... 11
5.1.1 Customer Quality Rating.......................................................................................................................11
5.1.2 Change Management Notifications........................................................................................................12
5.2 Help Desk Commitments............................................................................................................. 13
5.2.1 Answer Incoming Calls.........................................................................................................................13
5.2.2 Respond to E-mail Messages and Faxes................................................................................................13
5.2.3 Help Self Service (HSS) Ticket Assignment.........................................................................................14
5.2.4 Respond to Voice Messages..................................................................................................................14
5.2.5 Resolve or Assign Ticket.......................................................................................................................15
Sandah IT Unit
5.2.6 Administer Help Desk Ticket System....................................................................................................15

5.2.7 Issuing SANDAH-Wide Announcements..............................................................................................16
5.3 IT Infrastructure Availability.......................................................................................................... 16
5.3.1 Maintain File and Print Servers.............................................................................................................16
5.3.2 Maintain Active Directory Domain Controllers.....................................................................................17
5.3.3 Maintain Member Servers.....................................................................................................................17
5.3.4 Maintain Web Servers...........................................................................................................................18
5.3.5 Maintain/Adjust URL Filtering Services...............................................................................................18
5.3.6 Maintain Network Switches...................................................................................................................19
5.4 Desktop Commitments................................................................................................................. 20
5.4.1 Install Desktop Hardware......................................................................................................................20
5.4.2 Move Desktop Workstations..................................................................................................................21
5.4.3 Upgrade Desktop Workstation...............................................................................................................22
5.4.4 Install Software......................................................................................................................................23
5.4.5 Resolve Desktop Workstation Hardware and Software Problems.........................................................24
5.5 Network Operations Commitments..............................................................................................25
5.5.1 Activate Existing Network Drops..........................................................................................................25
5.5.2 Group Policy..........................................................................................................................................26
5.5.3 Deployment Issue..................................................................................................................................27
5.6 Network Accounts Commitments.................................................................................................27
5.6.1 Create/Maintain Network and E-mail Accounts....................................................................................27
5.7 Server Commitments................................................................................................................... 28
5.7.1 Provide Backup and Recovery Services.................................................................................................28
5.8 Security Commitments................................................................................................................. 29
5.8.1 Antivirus Version Upgrade....................................................................................................................29
5.9 Sensitive Media Disposal............................................................................................................. 30
5.10 Allocate Data Center Space.......................................................................................................30
5.11 Web Commitments.................................................................................................................... 31
5.11.1 Broken Links.......................................................................................................................................31
5.11.2 Minor Content Issues...........................................................................................................................31
5.11.3 Internet Domain Name Registration/Renewal/Removal......................................................................32
5.11.4 New Web Site Requests.......................................................................................................................32
5.12 Telecommunication Commitments.............................................................................................33
5.12.1 Provide Leased Telecommunication Circuits.......................................................................................33
5.12.2 Provide ADSL Services.......................................................................................................................33
5.12.3 Provide Miscellaneous Telecommunication Services..........................................................................34
6.0 Contact Information......................................................................................................................... 35
Sandah IT Unit
1.0 INTRODUCTION
1.1 PURPOSE OF STANDARD OPERATING PROCEDURES MANUAL

The Sandah Customer Service Handbook defines in writing the services provided by Sandah IT Unit
and its service commitments. This is to establish a clear understanding between Sandah Employees
and IT Unit when addressing End User IT requirements, especially the following:
 Section 3, Hours of Support, describes the hours of support provided by the Sandah staff for IT
systems.
 Section 4, Tiered Service Support and the Sandah Help Desk, describes the tiered support
process used for problem and service ticket resolution.
 Section 5, employees Service Commitments, describes the services available to our employees
including commitment goals, boundaries/constraints, and employee responsibilities.
1.2 SCOPE
The Sandah Customer Service Handbook covers the operational-related services provided by IT Unit. It
is important to note that the handbook will not replace Service Level Agreements (SLA) developed for
major managed information systems and for Sandah commitments tailored to a specific program or
customer area.
Sandah main offices and most sites have their own assigned IT support staff. Employees are
encouraged to become familiar with the IT services provided by their own units and ensure they follow
the tier support process described in Section 4, Tiered Service Support and the Sandah Help Desk of
this handbook.
1.3 PERFORMANCE MEASUREMENT

IT Unit will strive to ensure that commitments listed in the Sandah Customer Service Handbook are
met. All of the commitments are measurable (such as “95% within one day” vs. “quickly”) and intends to
develop and implement processes for automating measurements and customer surveys.
1.4 CUSTOMER RESPONSIBILITIES

The service commitments (Section 5, Customer Service Commitment) clearly define End User
responsibilities that are required for IT Unit to meet its specified commitments. If End User fail to fulfill
these responsibilities, it may adversely impact IT Unit’s service support performance (e.g. failing to follow
recommended practices on the amount of e-mails stored on the server) and ultimately the customers’
experiences.
1.5 UPDATES AND CHANGES

The Sandah Customer Service Handbook is a joint effort between Sandah and its IT Unit, as represented by
Sandah Management. Handbook changes may be requested at any time by Sandah Administrators, or End
Users. The Sandah CIO must approve any handbook changes before they may be finalized. Sandah IT Unit
will review the handbook at least annually for possible changes.
Sandah IT Unit
2.0 SANDAH SERVICE UNITS
This section describes the functions performed by each of the service units within Sandah IT
Unit.
2.1 ACCOUNT MANAGEMENT UNIT

 Develops information resource policies and procedures
 Develops Sandah customers IT budget and related documents
 Provides budget analyses and reports to customer’s management
 Provides technical analyses, guidance, and support for customer’s capital planning and
investment control activities
 Identifies alternatives among internal and external sources and recommends the best sources
to supply information resource and technology products and services to customers.
 Develops information resource and technology project governance structures to support
effective project management
 Provides project management and related support for customers developed and acquired
information resources and technology products and services
 Provides contract management support
 Provides contract liaison services to appropriate acquisition authorities
2.2 INTERDEV UNIT

 Develops business practice applications
 Develops statistical applications
 Obtains system and business requirements from stakeholders for system design
 Provides quality assurance and risk management for software development
 Develops, implements, and maintains policies, procedures and standards for system
development
2.3 INTERTECH SERVICE DELIVERY UNIT

 Develops and maintains IT strategic planning documents
 Develops and maintains the Sandah enterprise architecture
 Develops and implements information technology management initiatives for customers;
ensures customers IT infrastructure resource consolidation and standardization efforts

2.3 INTERTECH SERVICE OPERATION AND SUPPORT UNIT

 Installs and maintains enterprise computer systems and associated hardware and operating
systems
 Installs and maintains enterprise application software
 Delivers desktop and office automation support
 Provides Tier 1 and 2 helpdesk support for Customers
 Performs customers infrastructure monitoring and alerts management
 Installs and supports file and print services and provides Domain Name Services
Sandah IT Unit
2.4 INTERTECH IDC AND CONSULTING UNIT

 Operates and maintains data centers
 Designs, implements, and maintains TE’s backbone network infrastructure
 Monitors SANDAH-IDC and customers network infrastructure for anomalies
2.5 INTERTECH SECURITY UNIT

 Develops, implements, and monitors the customers Information Security program to ensure
adequate protection of information
 Develops and maintains information security policies, procedures, and guidelines to safeguard
information and IT systems
 Develops and reviews customers IT security plans
 Assesses the risk and magnitude of harm that could result from unauthorized access, use,
disclosure, disruption, modification, or destruction of information and information systems that
support the operations and assets of customers
 Ensures that security and privacy have been incorporated in information system lifecycle plans
 Conducts vulnerability assessment of customers’ IT infrastructure
 Coordinates activities with internal and external organizations reviewing the customers’
information resources for fraud, waste, and abuse
 Develops and implements employee information security awareness training programs
 Manages Sandah Information Security Incident Response Team
Sandah IT Unit
3.0 HOURS OF SUPPORT
3.1 INTRODUCTION
This section defines the hours that customers can access Sandah supported IT and telecommunication
systems.
3.2 CORE BUSINESS HOURS

Core business hours for the Sandah service support team are 8:00 AM to 5:00 PM (respective local
time zones), Sunday through Thursday, excluding holidays. During the core business hours, Sandah
will avoid performing any changes or maintenance that may impact system availability.
3.2.1 HOURS OF SUPPORT TABLE

The following table provides details about hours of support.
 Hours exclude National holidays unless such support is explicitly stated.

 “Onsite Support” refers to the facilities occupied by Indian Health Service Office of Information
Technology.
 Except where indicated, all times are shown in Cairo local time (CLT).
Service Unit Hours of Support
Onsite Remote
Account Management NA 10:00 AM 5:00 PM CLT
Sunday – Thursday
InterDev Support NA 10:00 AM 5:00 PM CLT
Sunday – Thursday
Network Operations and Security Center 9:00 AM 5:00 PM CLT Full Support 24x7, 365
days a year
Sunday – Thursday
Desktop Services 9:00 AM 5:00 PM CLT Full Support 24x7, 365

days a year
Sunday – Thursday
Help Desk Services ( Sandah Help Desk) 9:00 AM 5:00 PM CLT Full Support 24x7, 365
days a year
Sunday – Thursday
Enterprise Technology Services (server 9:00 AM 5:00 PM CLT Full Support 24x7, 365
Sandah IT Unit
administration) Sunday – Thursday days a year
IT Security Staff 9:00 AM 5:00 PM CLT Full Support 24x7, 365

days a year
Sunday – Thursday
Cloud Services 9:00 AM 5:00 PM CLT Full Support 24x7, 365

days a year
Sunday – Thursday
Figure 3-1: Table of service information
4.0 TIERED SERVICE SUPPORT AND THE SANDAH HELP DESK

TE IT support is based on the principal of tiered support as illustrated below.
 Tier 1 Support: Tier 1 support is provided by the site level. Tier 1 is the basic level of customer
support related to IT hardware, software, and telecommunications. Examples would include
reset of passwords, desktop support, and installation of new telephones.
 Tier 2 Support: Tier 2 support is provided by the Sandah help desk staff. Tier 2 support
provides an intermediate level of customer support related to IT hardware, software, and
telecommunications. Examples would include assistance in the installation of software, updates,
and patches; installation of LAN equipment, ordering of new circuits, servers related issues.
 Tier 3 Support: Tier 3 support is provided by Sandah service operation and support unit. Tier 3
support provides an advanced level of customer support related to IT hardware, software, and
telecommunications. Examples would include troubleshooting of SANDAH-developed software
bugs, maintenance of SANDAH-managed servers and WAN equipment and circuits
The Sandah Help Desk staff is the Tier 3 single point of contact for the logging, assigning, tracking,
reporting and resolution/completion of IT problems and service requests for all Sandah customers. In
addition, the Sandah Help Desk system provides Tiers 1 and 2 support for customers.
Some customer sites maintain an IT help desk. If you are part of such a site, you should contact your
local help desk staff for assistance. If a problem is determined to require Tier 3 support, the associated
IT office is responsible for escalating to Sandah for resolution.
4.1 HOURS OF OPERATION AND SUPPORT TYPE

The Sandah Help Desk is staffed during the workday hours as noted in the following table excluding
National holidays. Limited after hours support is provided by the Network Operations and Security
Center
All levels of support are accessed by calling the Sandah Help Desk.
Sandah IT Unit
Support Type Support Hours Call Sandah Help Desk
TE Help Desk Staff Phone Number

9:00 AM 5:00 PM CLT
Sunday – Thursday
After hours support provided by Phone Number
Network Operations nd Security Full Support 24x7, 365 days a
Center year
Figure 4-1: Table of Help Desk support information
4.2 PROBLEMS VS. SERVICES

Calls to the help desk for assistance are categorized as either a critical problem, non-critical problem,
or a service request.
 A critical problem is any unplanned outage or loss of major functionality to a production

system affecting multiple customers.
 A problem is an unplanned outage, loss of functionality, or malfunction in the software or
hardware of an existing system that impacts one customer or has a minor impact on multiple
customers.
 Service requests usually involve obtaining access to certain systems or
enhancements/replacements for existing hardware or software. Service requests may require
immediate action or may not require action for several days or even weeks.
 Examples of services include:
 Installation of desktops
 Software and hardware installation
 Creation of network and e-mail accounts, or removal of e-mail accounts
The Standard Operating Procedure, Help Desk Ticket Escalation Procedures manual, describes the
process used by the Sandah Help Desk in responding to critical, problem, service, and change ticket
requests.
4.3 LIFECYCLE OF A TICKET

When a customer reports a problem or makes a service request, the Help Desk (HD) creates a ticket.
The following example depicts what happens when a ticket is created for a problem or service request.
Sandah IT Unit
Figure 4-3: Flowchart showing ticket lifecycle
4.4 CONTACTING THE HELP DESK

Customers are expected to use the Tier 1, Tier 2 and Tier 3 process for IT support. Field support
requests for non-critical problems and services should originate from the associated Sandah InterTech
unit. Requests for Tier 3 support from customer sites will be directed back to the associated team for
initial support.
4.4.1 E-MAIL
Customers may contact the Sandah Help Desk by phone and by e-mail by sending a message to the
Help Desk e-mail account, at support@techeg.com.
If you use e-mail to contact the Help Desk, it is best used for the following issues:
 Non-urgent problems
 Ask general questions
 Submit request forms
 Request services (e.g., such as account activations, equipment moves, software installations,
etc)
4.4.2 PHONE
To contact the Sandah Help Desk customers may call Phone Number. If you place a call after the Help
Desk’s normal hours, you will be required to leave a message so that the problem can be routed to the
appropriate individual during normal working hours.
Sandah IT Unit
The Sandah Help Desk staff will make every effort to answer your call quickly; however, your call may
be routed to voice mail during a high call volume period. When this happens, state your name, phone
number, customer name, and a brief description of the problem in your message. Staff will monitor the
voice mail system and respond to your messages as quickly as possible.
4.4.3 FAX
Customers may fax items (e.g., signed request forms) to the Help Desk at Fax Number.
4.4.4 CUSTOMER SUPPORT SERVICES WEBSITE

Help is also available online at the following web site.
http://support.techeg.com
5.0 CUSTOMER SERVICE COMMITMENTS

Customer service commitments are stated in the form of performance measures. The service
commitments establish valuable communication between the user and the service provider, and help
provide a means for measuring success and failure. The Sandah Help Desk will track progress toward
meeting the service commitments through the analysis of Help Desk ticket aging reports and customer
survey responses.
Commitments are expressed in terms of workdays instead of calendar days unless otherwise noted,
and only apply to services when there is a business need.
Service commitments begin at the time a help desk ticket is created, documenting the request or
problem as described in the Contacting the Help Desk section of this document. Service requests or the
reporting of problems by other means (e.g., e-mail or phone call directly to the service provider) are not
held to the commitments in this document. Therefore, it is very important that customers contact the
Sandah Help Desk to have a ticket created.
5.1 UNIVERSAL COMMITMENTS

5.1.1 CUSTOMER QUALITY RATING
Service Service Provider
Customer Quality Rating TE Infrastructure Services
Sandah IT Unit
Description
Provide timely high quality service to our customers in resolving problems and providing services.
Commitment Customer Responsibility Boundaries or Constrains
 Achieve a 90% or Respond to customer service quality Service available to all

higher rating for survey requests. customers.
satisfactory
performance of service
 Achieve a 90% or
higher rating for
satisfactory timeliness
of service.
5.1.2 CHANGE MANAGEMENT NOTIFICATIONS

Change Management Notifications TE Infrastructure Services
Description
Schedule changes to IT
 Create a change Within one day of change notification Service available to all
request for message being sent, notify the customers.
Administration review Sandah Help Desk should they feel
at least one week prior there is a reason why the change
to implementation of should not be done.
changes, 95% of the
time.
Sandah IT Unit
 Notify customers of an
upcoming change that
involves an outage or
change in functionality
at least two (2) days in
advance 95% of the
time the event is to
occur.
5.2 HELP DESK COMMITMENTS

5.2.1 ANSWER INCOMING CALLS
Answer Incoming Calls TE Help Desk
Description
Answer incoming telephone calls to the Sandah Help Desk
Answer calls within two (2) None Constrained by the availability of

minutes, 95% of the call- HD staff.
time.
Sandah IT Unit
5.2.2 RESPOND TO E-MAIL MESSAGES AND FAXES

Respond to E-mail Messages and Faxes TE Help Desk
Description
Respond to customer e-mail messages and faxes sent to the Sandah Help Desk
(support@techeg.com) which includes creating or updating a ticket, and sending the customer an
acknowledgement. Faxes are typically received for service requests which require approval signature
from Administration.
Respond to e-mails within Include all the pertinent information Service available to all
two (2) hours of the call- in the e-mail message. customers.
time.
5.2.3 HELP SELF SERVICE (HSS) TICKET ASSIGNMENT

HSS Ticket Assignment TE Help Desk
Description
Assign tickets submitted via HSS
Process HSS Tickets Include all the pertinent information Service available to all
within two (2) hours, 95% in the description of the problem or customers.
of the call-time. service request.
Sandah IT Unit
5.2.4 RESPOND TO VOICE MESSAGES

Respond to Voice Messages TE Help Desk
Description
Respond to customer voice messages left for the Sandah Help Desk at Phone Number by
creating/updating a ticket, and sending an acknowledgement to the customer. When customers call
the Sandah Help Desk and analysts are not available to answer calls, customers may leave a voice
message.
Respond to messages Voice message must include the Service available to all
within two (2) hours, 100% customer's name, phone number, customers.
of the call-time. and a brief description of the
problem.
5.2.5 RESOLVE OR ASSIGN TICKET

Resolve or Assign Ticket TE Help Desk
Description
There are a variety of problems or service requests that can be resolved by the Help Desk without
further assignments. The remaining tickets require assignment to other members of Sandah for
resolution.
 When the ticket can be When submitting ticket, provide all Service available to all
resolved by the pertinent information needed to customers.
Sandah IT Unit
Sandah Help Desk, resolve the ticket in a timely manner.

resolve within two (2)
days, 80% of the time.
 If the ticket cannot be

resolved by the
Sandah Help Desk,
appropriately assign
the ticket within two (2)
hours, 95% of the call-
time.
5.2.6 ADMINISTER HELP DESK TICKET SYSTEM

Administer Help Desk Ticket System TE Service Delivery Team
Description
Resolve problems and service requests related to the Help Desk Ticket System (service center).
Implemented approved system changes. The Help Desk Ticket System includes the call logging, call
monitoring, and service center components.
Respond to problems and Provide their name, phone number, Because changes are project
service requests within and a brief description of the oriented and require
one (1) day, 95% of the problem or service request. Administration approval, there is
call-time. not a specified commitment for
implementing changes.
5.2.7 ISSUING SANDAH-WIDE ANNOUNCEMENTS

Issuing SANDAH-Wide Announcments TE Help Desk
Description
Electronically post Sandah wide e-mail announcements of general interest.
Sandah IT Unit
Issue announcements Submit requests via e-mail to Constrained by the availability of

within one (1) day, 95% of support@techeg.com HD staff.
the call-time.
5.3 IT INFRASTRUCTURE AVAILABILITY
5.3.1 MAINTAIN FILE AND PRINT SERVERS

Maintain File and Print Servers TE Service Operation and Support
Description
Servers provide network attached personal and shared disk space availability for file and print
services of office automation systems, and access to a variety of authorized printers for employees
use.
99% availability during  Delete old or unnecessary files. Applies only to servers under the
core business hours operational control of the TE.
 Limit files storage to Business
Files (e.g., Word, Excel).
 Negotiate additional space

requirements with SANDAH-
based on needs and usage.
5.3.2 MAINTAIN ACTIVE DIRECTORY DOMAIN CONTROLLERS

Maintain Active Directory Domain Controllers TE Service Operation and Support
Description
Monitor and Maintain Active Directory Domain Controllers to ensure service availability.
Sandah IT Unit
99% availability during None Applies only to servers under the

core business hours operational control of the TE.
5.3.3 MAINTAIN MEMBER SERVERS

Maintain Member Servers TE Service Operation and Support
Description
Support customers’ member servers’ and meet Sandah approved server configuration.
Respond to requests for None Applies only to servers under the

member server support at operational control of the TE.
customers’ sites within two
(2) days, 95% of the time.
5.3.4 MAINTAIN WEB SERVERS

Maintain Web Server TE Service Operation and Support
Description
Web servers provide public and internal access to the customers’ online resources.
Sandah IT Unit
99.98% availability during None Limited to web servers under the

core business hours. control of TE.
5.3.5 MAINTAIN/ADJUST URL FILTERING SERVICES

Maintain/Adjust URL Filtering Services TE Service Operation and Support
Description
Provide for screening of web site requests to Internet sites. Filtering is based on categorizations of
web sites. Custom filters are added and removed at the discretion of Customer Management.
(Website categorizations are controlled and defined by the software vendor.) Examples include
Educational to Adult.
99.95% availability during Utilize the Sandah Helpdesk to  Service available to all
core business hours. request site blocks/unblocks. customers.
 TE will only remove site

filters that have been
approved by designated
Customer coordinators.
5.3.6 MAINTAIN NETWORK SWITCHES

Maintain Network Switches TE Service Operation and Support
Description
Maintain floor/access, distribution switches and backbone network switches. Floor/access switches
are the user’s connection device to the network; distribution switches are primary connections to the
backbone, and core switches provide backbone network connectivity across the LAN / WAN to all
customer staff and systems.
Sandah IT Unit
99.98% availability during None Applies only to switches under

core business hours. operational control of TE.
5.4 DESKTOP COMMITMENTS
5.4.1 INSTALL DESKTOP HARDWARE

Install Desktop Hardware TE Service Operation and Support
Description
Install desktop workstation (CPU, monitor, and printer), peripherals, and/or other desktop hardware
(e.g., network printers, shared scanner), as scheduled. This service also includes the surplus of any
Sandah IT Unit
hardware being replaced.
 Complete the  Participate in customer interview Service provided only to

installation within three with service provider to: customers with Tier-1 Support
(3) days, 95% of the Contract.
time o Identify any approved
non-standard software
 Retain the customer’s needed.
old PC for ten (10)
workdays to ensure o Provide proof of
that data was properly Customer licenses and
transferred to the new software media (when
PC, unless the required) for use during
customer specifically the installation for all
requests otherwise. approved nonstandard
Old system data is software.
then removed for
security purposes. o Ensure network drop is
installed and active at
 Perform quality new location. Otherwise
assurance check with submit a separate request
the customer the next to the Sandah Help Desk.
day to verify that all
required software was o Ensure network drop and
installed, and all the power outlet are
data was transferred. accessible.
o Ensure workstation
location is accessible at
scheduled time.
5.4.2 MOVE DESKTOP WORKSTATIONS
Move Desktop Workstation TE Service Operation and Support
Description
Sandah IT Unit
Move desktop workstations and peripherals.
Lead time: Submit all requests at least three (3) workdays in advance.
Complete the move on the  Submit all requests at least three Service provided only to
date requested by the (3) workdays in advance. customers with Tier-1 Support
customer 95% of the time. Contract. Moves which involve
 Ensure network drop is installed more than ten (10) workstations
and active at new location. are likely to require additional
Otherwise submit a separate customer lead time.
request to the Sandah Help
Desk.
 Ensure network drop and power

outlet are accessible.
 Provide secured storage in a 2-

stage move (when a request
requires hardware to be moved
out of the current space on a
different date than when it will be
moved into the new space).
 Ensure workstation location is

accessible at scheduled time.
5.4.3 UPGRADE DESKTOP WORKSTATION
Upgrade Desktop Workstation TE Service Operation and Support
Sandah IT Unit
Description
Upgrade or reconfigure desktop workstation hardware as requested. Examples of hardware upgrades

or reconfiguration include converting an existing printer to a network printer, installing memory in
existing CPU, or installing a larger hard drive.
Complete the upgrade on  Submit all requests at least three Service provided only to
the date requested by the (3) workdays in advance. customers with Tier-1 Support
customer 95% of the time. Contract. Moves which involve
 Ensure workstation is accessible, more than ten (10) workstations
and all data has been saved in are likely to require additional
any open applications. customer lead time and
resources may be required.
 Provide desktop workstation
hardware to be installed or
reconfigured.
 Provide necessary information

for the upgrade, as requested
(e.g., name and location of
recipients).
5.4.4 INSTALL SOFTWARE

Install Software TE Service Operation and Support
Description
Sandah IT Unit
Install software on desktop workstations and laptops as requested. This excludes software
installations required to solve problems.
Complete the installation  Submit all requests at least three  Service provided only to
no later than the date (3) workdays in advance. customers with Tier-1
requested by the Support Contract.
customer, 95% of the time  Must provide proof of license for
approved non-standard software  For commercial software,
(personal software cannot be there must be sufficient
installed on business licenses.
workstations).
 If requesting software to be
 When required, provide software installed on more than ten
media for use during the (10) workstations, additional
installation for approved non- lead time and resources may
standard software. be required.
 Ensure workstation location is

accessible.
5.4.5 RESOLVE DESKTOP WORKSTATION HARDWARE AND SOFTWARE PROBLEMS

Sandah IT Unit
Resolve Desktop Workstation Hardware and TE Service Operation and Support

Software Problems
Description
Repair desktop workstation (CPU, monitor, keyboard, and mouse) including the acquisition of any
parts needed for the repair.
Solve desktop software problems including the identification and removal of viruses, installation of
drives for external desktop peripherals (e.g., printers and scanners), and network connectivity
configurations associated with desktop workstations and external peripherals (e.g., printers and
scanners).
Printer problem are limited to restoring network connectivity, updating drivers, and basic
troubleshooting.
Resolve problems within  Ensure workstation location is  Service provided only to

two (2) days, 80% of the accessible at specified time. customers with Tier-1
time Support Contract.
 Arrange the repair or
replacement of external desktop  Customer availability may
peripherals such as printers and affect responsiveness (e.g.,
scanners. if you are unavailable for any
reason or ask the Sandah
Help Desk to contact you at
a later time).
 Hardware failures under

warranty may take at least
one day for the vendor to
provide the replacement
part. If parts need to be
ordered, then there may be
delays (typically 1 or 2 days)
until their arrival unless out
of stock items.
Sandah IT Unit
5.5 NETWORK OPERATIONS COMMITMENTS
5.5.1 ACTIVATE EXISTING NETWORK DROPS
Activate Existing Network Drops TE Service Operation and Support
Description
Activate/reactivate existing network drops. Network drops not accessed for more than three (3)
months may be deactivated. If you suspect a drop has been deactivated in error, please contact
the Sandah Help Desk.
Complete activations of Make sure location of network drop  Service provided only to
existing network drops is accessible. customers with Tier-1
within eight (3) days, 95% Support Contract.
of the time
 If ports are not available on a
switch, then an
additional/larger switch will
need to be ordered creating
a delay of up to ten (10)
weeks.
5.5.2 GROUP POLICY

Group Policy TE Service Operation and Support

Sandah IT Unit
Description
Maintenance of Active Directory Group Policy Objects (GPO). This service includes creation of
new GPO’s along with modification of current GPO’s.
 Complete the creation  Assemble business case for new  Service available to all
of new GPO’s within GPO’s that fall outside the range customers.
two (2) days, 95% of of TE’s standard GPO structure.
the time.  Additional time may be
 Specify which organizational required if customer has not
o Complete units the GPO should be applied assembled business case for
providing to. new GPO’s that fall outside
support for the standard IHS GPO
modification of structure.
current GPO’s
within two (2),
days, 95% of
the time
o Link the GPO

to requested
sites.
o Initiate change
management
process for
approval before
change is
made.
o Schedule a
maintenance
window with
customer.
Sandah IT Unit
5.5.3 DEPLOYMENT ISSUE

Deployment Issue TE Service Operation and Support
Description
Customer site having issues deploying critical patch to computers/servers.
Though these patches primarily pertain to Microsoft software, it is important to note that support
will be provided for Customer standard software (i.e. Adobe Acrobat).
 Respond to Customer  Ensure that all systems are up to  Service available to all
site request for patch date with current patches/hot customers.
deployment support fixes, in a timely manner.
within one (1) day,  support personnel must
95% of the time.  Utilize Sandah standard patching ensure that they are utilizing
tools (i.e. WSUS) rather than standard patching tool to
 Ensure that all depending upon Microsoft distribute software updates.
systems are patched standalone automatic updates.
to most recent version.
5.6 NETWORK ACCOUNTS COMMITMENTS

5.6.1 CREATE/MAINTAIN NETWORK AND E-MAIL ACCOUNTS
Create/Maintain Network and E-mail Accounts TE Service Operation and Support
Description
Maintenance user accounts, mailboxes distribution lists and security groups.
Create, move, disable and  Notify Sandah Help Desk when  Service available to all
delete user and e-mail user’s employment has been customers.
accounts with two (2) terminated.
hours, 95% of the time.  Timeliness of mailbox
This includes resetting  Notify Sandah when new creation and maintenance
user passwords and employee begins employment. will be dependent upon
modifying security group availability and performance
membership. of Customer Exchange
Sandah IT Unit
servers.
5.7 SERVER COMMITMENTS

5.7.1 PROVIDE BACKUP AND RECOVERY SERVICES
Provide Backup and Recovery Services TE Service Operation and Support
Description
Support customer sites conducting back-ups for data stored on servers. This includes support for
both installing/configuring standard back-up software and assisting with the restoration of a
production server.
Commitment Customer Responsibility Boundaries or

Constrains
 Respond to data restore  Maintain a consistent back-  Service available to all

support requests on a up schedule for data that customers.
production server within four resides on site servers.
(4) hours, 95% of the time.  Customer sites must
 Periodically conduct data ensure they are running
o Respond to restores to ensure back-up Sandah standard back-
installation/configuratio integrity. up software.
n back-up software
request within two (2)
o Ensure consistent
successful server back-
ups.
Sandah IT Unit
5.8 SECURITY COMMITMENTS
5.8.1 ANTIVIRUS VERSION UPGRADE
Antivirus Version Upgrade TE Service Operation and Support
Description
TE classifies upgrades to Antivirus Software into two categories, functional upgrades and
vulnerability patches. The Sandah anti-virus commitments are based on these two categories
which have different severity levels.
 Respond to request for  Complete deployment of AV  Service available to all

AV functional upgrade vulnerability patches within one customers.
support within two (2) (1) week of distribution.
days, 95% of the time.  Customer sites must make
 Complete deployment of AV every effort to upgrade to the
 Respond to request for functional updates within 1 latest version of AV,
AV vulnerability patch month of distribution. especially when they are
support within four (4) deploying a software
hours, 95% of the  Upon completion of successful vulnerability patch.
time. upgrade, notify Sandah Help
Desk that vulnerability patches  Customer sites must also be
have been distributed. sure to keep AV virus
definitions up to date.
 Customer sites must ensure

they are running Sandah
standard anti-virus software.
Sandah IT Unit
5.9 SENSITIVE MEDIA DISPOSAL

Sensitive Media Disposal TE Service Operation and Support
Description
Destroy and/or overwrite electronic media to include—but not be limited to— magnetic tapes,
CDs, DVDs, floppy disks, ZIP disks, audio tapes, video tapes, and hard drives.
Upon receipt of the media  Submit requests to Sandah Help  Service available only to
and original signed Desk and deliver physical media subscribed customers.
request form, complete to Sandah HQ or request on-site
requests within three (3) pick up.
5.10 ALLOCATE DATA CENTER SPACE

Allocate Data Center and Test Lab Space TE Service Operation and Support
Description
For network servers and other network hardware, provide physical rack space, power, cooling,
and network cables in SANDAH-IDC or customer’s Data Centers, as well as
Once the change ticket is Create a change ticket. Provide all  Service available in
approved, complete requested information in a timely SANDAH-IDC only to
requests within seven (7) manner. subscribed customers.
days, 95% of the time
 Service Available in
Customer’s data centers for
all customers
Sandah IT Unit
5.11 WEB COMMITMENTS
5.11.1 BROKEN LINKS

Broken Links TE Help Desk
Description
Respond to alerts of broken links and fix the issue.
Acknowledge issue and  Provide URL of the broken link  Service available to all Web
repair or remove within and what page the user found Hosting customers.
five (5) days, 95% of the the broken link on.
time.
 If the user knows what the link
should be changed to they
should provide it. This will be
verified on our end.
5.11.2 MINOR CONTENT ISSUES

Minor Content Issues TE Help Desk
Description
Respond to alerts of bad content.
Acknowledge issue and  Provide URL where the content  Service available to all Web
repair or remove within issue occurs and accurately Hosting customers.
five (5) days, 95% of the describe what on the page needs
time. to be updated or modified.
Sandah IT Unit
 If the user knows what the

content should be changed to it
should be included.
5.11.3 INTERNET DOMAIN NAME REGISTRATION/RENEWAL/REMOVAL

Internet Domain Name Registration/Renewal/Removal TE Help Desk
Description
Add/Remove/Modify Domain Name Registration. Renewal
Complete request within  Provide Doman Name Service  Service available to all
five (5) days, 95% of the Request Form to the Sandah customers.
time. Help Desk
 If the request DNS name not
available and the user
persists it may take longer
than five (5) days to resolve
the issue.
5.11.4 NEW WEB SITE REQUESTS

New Web Site Requests TE Help Desk
Description
Evaluate web site request forms and respond to requester.
Complete review and Provide a completely filled out  Service available to all
respond within 14 days, website request form with a very customers.
95% of the time. complete description of the work
being requested.
Sandah IT Unit
5.12 TELECOMMUNICATION COMMITMENTS
5.12.1 PROVIDE LEASED TELECOMMUNICATION CIRCUITS

Provide Leased Telecommunication Circuits TE Help Desk
Description
Request and manage telecommunication circuits Telecom Egypt.
Submit request to service Submit request using form, with  Service available to all
provider within three (3) complete and accurate information customers.
work days of receipt of a regarding the requested circuit and
complete request, 90% of the site requiring the circuit.
the time.
5.12.2 PROVIDE ADSL SERVICES

Provide ADSL Services TE Help Desk
Description
Register new ADSL lines, Follow up on installation, Interface with service providers; escalate
service requests.
Respond to request within Provide complete and accurate  Service available to all
three (3) work days, 90% information regarding the circuit or
Sandah IT Unit
of the time. problem. customers.
5.12.3 PROVIDE MISCELLANEOUS TELECOMMUNICATION SERVICES
Provide Miscellaneous Telecommunication Services TE Help Desk
Description
Interface with service providers; provide existing reports, request new reports, escalate service
requests.
Respond to request within Provide complete and accurate  Service available to all
three (3) work days, 90% information regarding the circuit or customers.
of the time. problem.
Sandah IT Unit
6.0 CONTACT INFORMATION

If you have any questions or comments regarding this distribution, please contact the Sandah
Help Desk by:
Phone: Phone Number
Fax: Fax Number
Web: http://support.techeg.com
E-mail: Support@techeg.com
Sandah IT Unit

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IT Customer Service Handbook-SOP

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Standard Operating Procedures

(Customer Service Handbook)

2.0 Sandah Service Units........................................................................................................................ 5

3.0 Hours of Support............................................................................................................................... 7

4.0 Tiered Service Support and the Sandah Help Desk..........................................................................8

5.0 Customer Service Commitments.....................................................................................................11

5.2.6 Administer Help Desk Ticket System....................................................................................................15

6.0 Contact Information......................................................................................................................... 35

1.1 PURPOSE OF STANDARD OPERATING PROCEDURES MANUAL

1.3 PERFORMANCE MEASUREMENT

1.4 CUSTOMER RESPONSIBILITIES

1.5 UPDATES AND CHANGES

2.0 SANDAH SERVICE UNITS

2.1 ACCOUNT MANAGEMENT UNIT

2.2 INTERDEV UNIT

2.3 INTERTECH SERVICE DELIVERY UNIT

2.3 INTERTECH SERVICE OPERATION AND SUPPORT UNIT

2.4 INTERTECH IDC AND CONSULTING UNIT

2.5 INTERTECH SECURITY UNIT

3.0 HOURS OF SUPPORT

3.2 CORE BUSINESS HOURS

3.2.1 HOURS OF SUPPORT TABLE

 Hours exclude National holidays unless such support is explicitly stated.

Service Unit Hours of Support

Account Management NA 10:00 AM 5:00 PM CLT

InterDev Support NA 10:00 AM 5:00 PM CLT

Desktop Services 9:00 AM 5:00 PM CLT Full Support 24x7, 365

administration) Sunday – Thursday days a year

IT Security Staff 9:00 AM 5:00 PM CLT Full Support 24x7, 365

Cloud Services 9:00 AM 5:00 PM CLT Full Support 24x7, 365

4.0 TIERED SERVICE SUPPORT AND THE SANDAH HELP DESK

4.1 HOURS OF OPERATION AND SUPPORT TYPE

Support Type Support Hours Call Sandah Help Desk

TE Help Desk Staff Phone Number

Figure 4-1: Table of Help Desk support information

4.2 PROBLEMS VS. SERVICES

 A critical problem is any unplanned outage or loss of major functionality to a production

4.3 LIFECYCLE OF A TICKET

Figure 4-3: Flowchart showing ticket lifecycle

4.4 CONTACTING THE HELP DESK

4.4.4 CUSTOMER SUPPORT SERVICES WEBSITE

5.0 CUSTOMER SERVICE COMMITMENTS

5.1 UNIVERSAL COMMITMENTS

Customer Quality Rating TE Infrastructure Services

Commitment Customer Responsibility Boundaries or Constrains

 Achieve a 90% or Respond to customer service quality Service available to all

5.1.2 CHANGE MANAGEMENT NOTIFICATIONS

Change Management Notifications TE Infrastructure Services

Commitment Customer Responsibility Boundaries or Constrains

5.2 HELP DESK COMMITMENTS

Answer Incoming Calls TE Help Desk

Answer incoming telephone calls to the Sandah Help Desk

Commitment Customer Responsibility Boundaries or Constrains

Answer calls within two (2) None Constrained by the availability of

5.2.2 RESPOND TO E-MAIL MESSAGES AND FAXES

Respond to E-mail Messages and Faxes TE Help Desk

Commitment Customer Responsibility Boundaries or Constrains

5.2.3 HELP SELF SERVICE (HSS) TICKET ASSIGNMENT

HSS Ticket Assignment TE Help Desk

Assign tickets submitted via HSS

Commitment Customer Responsibility Boundaries or Constrains

5.2.4 RESPOND TO VOICE MESSAGES

Respond to Voice Messages TE Help Desk

Commitment Customer Responsibility Boundaries or Constrains