Grace Technology Services

We exist to help accomplish and advance the seminary’s mission and goals through serving efficiently and effectively like Christ. We serve staff, faculty, students, and donors by providing reliable technology infrastructure, effective instruction, innovative services, up-to-date solutions & exceptional support in the areas of educational technology, information technology, technical support, technology education, and web development. Above all, it is Christ whom we serve (Colossians 3:23-24)

Technology Services Overall Goal: SERVE LIKE CHRIST, PROVIDE EXCEPTIONAL SERVICE

Core Values

Service Approach

Technology Services is committed to PROVIDING EXCEPTIONAL SERVICE by:
Communicating the Purpose | Clarifying the Process | Connecting the People | Celebrating the Progress

Service Level Agreement

Technology Services team is committed to serve our Grace community by applying our Service Level Agreement (SLA). We strive to provide effective and timely resolution of technical concerns basing on the following timeframes:

LEAD TIMES

Time needed to accomplish a process request.

RESPONSE TIME

Time expected to acknowledge a ticket upon receipt or assignment to support specialist.

RESOLUTION TIME

Time required to resolve a ticket after receipt or assignment to support specialist.

LEAD TIMES

Process-driven requests need proper heads-up and ample time for completion. Please check the table below to know our different lead times. Upon receiving complete information needed to accomplish the whole process, our team will do the best that we can to complete the tasks effectively and in a timely manner. For processes not listed, please contact us.

LEAD TIME	DESCRIPTION
2 Months	Course Design Add-on
2 Months	Change Course Structure
2 Months	Add New Course
2 Days	Course Modification (Add/Update Assignments, Quizzes, Etc.,)

LEAD TIME	DESCRIPTION
3-6 Months	Faculty Canvas Training
2 Weeks	International Phone Plan
2 Weeks	On-boarding/Off-boarding Procedure
2 Weeks	Hardware – New Mobile Phone Provision
2 Weeks	Hardware – Computer Upgrade
1 Week	Hardware – New Installation
1 Week	Hardware – IP Phone Provision
2 Days	Hardware – Mobile Phone Replacement

LEAD TIME	DESCRIPTION
2 Weeks	Publish New Pages (Events, Landing, etc.,)
1 Week	Publishing blog articles, podcast episode release
1 Week	Sub-site creation
3 Days	Web Application Configuration/Re-configuration
2 Days	Update existing pages

LEAD TIME	DESCRIPTION
1 Month	Special Event Coverage (Live and/or remote)
1 Week	Change of Class Time
1 Week	Request Class Lecture Support

** More Details coming soon **

RESPONSE TIME

Customers will automatically receive an automated response acknowledging that a support ticket has been created. Support tickets will then be responded to by a Technology Services Specialist within 24-48 hours.

RESOLUTION TIME

Our resolution time varies depending on the (1) volume of reported tickets, (2) service impact of the concern, (3) thoroughness of the information provided, and (4) availability of resources needed to resolve the issue. If a ticket cannot be resolved within the expected timeframe, an updated estimated time of completion will be provided. Escalation to 3rd party support may also happen on a case-by-case basis.

Service impact is categorized into the following:

Service Impact 1: 5-10 Days – (General Inquiry, Routine Technical Check)
Service Impact 2: 4 – 5 Days – (Degraded Service – Select Minor Areas Affected)
Service Impact 3: 24-48 Hours – (Degraded Service – Select Major Areas Affected, Time-sensitive)
Service Impact 4: Less than 24 Hours – (Near Critical, Very Limited Functionality, Time-sensitive)
Service Impact 5: 2-3 Hours – (Business Critical, Total Service Disruption, Time-sensitive)