Unclassified and USS Staff Account Access SLA

1. Staff are provided with access to KU resources for the length of their appointment. Access is discontinued once the staff member is no longer affiliated with the university.
2. This document outlines the provisions for requesting extended access to KU resources after staff (list appointment types) are no longer employed by the University of Kansas.
   1. Extension of access to KU resources is provided by KU Information Technology (KU IT).
   2. Extension of access is being provided to former employees who require a brief period of access to KU resources after their last day of employment.
3. Overview of department
   1. Our mission and vision
   2. KU IT org chart (authentication and authorization required)

How the service is requested/delivered

• Former employees may request extension of access by contacting the KU IT Customer Service Center at 785-864-8080 or by emailing itcsc@ku.edu.

Service Constraints / Assumptions

• Employees terminated for cause must work with KU Human Resources to request extension of access to KU resources after their access is removed. Direct access to KU systems will be granted at the discretion of KU HR, the former employee’s department head, the Chief Information Security Officer, and the Chief Information Officer.

Services Provided under Agreement

Services Provided

• Staff are provided with access to KU resources for the length of their appointment.
• Access is discontinued once the staff member is no longer affiliated with the university (i.e. the first day of non-employment).
• When requested and approved, the extension of access to KU e-mail will be granted one time for 72 hours from the date and time the request is made.

Services Not Provided

• Due to security concerns and potential violations of labor laws, access beyond the initial 72-hour extension of access must be approved by the CIO and the former employee’s department head.
• Once an employee is no longer active for 30 days, they are not able to request an extension of access.

Information Technology – Customer Service Center

• Extension of access for 72-hour period
• Extension of access may only be granted by senior IT CSC staff

Information Technology – Access Management

• Extension of access beyond initial 72-hour period

CIO, department head

• Approval of extension of access beyond 72-hour period

USS and UPS staff

• Adhere to Acceptable Use of Electronic Information Resources and Electronic Mail policies

Monitor and report on number of requests on demand

Hours of Operation

• IT Customer Service Center M-F 8am-5pm
• Access will not be granted outside IT Customer Service Center hours

Escalations, Complaints, Compliments

• Complaints called in to IT CSC will be escalated to CSC Manager
• Escalation process will go from CSC Manager, to the Director of Support Services, to the CIO
• Tickets created from reported issues will receive a customer satisfaction survey after closure

Date this SLA goes into effect: May 4, 2021.

SLA will be reviewed annually and when changed.