Standard Operating Procedures (SOP)

What are the ctcLink Standard Operating Procedures?

Purpose and Objective

The Standard Operating Procedures for ctcLink Support provides detailed procedures for Washington State Board Community and Technical College ctcLink support representatives from Application Services, ctcLink Customer Support, Data Services, and Project Management to adhere to the ctcLink Service Level Agreement (SLA) when resolving tickets.

The document provides the process and standards of how to respond to ctcLink tickets so that each customer will have an experience consistent with the ctcLink Service Level Agreement. 

Instructions are specifically for the Washington State Board Community and Technical College ctcLink support representatives, both functional and technical teams, assigned to resolve tickets.

Scope

The scope of the Standard Operating Procedures for ctcLink Support is outlined in the ctcLink Service Level Agreement, in the service elements, standards, and responsibilities sections. This document provides the ctcLink support representative responsibilities, customer’s prerequisites of ticket submission, and procedures to resolve tickets related to ctcLink. 

What Does the SOP Include?

The ctcLink Standard Operating Procedures includes the following:

• ctcLink Support Representative Responsibilities
• Customer Prerequisites
• Procedures to Prioritize ctcLink Tickets
• Procedures to Resolve ctcLink Tickets
• Severity Level Descriptions

Revisions

This is a dynamic, living document to be revisited based on evaluation results, the deployment of additional colleges, ticketing system, and changes to the ctcLink Service Level Agreement.

The ctcLink Standard Operating Procedures were last revised Oct. 12, 2021.