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  1. Information Technology Systems and Services
  2. Security & Policies
  3. Service Level Agreements
  4. Service Level Agreements

Service Level Agreements

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Service Level Agreements
  • Overview of Service Level Agreements
  • Application Development & Support Services
  • Classroom and Event Support
  • Enterprise Systems Support Services
  • End User & Computer Device Support
  • Email Infrastructure Support Services
  • Hosting Services
  • iOS Fleet Management Service
  • Managed Data Storage and Secure Backup
  • Managed Print Services
  • Network Services
  • Reporting & Analysis Services
  • Third Party Application Integration & Support Services
  • Voice Services
  • Web Hosting and Content Management Support
Contact Us
[email protected]
+1 218 726 8847
TTY/TTD
1-800-627-3529

TechCenter Help Desk
Kirby Plaza 165
Duluth, MN 55812
United States

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ITSS develops and maintains service level agreements (SLAs) for the primary services we offer to the campus. The intent of the SLA is to define the service and support levels for the campus.

Current SLAs include:

  • Application Development & Support Services
  • Classroom and Event Support
  • Email Infrastructure Support Services
  • End User & Computer Device Support
  • Enterprise Systems Support Service
  • Hosting Services
  • iOS Fleet Management Service
  • Managed Data Storage and Secure Backup
  • Managed Print Services
  • Network Services
  • Reporting & Analysis Services
  • Third Party Application Integration & Support Services
  • Voice Services
  • Web Hosting and Content Management Support

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  • Services
    • ITSS Service Requests
    • Academic Technology
      • About Academic Technology
      • Academic Technology Support Model
      • Academic Technology Support for Faculty
        • Drop-Ins
        • AT Appointments
        • Course Design Consultations
      • Academic Technology Support for Students
      • Academic Technologies and Tools
        • Hypothesis Canvas Learning Tool Integration
        • Student Response Systems for Students
      • Instructor Development and Events
        • ITSS Canvas Demos
        • Let's Talk Teaching - Fall 2023
        • #ThingsWorthSharing
    • Application Development
    • Computer Management
      • Computer Management Overview
      • Active Directory (Win)
        • Active Directory for Windows Computers
        • Accessing Files
        • Restoring Files
        • Installing Software
      • Fleet Management (iOS & Chromebook)
      • Hardware Purchasing Program
      • JAMF Pro (Mac)
        • JAMF Pro for Apple Computers
        • Accessing Files
        • Action Needed: University-owned Device Setup
        • Installing Software via Self Service
        • Mac FileVault2 Encryption
    • Data Storage
    • Database & Server Support
      • Databases and Servers Overview
      • Server Support & Maintenance
      • Managed Database Service
    • Email & Google Apps
      • UMD Email and Google Apps
      • Internet ID / Account
      • UMD Google Groups
    • Network & Wireless
      • Accessing the Internet
      • Wired Ethernet Access
      • Wireless Access
        • Using Wifi at UMD
        • Forgetting a Wireless Network
        • Outdoor Wireless for Drive-up Use
      • Guest and Summer Access
      • VPN: Virtual Private Network
        • VPN Usage
        • Apple iOS AnyConnect Client
        • Chromebook AnyConnect Client
        • Windows AnyConnect Client
    • Printing
      • Printing at UMD
      • Student Computer Labs - Pay Per Print
      • Mac - Adding a Network Printer
      • Network Printer Configuration
      • Windows - Active Directory Printing
    • Software
      • Software Options
      • Read&Write
        • Using Read&Write
        • Chrome: Download & Install
        • Mac: Download & Install
        • Windows: Download & Install
        • Windows Software Center: Install
        • Tools, Part 1
        • Tools, Part 2
        • Tools, Part 3
      • SPSS
      • ArcGIS
      • MATLAB
    • Telephone & Voicemail
      • Voice Services
      • FAQs
    • Test Scoring & Evaluations
      • Exam Scoring
      • Course Evaluations
    • Training & Workshops
      • Workshops
      • eClasses
        • eClasses Offered at UMD
        • Accessibility 101
        • Accessibility 102
        • Web Accessibility 103
        • Web Accessibility 104
        • How an eClass Works
        • Characteristics of a Successful eClass Participant
        • Guidelines for a Successful eClass Experience
      • Self-Paced Training
        • Self-Paced Training Offerings
        • Outside Training Vendors
      • Online Training Materials
      • Mailing List and Newsletter
    • Web Hosting & Content Management
      • Web Hosting Overview
      • Managed Drupal Service
      • Personal Web Sites
      • Web Accessibility
  • Centers & Locations
    • 1:Button Studio, Automated Video Recording Space
    • Classrooms
      • Classroom Technology Home
      • Interactive Displays
        • Interactive Projectors
        • Interactive TVs
      • Wireless Microphones
      • Wireless Presentation at UMD
    • Computer Labs
      • Student Computer Labs Home
      • Access Levels
      • Apps4U and BYOD
        • Apps4U and BYOD Home
        • How to Access Local Files in Horizon
      • Computer Lab Software
      • Printing
    • MediaHub
      • MediaHub Home
      • MediaHub Checkout
        • Equipment Tutorials
      • MediaHub CoLab
      • LinkedIn Portrait Photos
      • Media Accessibility Services
        • Audio Description Service
        • Captioning and Captioning Services
          • Captioning Overview
          • Captioning Pre-Recorded Video Services
          • Captioning 3rd Party Video Services
          • Captioning Live Events Services
          • Correcting YouTube Auto-Captions
      • Production Space Reservations
      • Media Arts Educational Resources
        • Adobe Photoshop
        • Adobe Premiere Pro
      • Events and Workshops
    • TechCenter Help Desk
      • TechCenter Home
      • Technical Support: Call-in, Walk-in and Check-in
      • Equipment Checkout
      • Computer Lab & Classroom Support
      • Computer Maintenance
      • On Site Delivery & Set up Service
      • Secure Device Disposal
      • Virus and Malware Removal
      • Rates & Payments
      • Hours
  • Security & Policies
    • Policies & Procedures
      • Data Center Access
      • Data Requests
      • Digital Data Process for Employees Leaving UMD
      • Digital Signage
      • Email Announcements
      • Lost or Stolen Device
      • Mass Email to UMD Students
      • Recommended Solutions
    • Service Level Agreements
      • Overview of Service Level Agreements
      • Application Development & Support Services
      • Classroom and Event Support
      • Enterprise Systems Support Services
      • End User & Computer Device Support
      • Email Infrastructure Support Services
      • Hosting Services
      • iOS Fleet Management Service
      • Managed Data Storage and Secure Backup
      • Managed Print Services
      • Network Services
      • Reporting & Analysis Services
      • Third Party Application Integration & Support Services
      • Voice Services
      • Web Hosting and Content Management Support
  • About Us
    • Where to find help
    • Contact Information
    • Infotech.News
    • Work for ITSS
    • Our Mission & Goals
    • Rates
    • Staff Directory