Service Level Agreements

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:

• ITSS Service Management - Incident Response
• 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