Service Level Agreements & Timelines

A service level agreement (SLA) is a contract between a service provider (either internal or external) and the end user that defines the level of service expected from the service provider. This is an initial list and will change/grow as additional SLA definitions are implemented. Request categorization falls under the Information Technology department.

Incident Resolution Commitments

An incident, in the context of information technology, is an event that is not part of normal operations that disrupts operational processes. Incidents are unplanned interruptions to IT services, or reductions in the quality of IT services. Basically, an incident is unavailability or decreased performed of an IT service they normally have access to.

Initial Response: Within 30 minutes of OIT becoming aware of the issue.

General Incident Resolution: General incidents are resolved within 2 business hours.

Major Incident Resolution: Resolving major incidents such as network core and data-center equipment depends on the severity of an outage and will be resolved as quickly as possible.

 

Service Request Fulfillment

When a user submits a formal request for something — a password change, new hardware or software they would like, or pretty much anything they want or need, it’s called a service request. It’s a request from a user for information, advice, a standard change, or access to a service.

Reporting & Data Requests

Data Export Request: 2 Weeks + Department Verification

Data Export Modification: 1 Week + Department Testing

Bulk Data Updates: 1 Week + Department Testing

Power BI Report: Timeline varies based on complexity

 

System & Report Issues

Sonis Bug: 5 days depending on complexity of issue

Non Sonis Issue: Timeline varies based on complexity

 

Sonis Development

Project Request: 60 Days + Department Testing *Not currently accepting new projects

 

Metrics

This section outlines how we will measure and report each commitment made in this SLA.

Overall Service Availability & Uptime

Within 3 business days after each SLA impacting event is resolved, the service owner will publish a short, IT Leadership Team approved report on the OIT Status Page detailing the duration of the event, the reason for the event, and the resolution of the event.

Performance Expectations

Quarterly analysis will be conducted showing how each performance metric is succeeding or otherwise. An abbreviated result will be published to the OIT website showing progress over time with IT Leadership Team approval.

Hours

Mon-Thur: 7:30 am-10:00 pm
Fri: 7:30 am-5:00 pm
Sat: 1:00 pm-5:00 pm
Sun: Closed