Service Level Agreement - ITS

Information Technology Services Department


Hours 
Monday - Friday 7:30 AM to 5:30 PM 

Please take time to read this message as our Operational Level Agreements have changed

Expected Priority Response Times 

Response time commitments do not promise a complete resolution within the stated time frames. Rather, the time commitment is meant to indicate the maximum time interval in which the customer will be initially contacted by either the technician assigned to the ticket, or by the assigned department’s manager to initiate support activities.

Below you will find our current priority response times.

  • None = at the discretion of ITS 
  • Low = 2 weeks 
  • Medium = 3 business days 
  • High = 4 hours 
  • Critical = 1 hour
Critical Support (24/7/365) 
Critical Issues outside normal working hours should be submitted as an incident request with Critical Priority. Using Critical Priority will send a message via pager to oncall personnel. 

Critical Support is defined as network failure normally affecting more than one person and resulting in critical work functions not being able to be performed. (RIMS, Phones, Network Access).