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Information Resources and Technology

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IRT Service Level Agreements (SLA)

Service level agreements (SLA) define the level of service that Information Resources & Technology (IRT) is expected to provide you. This article provides information about our standards, how we measure them, and how often we expect to meet them.

Service level agreements will help you determine what services are offered by IRT, what we are responsible for, and who you should contact when something does not work or when you have questions. If you have any questions or comments about our SLAs, please comment on this article or contact the Service Desk at 916-278-7337 or email servicedesk@csus.edu.

SLA Considerations

Our SLAs are designed to provide you with the following information:

  • Service Description: a description of the service or work performed.
  • Reliability: when the service is available and the time limits that outages are expected last.
  • Responsiveness: the timeliness of our request and incident response times.
  • Process for reporting issues: information about who can be reported, how problems will be reported or escalated.
  • Monitoring of SLA: what data will be collected and what performance statistics you will be able to view
  • Service constraints: circumstances under which we are able to meet our SLA (i.e. a flood or fire that damages networking equipment, leading to an outage).

SLA for Current Services

SLASLA Measurement CriteriaObjectiveMeasurementSLA Achieved
Device UptimePercent of supported devices working properly during normal working hoursAll Devices OperationalMonthly uptime95%
Incident Response TimeTime to response for break/fix incidents received during standard business hoursOn-Time Incident ResponseFour (4) business hours95%
Incident Resolution TimeTime to resolution for break/fix incidents received during standard business hoursOn Time Incident ResolutionNext business day95%
Service RequestFulfillment time for requests received during standard business hoursOn Time Request Fulfillment2 business days95%
Online Services UptimeAvailability of online services excluding scheduled maintenance hours.On Demand Service AvailabilityMonthly availability99%

Computers & Software - KB0011324 by Matthew Mills | Published:2016-02-03 | Updated:2017-10-13 10:59:16 | Views::4,859

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