SERVICE LEVEL AGREEMENTS

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Restoration of Deleted Email Service Level Agreement

October 2012

 

Overview

This Service Level Agreement (SLA) defines commitments between iCIT and the campus community relating to the ability for end users or iCIT to recover emails that have been inadvertently deleted.

 

Service description

iCIT operates an enterprise data backup system that provides regular backups of the campus email service as well as other IT services. These backups are intended to guard against unintentional loss of data and provide the University the ability to recover data that has been lost or inadvertently deleted.

When a user deletes an email message, the message is moved to the user’s Deleted Items folder. This message will remain in the Deleted Items folder for 30 days unless the user purges the Deleted Items folder sooner than 30 days. Items in the Deleted Items folder are counted against the user’s email quota.

Once a deleted message is removed from the Deleted Items folder either via aging or via a manual purge, the message is saved in the system for an additional three weeks. Users can restore these messages without iCIT assistance by using the “Recover Deleted Items” function available in Outlook 2007 or 2010 or through Outlook Web Access at http://post.uww.edu.

Users that require assistance in restoring deleted messages can contact the TSC Helpdesk for assistance using the contact information below.

 

Roles and responsibilities

Scope of service

The scope of this Service Level Agreement covers restoration of deleted email.

Requesting service

The Helpdesk is the initial contact for all service related requests. Phone Number: 472-HELP (472-4357) or helpdesk@uww.edu

The hours during academic sessions are

Check the helpdesk website for summer and extended hours

Impact Level 2 and 3 service requests will be handled during normal business hours.

If a department/division does not receive a contact within the specified time for their Impact Level, an email should be sent to sla-icit@uww.edu.

 

Reporting problems

If a user has trouble restoring deleted emails, the user should contact the Helpdesk (472-4357) for support.

Impact Level

Explanation

Examples

Initial Response Time

Impact Level 1

Critical system down and in need to restore.

No temporary or workable alternatives available

Server hard drive failure requiring replacement and data restore. Since this SLA deals with individual email recovery, Impact 1 incidents are not expected.

During Business Hours: Immediate response.

After Hours:Best Effort

Impact Level 2

Limited amount of users or groups are affected.

Alternatives are available.

 

User deleted emails and needs them restored as quickly as possible to meet a business deadline.

During Business Hours: Four hours

After Hours:Best Effort

Impact Level 3

Individuals are affected

 

User deleted emails and needs them restored but does not have an urgent need.

Response will be within 2 business days.

 

Fees and expenses

There is no charge associated with backup and restore for backup and recovery of email.