SERVICE LEVEL AGREEMENTS

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SERVICE LEVEL AGREEMENTS

What are Service Level Agreements and why do we have them?

The University of Wisconsin-Whitewater is committed to delivering excellent information technology services and resources. In order to define clear expecations for customers, iCIT adheres to the industry best practice of creating a Service Level Agreement (SLA) for every new service that is rolled out. SLAs are a negotiated agreement between iCIT and campus governance groups, and benefit the UW-Whitewater campus community by providing:

Service Level Agreement Approval Process

The SLA Approval Processes were approved by the Chancellor's Staff on Jan. 5, 2009, and will be reviewed annually.

Campus-wide SLA Sign-Off Procedure for widely used technologies
  1. iCIT will develop a draft for a Service Level Agreement for a new or existing service that is not currently covered by an SLA.
  2. iCIT will publish the draft SLA on the iCIT blog for public commenting.
  3. Notification about the draft SLA being posted for comments will be sent via email to the office of the Chancellor (or designee), Executive Tier Group, Middle Tier Group and the UTC. 
  4. An announcement will be requested via the UW-Whitewater webpage inviting comments. If the campus administration feels a different route of data collection is needed, it will inform iCIT (an example would be an email to selected individuals).
  5. iCIT will collect feedback via a web form until a posted deadline. A usual deadline of two weeks (10 business days) will be used unless another timeframe is requested by campus administration.
  6. iCIT will share the feedback with the IT Governance groups and campus administration. iCIT, IT Governance and campus administration will jointly decide whether the SLA should be modified based on the feedback.
  7. Once the SLA is agreed upon, the Chancellor or a designee signs the SLA as a Customer. CIO or a designee signs the SLA on behalf of iCIT.
  8. SLA will be posted on iCIT website.
  9. The SLA will be in effect until it is superseded by a new SLA or the service’s lifecycle has been reached. iCIT will notify the campus community.
Campus-wide SLA Sign-Off Procedure for Emerging or Limited use technologies
  1. iCIT will develop a draft for a Service Level Agreement for a new or existing service that is not currently covered by an SLA.
  2. iCIT will solicit feedback from a pilot group of customers for emerging technologies, or the entire group of customers for limited use technologies.
  3. To the extent possible, iCIT will incorporate feedback into the SLA.
  4. iCIT will share the draft of SLA and the feedback that was not incorporated into the draft with the IT Governance groups and the campus administration. iCIT, IT Governance and campus administration will jointly decide whether the SLA should be modified further based on the feedback.
  5. Once the SLA is agreed upon, the Chancellor or a designee signs the SLA as a Customer. CIO or a designee signs the SLA on behalf of iCIT.
  6. The SLA will be in effect until it is superseded by a new SLA or the service’s lifecycle has been reached. iCIT will notify the campus community.
Departmental SLA Sign-Off Procedure
  1. iCIT will develop a draft for a Service Level Agreement for a new or existing service that is not currently covered by an existing SLA.
  2. iCIT and the Department  Chair or an Administrative Unit Manager will discuss the SLA. 
  3. The Department or Administrative Unit will seek feedback on the draft SLA as appropriate.
  4. iCIT and the Department  Chair or Administrative Unit Manager will adjust the SLA based on received feedback, if necessary. 
  5. In the case of SLA with an Academic Department, the Dean of the College will be included in the discussion.
  6. Once SLA is agreed upon, the Department chair or an Administrative Unit Manager signs the SLA as a Customer. In the case of SLA with an Academic Department, the Dean of the College co-signs as a Customer. CIO or a designee signs the SLA on behalf of iCIT.
  7. The SLA will be in effect until it is superseded by a new SLA or the service’s lifecycle has been reached.  iCIT will notify the customer when a service needs to be reviewed or is approaching retirement.

Service Level Agreements

  • Ongoing Support Rate Sheet