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.
ICIT manages a cloud hosted Exchange environment for Microsoft Office 365. This platform provides functionality to recover email messages that were 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 indefinitely unless the user purges the Deleted Items folder. 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 via a manual purge, the message is saved in the system for an additional 14 days. Users can restore these messages without iCIT assistance by selecting the “Recover items recently removed from this folder” link in the Deleted Items folder available in the Outlook desktop application or through Outlook Web Access.
Once the item is no longer available in recoverable items it is not able to be retrieved.
Users that require assistance in restoring deleted messages can contact the TSC Helpdesk for assistance using the contact information below.
The scope of this Service Level Agreement covers restoration of deleted email.
The Helpdesk is the initial contact for all service related requests. Phone Number: 472-HELP (472-4357) or firstname.lastname@example.org
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.
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 urgen need.||Response will be within two business days.|
There is no charge associated with backup and restore for backup and recovery of email.
Service level agreements (SLA's) allow Instructional, Communication and Information Technology to offer colleges, departments and university organizations IT services on an enterprise level.