IPFW Home
Policies & ProceduresTitle Photo

IT Services' Service Level Agreements

Article from IT Services Spring 2000 InfoSHARE
In 1998 the Information Technology Policy Committee (ITPC) approved a Help Desk Service LevelAgreement (SLA). This agreement described the services provided by IT Services' Help Desk and the responsibilities of IPFW faculty, staff and students in working with the Help Desk. Such SLAs are intended to clearly set expectations between IT Services and individual users, schools, and departments. IT Services is in the process of updating the Help Desk agreement, which will be made available following the approval process. We are also establishing new agreements with various schools and departments that have special technology support needs, such as departmental labs. An SLA is a two-way agreement between IT Services and a specific school/department or ITPC for the campus, as a whole.The agreement specifies the level and extent of service IT Services will provide in support of the customer's technology goals. It also specifies the department/school's responsibilities in supporting their needs. In the near future, we will establish SLAs with the various schools and departments that currently maintain labs or special technology services in an effort to better define our mutual support roles.

Service level agreements are in PDF format and require Acrobat Reader to view.

Information Technology Policy Committee

Campus-wide Service Level Agreements
School/Departmental Service Level Agreements