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Service Level Agreements

The Service Level Agreements (SLAs) reflect our client-focused, services-based commitment to you. We commit to:
  • Document and publish the technology services that ITS provides.
  • Provide predictable levels of response, availability and service maintenance.
  • Document our responsibilities as a service provider and of clients receiving services.
  • Document processes for requesting services.

ITS Service Management Toolkit
ITS & Campus SLA
The ITS and Campus SLA is our over-arching agreement that we will continue to align to.

2009-10 ITS and Campus Service Level Agreement (Approval Pending)
2009-10 SLA Report

Divisional SLAs / Service Catalogs
The divisional service level agreements represent local service level support.

2007-08 Arts (Web)
2007-08 Chancellor/University Relations (PDF)
2007-08 Humanities (PDF)
2007-08 Physical & Biological Sciences (Web)
2007-08 School of Engineering (PDF)
Service-Based SLAs
The service-based SLAs document our commitment to a specified level for that particular service.

2009-10 CruzMail - Campus Email System
2009-10 CruzNet - Wireless Network
2009-10 CruzTime - Calendar System
2009-10 Standard Desktop Support
2009-10 Learning Management System (LMS/WebCT)

Page updated: September 18, 2009 Request Service | Change Log | Getting Help | Catalog Feedback | Service Management Toolkit