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 and Campus SLA

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

• ITS and Campus Service Level Agreement

Service-Based SLAs

The service-based SLAs document our commitment to a specified level for that particular service.

• Accounts
• Certificate Service
• Data Center Services
• Hosting Backups and Storage
• Google Apps
• Network (non-residential) Services
• Standard Desktop Support
• Television Programming
• University Library
• Lecture Capture
• Wireless
• Faculty WordPress Service
• UCSC WordPress Service