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.

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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
2010-11 SLA Report

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Service-Based SLAs

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

2011-12 Accounts
2011-12 CruzMail - Campus Email System
2011-12 CruzNet - Wireless Network
2011-12 CruzTime - Calendar System
2011-12 Standard Desktop Support
2011-12 Virtual Server Hosting
2011-12 eCommons
2011-12 Webcast
2011-12 Network Services
2011-12 Instructional Videoconferencing

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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)

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Application SLAs

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

2009-10 OTP - Online Tag Program (PDF)