Technology Services, Service Management, Published Service Level Agreements
Technology Services is developing Service Level Agreements (SLAs) for its service offerings.
What is a Service Level Agreement?
A Service Level Agreement (SLA) is a document that outlines service delivery expectations as agreed upon by both the service provider (Technology Services or Vendor) and service users. The purpose of an SLA is to identify the service offering and any agreed upon optional features to be provided by Tech Services (or Vendor), the roles and responsibilities of all parties, costs, support models, and service delivery benchmarks.
How are SLAs Created and Adopted?
The creation, approval, and adoption process are outlined here: Technology Services, Service Management, Service Level Agreement Guide and Template
Where are SLAs Published?
All approved SLAs are published to U of I Box: https://uofi.box.com/v/TechServicesSLAs
Optionally, approved SLAs may be linked to the service offering's service catalog entry.
Additional Information
If you have any questions, please contact the Enterprise Service Management Office by emailing it-esmo@illinois.edu or by submitting this form. Select "Other" for the type of request.