Technology Services, Service Management, Published Service Level Agreements
What is a Service Level Agreement (SLA)?
A Service Level Agreement (SLA) is a formal agreement between a service provider, such as University Technology Services or an external vendor, and its customers. It defines the services being provided, service delivery expectations, roles and responsibilities, support arrangements, and measurable performance commitments.
An SLA helps ensure that customers understand what services are available, what level of support they can expect, and how service performance will be measured and reviewed. It establishes a shared understanding between the service provider and its customers to promote transparency, accountability, and continuous service improvement.
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.