Terms of Reference. Terms and specific meanings used within this document are defined in the table below. Term Meaning Customer The organization, group, or individual who is subscribing to the IET Service. Standard Services Any IET service published within and offered to campus via the IT Service Catalog at URL link: xxxxxxxxx.xxxxxxx.xxx Non-standard Service An IET service that does not have established rates/costs and must be agreed-to with Customers on a case-by-case basis. Non-standard services are not available within the IT Service Catalog. Service Manager The Service Manager is a role performed by a person who has overall accountability for managing a service. This includes: Operational management and support to deliver the benefits of the service Ensuring services meet the business need and are delivered in accordance with service agreement Service Owner A member of the IET leadership team who has oversight of IET services Cost Recovery IET requires costs to be paid directly by the Customer through various methods and mechanisms or they are paid centrally by the Customer. In cases where costs must be paid by the Customer, established campus rates will be used. Changes to established campus rates will be applied following a 30 day notice per campus policy. IET hourly labor rates are reviewed annually under campus rate guidelines, and may be changed during the course of the year. Customers are notified 30 days ahead of any rate changes. As a cost recovery operation, IET will provide cost estimates but makes no guarantees on providing services at a fixed price or fixed total cost to Customers for any long-term agreements. Pursuant to UC policy, IET cannot offer any rates lower than those offered to other campus units. IET Service Assurance IET assures service performance, availability, capacity, and the information security of the service(s) covered in this agreement.
Appears in 38 contracts
Samples: Service Level Agreement, Level Agreement, Level Agreement
