Common Contracts
2 similar Service Level Agreement (Sla) contracts
ContractService Level Agreement (Sla) • April 18th, 2023
Version 1.3 - 4/18/2023 Service Category Service Description Location Service Level Agreement (SLA) Technology Platform Lifecycle Status Charge Model Service Management Help Desk • First point of contact for IT support• Web portal: oit.alaska.gov (Preferred 1st contact method)• Phone number: 888-565-8680• Email: oitsupport@alaska.gov Statewide • Emergency support: 24x7 for major system outages (OIT internal)• Emergency outage response time within: 4 hours (OIT internal)• Standard support: M-F 8AM-5PM• Standard response time: 1 business day• Standard incident resolution time: 7 calendar days • GCI call center• ServiceNow SaaS cloud service • GCI call center contract is year-to-year.• ServiceNow annual license renewal Core Services Service Management Endpoint Device Management • Support agency purchase of, deploy/image, inventory, patch, troubleshoot, and decommission PCs and laptops that meet state hardware and lifecycle standards. Includes standard enterprise productivity a
ContractService Level Agreement (Sla) • March 14th, 2023
Version 1.1 - 3/7/2023 Service Category Service Description Location Service Level Agreement (SLA) Technology Platform Lifecycle Status Charge Model Service Management Help Desk • First point of contact for IT support• Web portal: oit.alaska.gov (Preferred 1st contact method)• Phone number: 888-565-8680• Email: oitsupport@alaska.gov Statewide • Emergency support: 24x7 for major system outages (OIT internal)• Emergency outage response time within: 4 hours (OIT internal)• Standard support: M-F 8AM-5PM• Standard response time: 1 business day• Standard incident resolution time: 7 calendar days • GCI call center• ServiceNow SaaS cloud service • GCI call center contract is year-to-year.• ServiceNow annual license renewal Core Services Service Management Endpoint Device Management • Support agency purchase of, deploy/image, inventory, patch, troubleshoot, and decommission PCs and laptops that meet state hardware and lifecycle standards. Includes standard enterprise productivity an
