Common Contracts
1 similar Services Service Level Agreement contracts
Technology Services Service Level AgreementServices Service Level Agreement • October 24th, 2016
Type and Priority Description Examples 1 - Service Request Hardware / Software Break Fix Items and Procedures 1 - Emergency (4 hrs) Immediate attention required, district-wide system or networkcompletely unavailable with no available alternative. Fiber connection damaged, high priority district-wide applicationsystem or network electronics is unavailable 2 - High/Testing (1 day) Major system component is unavailable.Work group/campus unable to access network services Required student testing using technology and online component is unavailable. Campus strategic server is unavailable, high- level administrator unable to work, software subsystem is unavailable, instructional lab is unavailable, cafeteria computer outage affecting all POSmachines 3 - Instructional (3 days) Requests include: hardware, software, and network issues. Process: Technicians will acknowledge service requests within 24 hours and resolve or assign to the appropriate Technology Service Team. Includes external ve
