Common Contracts

Palm Beach State College Information Technology Service Level Agreement

Level Agreement • February 17th, 2014

• Contract Type
  Level Agreement
• Filed
  February 17th, 2014

Table of Contents Section 1.0 INTRODUCTION 1.1 Purpose and Objective 1.2 Parties to the Agreement 1.3 Commencement Date 1.4 Duration of the Agreement 1.5 Definitions 2.0 SCOPE OF WORK 2.1 Standard Service (Incidents) 2.2 Non-Standard Incidents, Services or Projects 2.3 Incident Reporting 2.4 Place of Service Delivery 2.5 Changes to Service 2.6 College Standards for Hardware and Software 3.0 PERFORMANCE, TRACKING & REPORTING 3.1 Information Technology Personnel 3.2 How services will be monitored 3.3 Service Level Reporting 3.4 Service Review Meetings 4.0 CUSTOMER DUTIES AND RESPONSIBILITIES 4.1 Computer Use Agreement and Email Administrative Procedure 4.2 Required Information 4.3 Training on Equipment, Software or Tasks 5.0 DATA RECOVERY