<<Service Name>> Service Level Agreement <<years,

e.g. 2011-12>>

Table of Contents
1 General Overview.............................................................2
2 Service Description...........................................................2
2.1
Service Scope....................................................................................... 2
2.1.1
User Requirements.........................................................................2
2.1.2
Boundaries of Service Features and Functions...............................2
2.2
Service Level Performance....................................................................3
2.2.1
General Service Levels...................................................................3
2.2.2
Specific Service Levels...................................................................3

3 Roles and Responsibilities.................................................3

3.1
3.2
3.3

Parties................................................................................................... 3
ITS Responsibilities...............................................................................4
Customer Responsibilities.....................................................................4

4 Requesting Service...........................................................4
5 Hours of Coverage, Response Times and Escalation............4
5.1
Hours of Coverage................................................................................ 5
5.2
Incidents............................................................................................... 5
5.2.1
Incident Response..........................................................................5
5.2.2
Prioritization................................................................................... 5
5.2.3
Service Request.............................................................................. 5
5.3
Escalation............................................................................................. 5
5.4
Information........................................................................................... 5
5.5
Other Requests..................................................................................... 5
5.6
Service Exceptions to Coverage...........................................................5

6 Maintenance and Service Changes.....................................5

7 Pricing.............................................................................5
8 Reviewing and Reporting..................................................5
8.1
8.2

System Performance and Availability Reporting...................................5

SLA Reviews.......................................................................................... 6

9 Approvals......................................................................... 6

ITS Service-Specific SLA Template

Page 1 of 7 Template rev. 7/7/11

<<Service Name>> Service Level Agreement <<years,

e.g. 2011-12>>

1 General Overview
This is a Service Level Agreement (SLA) between the campus
community and the Information Technology Services Division (ITS) to
document:

The Service Name Service

The general levels of response, availability, and maintenance
associated with these services.
The responsibilities of ITS as a provider of these services
The responsibilities of the clients receiving these service
Deviations from the standard processes documented in the ITS
and Campus SLA.

This Agreement is valid from last review date. Review is every two
years, or as otherwise needed.

2 Service Description
ITS clearly documents services provided in the ITS service catalog
(http://its.ucsc.edu/service_catalog)

2.1 Service Scope

General Description goes here
Service Name features include:

List
List
List
List

notable
notable
notable
notable

feature
feature
feature
feature

In addition, ITS provides infrastructure, people, and processes

including:

Escalated support services

System operations, administration and network connections
Web access
System level backup processes and disaster recovery
List other service elements of note
List other service elements of note

ITS Service-Specific SLA Template

Page 2 of 7 Template rev. 7/7/11

<<Service Name>> Service Level Agreement <<years,

e.g. 2011-12>>
2.1.1 User Requirements
List user requirement
List user requirement
List user requirement
List user requirement
2.1.2 Boundaries of Service Features and Functions
List boundaries/limits to service
List boundaries/limits to service
List boundaries/limits to service
List boundaries/limits to service

2.2 Service Level Performance

Includes service levels identified during technical or functional
requirements gathering, e.g., as part of ITS Design Review Board
(DRB) process (http://its.ucsc.edu/ea/drb/ and
https://collab.ucsc.edu/its-group-spaces/design-reviewboard/templates-design-materials).
2.2.1 General Service Levels
List non-measured levels
List non-measured levels
List non-measured levels
List non-measured levels
2.2.2 Specific Service Levels
List measured levels (will
List measured levels (will
List measured levels (will
List measured levels (will

be
be
be
be

referred
referred
referred
referred

to
to
to
to

later)
later)
later)
later)

3 Roles and Responsibilities

3.1 Parties
The following Service Owner(s) will be used as the basis of the
Agreement and represent the primary stakeholders associated with
this SLA:
Stakeholder

Title/Role

Service Manager
Name

Service Name Service

Manager

ITS Service-Specific SLA Template

Contact
Information
Contact Information

Page 3 of 7 Template rev. 7/7/11

<<Service Name>> Service Level Agreement <<years,

e.g. 2011-12>>
Divisional
Liaisons*:
Scotty Brookie
Peter McMillan
Bomi Patel
Andrea Hesse
Eric Mitchell
Stephen Hauskins
Terry Figel
Dave Klein
Michael Edmonds
Peter McMillan

Division:
Arts
Business Administrative
Services
Chancellors Office & U.
Relations
Humanities
Library
Physical and Biological
Sciences
School of Engineering
Silicon Valley Center
Social Sciences
Student Affairs

scotty[at]ucsc.edu
peterm[at]ucsc.edu
bomip[at]ucsc.edu
ahesse[at]ucsc.edu
emitch[at]ucsc.edu
stephen[at]acg.ucsc
.edu
terry[at]soe.ucsc.ed
u
klein[at]ucsc.edu
medmonds[at]ucsc.
edu
peterm[at]ucsc.edu

* Link to http://its.ucsc.edu/divisional_liaisons/; After 9/8/11, link to http://its.ucsc.edu/gethelp/dls.html

3.2 ITS Responsibilities

ITS will provide the infrastructure, technology, people, processes and
monitoring tools necessary for Service Name and:

Clearly documents services provided in ITS Service Catalog.

Meet response times associated with the priority assigned to
incidents and service requests.
Generates quarterly reports on service level performance
Appropriate notification to Customer for all scheduled
maintenance via the Maintenance Calendar, Service Catalog web
page and/or a communication to campus via the ITS
Communication Specialist.

3.3 Customer Responsibilities

Customer responsibilities and/or requirements in support of this
Agreement include:

Include any policy implications or responsibilities

Utilizing the Support Center for incidents
Contacting the IT Service Manager for additions or changes in
established service levels

4 Requesting Service
See the ITS and Campus SLA for standard methods of contacting ITS
for service.

ITS Service-Specific SLA Template

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<<Service Name>> Service Level Agreement <<years,

e.g. 2011-12>>

Online / IT Request (itrequest.ucsc.edu)

Phone (459-4357 - 459-HELP)
Email (help@ucsc.edu)

Describe any exceptions or delete.

5 Hours of Coverage, Response Times and

Escalation
For all requests, the ITS goal is to have a staff member assigned and
acknowledge requests within 8 business hours of receipt. Campus
priorities may require exceptions to this goal during certain times of
the Academic year.

5.1 Hours of Coverage

Service Name is provided enter # hours a day enter # days a week
except for periods of planned maintenance.

5.2 Incidents
5.2.1 Incident Response
See the ITS and Campus SLA. Describe any exceptions or delete.
5.2.2 Prioritization
See the ITS and Campus SLA. Describe any exceptions or delete.
5.2.3 Service Request
See the ITS and Campus SLA. Describe any exceptions or delete.

5.3 Escalation
See the ITS and Campus SLA. Describe any exceptions or delete.

5.4 Information
See the ITS and Campus SLA. Describe any exceptions or delete.

5.5 Other Requests

Requests for service features and functions not yet implemented can
be submitted though IT request.

5.6 Service Exceptions to Coverage

Describe any exceptions or delete.

ITS Service-Specific SLA Template

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<<Service Name>> Service Level Agreement <<years,

e.g. 2011-12>>

6 Maintenance and Service Changes

The Maintenance Window for Service Name is Enter maintenance
window specifics
See the ITS and Campus SLA for details of our standard maintenance
and service process.

7 Pricing
Describing any pricing or significant funding informatio (may need to
consult with Budget & Resource Management), including if this is
funded by IU.

8 Reviewing and Reporting

8.1 System Performance and Availability Reporting
Quarterly service performance and availability reports will be published
for review.

REFER to measured service level above and describe what it is

based on
REFER to measured service level above and describe what it is
based on
REFER to measured service level above and describe what it is
based on
REFER to measured service level above and describe what it is
based on
Support response time will be tracked and reported separately as
part of the ITS and Campus SLA.

8.2 SLA Reviews

The Designated Review Owner (Document Owner) is responsible for
facilitating regular reviews of this document. Contents of this
document may be amended as required, provided mutual agreement is
obtained from the primary stakeholders and communicated to all
affected parties. The Document Owner will incorporate all subsequent
revisions and obtain mutual agreements / approvals as required.
Designated Review Owner: name - probably the Service Manager, if
there is one
Previous Review Date: date
Next Review Date: next scheduled review date

ITS Service-Specific SLA Template

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<<Service Name>> Service Level Agreement <<years,

e.g. 2011-12>>
This Agreement will be posted to the following location and will be
made accessible to all stakeholders:
Document Location: http://its.ucsc.edu/service_catalog/sla/

9 Approvals
The Divisional Liaisons and ITS Senior Managers approve this
document. This document is then published on the ITS Service Catalog
web site along with other service level agreements. Service level
information is integrated into the service page in the ITS Service
Catalog.

Last review date: date

ITS Service-Specific SLA Template

Page 7 of 7 Template rev. 7/7/11