1. Purpose:
The purpose of this SLA is to outline the agreed-upon service levels and expectations for IT support provided by the ASI IT Department to the user and occupants of ASI facilities.
2. Scope:
This SLA covers all IT services provided to the customer(s) by the ASI IT Department, including but not limited to hardware and software support, network connectivity, and any other technology-related services.
3. Turnaround Times:
The ASIT IT Department commits to the following turnaround times for service requests during its normal business hours:
- Priority Level 1 (Critical): Critical issues affecting essential systems or security breaches will be addressed within 15-60 minutes of notification.
- Priority Level 2 (High): High priority issues will be addressed within 4 hours of notification.
- Priority Level 3 (Medium): Medium priority issues will be addressed within 24 hours of notification.
- Priority Level 4 (Low): Low priority issues will be addressed within 48 hours of notification.
4. Operating Hours:
The ASIT IT Department's normal business hours are from Monday through Friday, 8:00 AM to 4:00 PM, except for holidays recognized by the University of Arizona.
5. Critical Issues Outside of Operating Hours:
For critical issues that occur outside of the ASIT IT Department's operating hours, the Client should contact the ASI IT Director. The ASI IT Director will assess the situation and determine the appropriate course of action.
6. Service Request Procedures:
Client personnel must follow the established procedures for submitting service requests, including contacting the ASI IT Department through the designated channels or ticketing system. Detailed information regarding the issue, including error messages and priority level should be provided to expedite resolution.
7. Exclusions:
This SLA does not cover the following:
- Issues caused by customer negligence or misuse.
- Acts of nature or other external events beyond the ASIT IT Department's control.
- Third-party software or hardware not supported by ASIT.
8. Reporting and Escalation:
If the customer believes that the ASI IT Department is not meeting the agreed-upon service levels, the Client may escalate the matter to ASI Operations for review and resolution.
9. Review and Modification:
This SLA will be reviewed annually to ensure its continued effectiveness. Any changes or modifications to this SLA will be mutually agreed upon in writing by ASI Administration and our users.