IT Service Level Agreements (SLAs)

Priority Level Respond By Resolve By
IT - Urgent 10 minutes 4 hours
IT - Standard 10 hours 20 hours
IT - Scheduled 10 hours 100 hours
IT - Purchasing 10 hours 300 hours
IT - Project 10 hours 450 hours

The Respond By and Resolve By times exist within our operational hours, which are defined as 7:30AM-5:30PM, Monday-Friday, excluding University holidays.

All IT related tickets will have one of the above SLA timelines attached to it set within the operational hours stated. 

 

Priority Level Definitions & Examples

IT – Urgent

Response Target: 10 minutes
Resolution Target: 4 hours

Definition:
Issues that cause a critical disruption to university operations and require immediate attention. This may include widespread system outages or high-impact issues affecting a single user when the timing or role makes the impact mission-critical.

Examples:

  • Classroom technology failure during active instruction

  • Major system outage (LMS, ERP, phone system, network core)

  • Widespread internet or Wi-Fi outage

  • Security incident or suspected breach

  • Executive leadership unable to access systems during a critical meeting

  • Technology failure during accreditation, board meetings, or live events

  • Single-user issue that halts time-sensitive academic, clinical, or business operations

Impact:
Significant disruption to instruction, clinical operations, executive leadership, compliance, or institutional business, even if limited to one individual.

IT – Standard

Response Target: 10 hours
Resolution Target: 20 hours

Definition:
Issues that impact a single user or small group but do not stop core operations.

Examples:

  • Individual workstation malfunction

  • Software error affecting one department

  • Printer failure in a non-critical area

  • Access issues for a single user

Impact:
Limited operational impact. Work may continue with minor disruption or workaround.

IT – Scheduled

Response Target: 10 hours
Resolution Target: 100 hours

Definition:
Requests that require coordination, planning, or scheduled work outside immediate break/fix support.

Examples:

  • Classroom technology installation

  • Office moves requiring equipment relocation

  • Network port activations

  • System configuration changes requiring change management

Impact:
No immediate disruption. Work is planned and scheduled in coordination with stakeholders.

IT – Purchasing

Response Target: 10 hours
Resolution Target: 300 hours

Definition:
Requests requiring procurement, vendor coordination, approvals, or asset lifecycle processing.

Examples:

  • New computer or hardware purchase

  • Software licensing requests

  • Peripheral equipment orders

  • Replacement of end-of-life devices

Impact:
Dependent on vendor lead times, budget approval, and procurement workflows.

IT – Project

Response Target: 10 hours
Resolution Target: 450 hours

Definition:
Large-scale initiatives requiring planning, budgeting, stakeholder coordination, and multiple technical resources.

Examples:

  • System implementations or migrations

  • Department-wide hardware refresh

  • Infrastructure upgrades

  • New building technology deployment

  • Strategic technology initiatives

Impact:
Multi-phase effort with defined scope, milestones, and resource allocation.

Print Article