Body
IT Service Level Agreement
Responsible Office/Executive: Information Technology/Associate Vice President for Technology
Adopted: 10/01/2025
Last Revised:
Last Reviewed: 10/01/2025
1.0 Overview - This SLA is reviewed annually or upon significant policy/system changes
2.0 Purpose - This Service Level Agreement (SLA) defines the IT Department’s commitment to the timely and effective delivery of services related to Incidents, Change Orders, and Projects for the students, faculty, and staff of Mount Marty University. This agreement is supported by established best-practice guidelines to ensure that all services are delivered efficiently, consistently, and in alignment with the university's operational and academic needs. IT will make every effort to meet the service levels specified, but our ability to do so is directly tied to staffing levels and in situations where we face staffing shortages or other similar constraints, our response times and service delivery may be affected.
3.0 Scope - This Policy applies to:
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All users of IT services within the university (faculty, staff, students).
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All IT personnel providing or supporting those services.
- All IT supported systems including SIS, LMS, campus network, email, printing, AV, administrative software, and hardware support.
4.0 Definitions
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Term
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Definition
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Incident
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An unplanned interruption or degradation in IT service that affects users or operations.
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Service Request
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A formal request for a system or service modification, addition, or removal.
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Project
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A planned set of coordinated activities with start and end dates to deliver a new or enhanced IT service.
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5.0 Incident Management SLA
5.1 Priority Levels & Timeframes
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Priority
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Examples
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Response Time
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Resolution Time
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Critical
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Campus network outage, LMS unavailable during exams, student portal down.
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15 minutes
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4 hours
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High
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Classroom AV not working before class, email outage, staff printer offline.
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1 hour
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1 business day
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6.0 Responsibilities
7.0 Service Request SLA
7.1 Service Request Levels & Timeframes
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Type
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Examples
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Response Time
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Completion Target
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High
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Urgent fix needed for system failure or security breach.
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30 minutes
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Immediate (ASAP)
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Medium
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Software patching, server updates, AV equipment install, IT Event Support
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1 business day
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Within 3–5 business days
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Low
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LMS plugin installation, account role changes, system reconfigurations.
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2 business days
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Within 10 business days
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7.2 Process
- User submits a Service Request.
- IT reviews and categorizes the request.
- Testing, deployment, and user notification.
8.0 Project SLA
8.1 Project Classification
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Project Size
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Examples
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Response Time
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Estimated Duration
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Small
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Install new PCs, create TDX ticket site for department.
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3 business days
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2–4 weeks
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Medium
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Deploy new classroom technology, migrate data to new system.
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5 business days
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1–2 months
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Large
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Implement new Learning Management System (LMS), network infrastructure upgrades.
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10 business days
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2+ months
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8.2 Lifecycle
- Initiation: Submit project request form.
- Assessment: Scoping, resource availability, and budgeting.
- Approval: Reviewed by Vice President of Technology &/or IT Team.
- Execution: Scheduled with project team, communicated to stakeholders.
- Closure: Final report and user acceptance testing.
9.0 Academic Calendar Consideration
IT will prioritize academic services during high-demand periods:
- Start of semester
- Midterms/finals
- Course registration
- Graduation
- IT Event Support
Changes and projects may be delayed or rescheduled during these critical times unless deemed urgent.
10.0 Level of Effort
11.0 Exclusions
This SLA does not cover:
- Issues caused by third-party vendors or internet service providers.
- Delays due to missing information or lack of user availability.
12.0 Monitoring and Reporting
- SLA adherence is monitored weekly.
- SLA breaches are reviewed for continuous improvement.