Service Level Agreement

June 27, 2017

Purpose

The purpose of this Service Level Agreement (SLA) is to document an expected level of support provided by ITS Client Services to individual faculty, staff and students at UMass Boston. This SLA will be reviewed periodically and evolve over time as there are changes in services or levels of support offered by ITS Client Services.

Scope

This SLA encompasses ITS Client Services’ responsibilities and commitments, as well as IT Client Services’ expectations of its customers’ responsibilities.  Covered in this SLA are agreements related to services provided by:

This SLA does not detail the exact level of support provided for all ITS products, services and University sanctioned technology, but instead provides a high level framework for managing expectations.

Customer Responsibilities

To deliver on their commitment to Service Excellence, ITS Client Services needs to rely on customers to:

Who ITS Client Services supports

Active faculty, staff and students

Retirees

University visitors and guests

What is Supported

Accounts and access

Network Connectivity

Email and calendaring

Telecommunications

Hardware and Software

Security

Public Computing Resources

How to Get Support

When you have IT related problems or questions, contact the ITS Service Desk. Contacting the Service Desk results in a ticket and an acknowledgement. Often the Service Desk staff will provide the needed solution. When they cannot, they pass along the ticket with all the collected information to other teams with the right IT expertise to help. You can reach the IT Service desk by phone, email or by visiting them in person. If you have a ticket already, referencing that ticket number will facilitate getting a status update.

When Support is Available

The ITS Service Desk is open and staffed Monday through Friday, 8am to 6pm except during University holidays or closings.

Outside of standard business hours, customers can:

Limitations on Support

ITS Client Services appreciates the patience and cooperation of their customers as they work to meet the IT support needs of the entire UMass Boston community.