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Service Level Agreement
Posted by Test Staff on 18 December 2013 08:03 AM

This is a Service Level Agreement (SLA) between the Faculty of Science (FoS) Departments and the Faculty of Science Technical Operations Group (TOG).  The purpose of this SLA is to set standard service expectations between TOG and the FoS Departments and will address the following:

  • The technology services that TOG provides to the FoS.
  • The processes for requesting these services.
  • The responsibilities of TOG as the service provider and the responsibilities of clients who receive these services.
  • Proposed metrics.
  • Escalation procedures.
  • Performance review process.
  • Supported software and hardware.
  • The work prioritization process.

This SLA shall remain valid until revised or terminated.  Any amendments or revisions of this document will require both the TOG and Dean’s Advisory Council (DAC) approval.



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 service level agreement.pdf (387.65 KB)
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