Service Level Commitments

Last Updated: 02/14/2012

Overview

All centrally provided IT services are assigned one of three service levels based on the service's criticality to the daily business functions of the campus. These Service Level Commitments include target availability, maintenance windows, incident response times and more.

These commitments are currently in a review process and we invite you to provide feedback by clicking the feedback link at the bottom of this page.

Service Level 1: characterized by meeting the Life/Safety classification needs

  • Target Availability: 99.99% or up to 1 hour of unplanned down time per year.
  • Maximum User Incident Response: 30 minutes during business hours
  • Maximum Service Impacting Incident Response: 30 minutes
  • Maximum Downtime Before Disaster Declaration: 8 hours

Service Level 2: characterized by meeting the Essential classification needs at a high standard

  • Target Availability: 99.99% or up to 1 hour of unplanned down time per year.
  • Maximum User Incident Response: 2 business hours
  • Maximum Service Impacting Incident Response: 2 hours
  • Maximum Downtime Before Disaster Declaration: 24 hours total or 8 business hours

Service Level 3: characterized by meeting the Essential classification needs at a normal standard

  • Target Availability: 99.9% or up to 8 hours of unplanned down time per year.
  • Maximum User Incident Response: 4 business hours
  • Maximum Service Impacting Incident Response: 4 hours
  • Maximum Downtime Before Disaster Declaration: 24 hours