Service Level Agreements (SLA)

Latest Revised Document - open for discussion (Word Document)

A Service Level Agreement (SLA) creates a framework for the types or levels of support that the division of Information Technology (IT) can offer Rice customers.

Introducing IT’s Upcoming New Services
and associated service-oriented environment

The Office of the Vice Provost for Information Technology (IT) is utilizing service level agreements (SLAs) in our transition to a services-oriented environment. In this web page, we’ll discuss the recently endorsed “Core Services” SLA which defines both the new services IT will be providing as well as defining the support and performance expectations IT is setting for itself in delivering a limited, reasonable, and not overly restrictive set of systems and services.

Will SLAs affect me and my group?

Yes.

How?

The goal of the Core Services SLA is to improve computing support service for the Rice community. By offering basic support for a core set of hardware and software applications, IT staff will be able to provide faster and more efficient service. However, IT recognizes that the needs of each department will be different and will work with them to customize their applications in their individual SLA.

Who?

The Core Services SLA applies to all faculty, staff, and graduate students at Rice. Representatives from each school may meet with IT staff to discuss their group’s unique requirements. SLAs will also be created for research computing, undergraduates, and educational/classroom technologies.

Why?

The SLA environment will raise the quality of current services by better leveraging existing resources, establishing new base level standards and services (such as data storage and recovery services) and setting expectations for responding to problems.

When?

The Core Services SLA has been endorsed by the Information Technology Advisory Committee, and these forums are our way of getting the word out about their impact on departments, units, and schools. By receiving initial information now, departments can begin to incorporate equipment and software requests into future budgets.

Four discussion forums with department coordinators and administrators were scheduled for February and March, and additional focus groups will continue through May.  During these forums, Rick Peterson, director for Academic and Research computing, and other IT managers discuss the new services with small groups of representatives from similar departments.  In addition to describing the SLA concept,  Peterson and his staff members are gathering feedback from representatives throughout the Rice community. 

The education period will be followed by a phase of piloting the new services with various departments in Fall 2006 and soliciting additional departments for the pilot programs in Spring and Summer 2007.  In some areas, IT divisional representatives have already begun preparing for the pilot program with their customers.

For more information, see: