Service Agreements

SLA Image

What is an SLA?

A Service-Level Agreement is a commitment between a service provider (the review team) and a client (the requester).

Process

All SLAs are structured within university business hours; Monday–Friday, 8 a.m.–5 p.m. unless otherwise noted.

IT Acquisition review teams work alongside each other, and requests are not considered complete until all required reviews are resolved. 

Review Teams

Information Technology Services (ITS)

ITS divisions evaluate compatibility, resource availability and alignment with IT & Data Governance. This review 

  • Determines the level of IT effort and coordination needed for implementation and possible elevation of a request to an IT Project.

  • Two to twelve-week resolution timeframe with the possibility of additional meetings with the client, vendor and/or individuals to gather additional information or seek clarification. 

Office of Information Security (OIS)

The OIS division of ITS evaluates risk to the university and compatibility with security standards. Data use and collection information will be needed for review to begin.

Risk review triage determines the level of review required:

  • No Review

    • Data is public, and there are no other risk factors

    • Completion within 14 days after triage assessment

  • Short

    • Data is internal or sensitive, and/or there are other risk factors

    • 40-day completion after triage assessment

    • 60 days completion after triage assessment

  • Full

    • Data is sensitive or confidential, and/or there are other risk factors

    • 90 days completion after triage assessment

To learn more about types of data and their classifications, visit data.appstate.edu. The Data Classification Decision Tree may also be helpful.

Accessibility Specialists

ITS Accessibility Specialists evaluate accessibility, ensuring inclusion for all individuals with disabilities within a two-week resolution timeframe. 

Academic Technologies

ITS division of Academic Technologies reviews requests related to teaching and learning. Two to twelve week resolution time, with some requests escalating to relevant university governance groups for input.

University Communications (UComm) SLA

Ensures acquisitions align with campus websites, communications, marketing and media relations processes. Review requests every Tuesday and work with requester(s) as applicable.

Payment Card Oversight Committee (PCOC) SLA

Ensures adherence to N.C. Office of State Controller and State Treasurer regulations and policies, PCI DSS compliance and university policy for any new acquisition with payment processing functionality. The PCOC aims to issue a decision within 30 calendar days of receiving a complete request, including all required supporting documentation for review

AI Acquisition Review SLA

Ensures that all AI acquisitions align with the institution's strategic goals, ethical standards, and operational requirements. The timeframe for AI acquisition reviews will vary based on the service’s impact and the results of the risk assessment. While our goal is to complete reviews within two weeks, more complex requests may require additional time.