All SLAs are per the University’s regular business hours; Monday - Friday, 8 a.m. - 5 p.m. unless otherwise noted.
- Initial Response - someone from Academic Technologies (AT) will begin work within 3 days of receipt of your request, which includes a response to let you know they received your request and transition your request from “in review” to “in progress.”
- Within 5 days following the initial response, you will receive a follow-up notice requesting additional information that may be needed for the review.
- If the additional information is not received within 30 calendar days of first being requested, the request will be resolved as canceled due to lack of information needed to complete a review.
- Requests will be resolved within 2-12 weeks of receiving all needed information required for review. If there is a delay, the client will be notified.
IT Acquisition review teams work alongside each other. Requests are not considered done until all required reviews are resolved. This SLA is for AT to review requests related to teaching and learning. Some requests may be escalated to the Academic Technology Governance group for input during the review process.