ITS - Enterprise Applications, Infrastructure, Support & Project Management SLA
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 the Project Management Office (PMO) will begin work within 3 days of receipt of your request which includes a response to let you know they received your request and transitions your request from “in review” to “in progress”.
- Within 5 days following the initial response, you will receive a follow-up notice with a request for 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. The request may be reopened once the information is made available.
- Regardless of status, client(s) will be provided an update in the request ticket on a weekly basis.
- Requests will be resolved within 2-12 weeks of receiving all needed information required for review. To help gather additional information or seek clarification on information provided, ITS may schedule multiple meetings with the client, vendor and/or individuals involved in the review process(es). These will be scheduled for the earliest time(s) possible based on participant availability. 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 the ITS Enterprise Applications and Infrastructure & Support review led by Project Management Office (PMO) to evaluate compatibility, resource availability and alignment with IT/Data Governance. This review also determines the Service Owner and Service Category for our University Service Catalog as well as the need for an IT Project.