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[insert business function name here]
Service Level Agreement (SLA)
Mt Xia Inc, Information Technology Services
Tier 5 Level Support

Effective Date:  

Document Owner:  


Version Date Revision / Description Author


Approver Title Approval Date

Agreement Termination

Approver Title Termination Date

Other Effective Reference:  

1.0 General Overview

This is a Service Level Agreement ("SLA") between the business function owner and user community, and the Mt Xia Information Technology Services (ITS) department to document:

2.0 Service Description


2.1 Service Scope

This agreement defines the technical support services and associated availability provided under a TIER 1 level of support, maintenance, monitoring, and response. These support services are associated with and specific only to the business function identified by this agreement.


2.2 Assumptions


2.3 Prerequisites


2.4 Tier 5 Architecure

3.0 Roles and Responsibilities


3.1 Parties

The following Service Owner(s) will be used as the basis of the Agreement and represent the primary stakeholders associated with this SLA:

Stakeholder: Title/Role: Contact Information:
insert service owner here [Title / Role] [Contact Information]
insert business function owner here [Title / Role] [List business function owners and contacts]

NOTE: Availability is defined in Section 4, Hours of Coverage, Response Time & Escalations. Cell phone numbers are not to be used during working hours unless specified in this section.

3.2 Mt Xia ITS Responsibilities

Responsibilities and/or requirements in support of this Agreement include:


3.3 Business Function Owner Responsibilities

Responsibilities and/or requirements in support of this Agreement include:

4.0 Requesting Service

There are six methods of contacting the Mt Xia ITS for all requests.

5.0 Hours of Coverage, Response Times & Escalation

The intent of this section is to assure delivery of prompt service as agreed, and the acceleration of support for high priority issues. If this service does not use ITServiceRequest or the Help Desk for incidents and problems, please put escalation procedures here.


5.1 Hours of Coverage

TIER 1 support is provided 24 hours / day, 7 days / week, 365 days / year. Business function owners may use any of the methods of contact as stated in Section 4.

Problem tickets via the web interface and email can be sent 24 hours a day, 7 days a week and will be processed by the on-call technical support personnel. Using IT Request via the web interface is the most efficient method to log and process incidents.


5.1.1 Incident Response

For responses to incidents, the Mt Xia ITS goal is to respond to requests within 8 business hours of receipt. Many services have faster incident response times; please refer the to service catalog web page for individual incident response times. An incident means any interruption in the normal functioning of a service or system.


5.1.2 Prioritization

The Mt Xia ITS will prioritize incoming incident requests as "urgent" priority if it meets any one of the following criteria:

Significant number of people affected.

  • Organizational structure is a multiplier for number of people affected.
  • Percentage of total tasks that can no longer be performed by individuals.
  • Academic and Administrative Calendar deadlines.
  • Significant impact on the delivery of instruction.
  • Significant or lasting impact on student academic performance.
  • Significant risk to safety, law, rule, or policy compliance.

    5.1.3 Service Request

    A service request means a request is made by a business function owner to Mt Xia ITS for a service as published in the Mt Xia ITS Catalog. Service requests will be processed during normal hours of operation via any of the methods outlined in Section 4.

    For service requests, the Mt Xia ITS goal is to respond to requests within 8 business hours of receipt. Many service requests have faster response times; please refer the to service catalog web page for individual service response times.

    If you have a better response time that you are able to commit to, monitor and report, update the above paragraph.


    5.1.4 Escalation

    If you are not satisfied with the level of service on a request, contact your Business Function Owner (BFO) or the Director of the Mt Xia ITS. They will categorize and process your input as appropriate and will respond to you with the action taken.


    5.1.5 Information

    If you have a question about a service, IT need or technology phone, email or use IT Request. The Support Center will route your ticket to the appropriate area.


    5.1.6 Other Requests

    Requests for service features and functions not yet implemented can also be submitted though IT request.

    Outline how to request the service and expected response and deliver times. Outline working durations and business function owner interactions. This is the service level and service metrics for the service

    Provide description of the types of information requests defined by the CRSP project and how client can use that information to make requests


    5.1.7 Service Exceptions to Coverage

    (Insert any special exceptions related to coverage times and dates) If this SLA represents a service that is provided 24x7, 365, the exceptions are “None”.

    Exception Parameters: Coverage:
    Company Holidays N/A
    No Coverage Fiscal Year Close
    Last business dan in Month Additional Coverage, 8:00 a.m. ot 5:00 p.m.

    6.0 Maintenance and Service Changes

    The Change Management process within the Mt Xia ITS, minimizes unintended service disruptions or other impacts to the business as a result of changes in the production environment. The Mt Xia ITS does this by monitoring, managing, and evaluating changes to maximize the service benefits for the business function, while minimizing the risks involved in making those changes.

    All IT related service maintenance and outages are published in the Schedule of Changes located on the Mt Xia ITS Web site here: This Schedule of Changes currently serves as the official schedule of change for Mt Xia ITS. Scheduled maintenance is not included in the calculation of availability metrics.

    Business function owners are responsible for monitoring the Schedule of Changes to notify the Mt Xia ITS of forthcoming local events with the Mt Xia ITS dependencies. In most cases, the Mt Xia ITS Communication Coordinator is responsible for communicating service changes to the Mt Xia ITS, service groups, and to the business function users as necessary.

    There are three categories of service changes:

    Major upgrades to a service will be treated as projects outside the scope of this service level agreement. Funding for major updates will be negotiated on a service-by-service basis.

    7.0 Reporting System Performance and Availability Reporting

    This is where system performance and availability metrics are included.SLA Reviews will be reviewed annually or as otherwise needed. Mt Xia Shared IT Services is responsible for facilitating annual reviews of this document. Contents of this document may be amended as required, provided mutual agreement is obtained from the primary stakeholders and communicated to all affected parties. IT Services will incorporate all subsequent revisions and obtain mutual agreements / approvals as required.

    8.0 Maintenance and Service Changes


    Date Name Title Signature

    Date Name Title Signature