Agreements

The following agreements govern ITS Service Management.

Operating Level Agreements

The Operating Level Agreements (OLAs) define the requirements and expectations for handling Service Restoration, Service Requests and Infrastructure Events for ITS production services.

• ITS Service Level Management OLA
• ITS OLA Schedule of Maintainability
• Cosign OLA

Service Level Agreements

The Service Level Agreements (SLAs) establish a cooperative partnership between units and ITS by clarifying roles, setting rates and expectations, and providing mechanisms for resolving service problems within a specified and agreed to period.

• Networking & Telecommunications Network SLA
• Networking & Telecommunications Pinnacle SLA
• Virtualization as a Service (VaaS) SLA

Feedback or Questions

You're invited to send questions or comments to servicemanagement@umich.edu.