Lifecycle Information

About SLA

The Service Level Agreement Appendix outlines IT's committed response times to the university based on the request for service or support that has been received. It also provides a sample chart which can be used to gain a general idea of commonly identified requests, how IT would assign a service level to the request, and who is entitled to request the service or support.

Service Level Agreements are based upon the standard business hours of the IT Department, which are 7 AM to 5 PM, Monday - Friday, Mountain Time; however, there are few exceptions to the standard business hours, whereas the Technical Support Center provides support 24 hours a day, 7 days a week, 365 days a year.

The response time of a service level is developed to allow for processing from the creation of the ticket until the client is contacted by an assigned technician, whether by e-mail, in person, or over the phone. This initial contact from a technician is referred to as a “First Response”, and sets the time of the service level qualification against which these metrics are measured.


Semester and Annual Compiled Summaries:

2009 2010 2011 2012 Annual
Annual 2012


Monthly Information:



Weekly Information:

Spring Summer Fall Winter
Session 1
Dec 17 - Dec 23
Dec 24 - Dec 30
Dec 31 - Jan 6
Jan 7 - Jan 13
Session 2
Dec 10 - Dec 16


Archived Lifecycle Information