Service Level Agreement ITS renewed
With the start of the new academic year, ITS has an updated Service Level Agreement (SLA). In it you will find the agreements ITS has made with faculties and domains about its services. Think, for example, about opening hours of the ICT Service Desk, availability of IT services, and resolution times in case of breakdowns, questions or requests.
An update of the SLA was needed due to new needs and (organisational) changes. For example, IT plays an increasingly important role within education, research and business operations at UU, and the growth of working from home is also changing (support) needs. The new SLA was drafted in close cooperation with, among others, the Information Managers of the faculties and domains, and applies to the entire IT services of ITS.