Service Level Agreements

This is an example Service Level Agreement (SLA)

between Integration Services and clients of our API Management and Integration Infrastructure services (the customer).

1 General Overview

This document represents a Service Level Agreement (“SLA”) between Integration Services (“DS·IS”) and the customer to describe the service’s expected utility (“what it does”) and warranty (“how it is done”).

The SLA covers:

  • The technology services DS·IS provides to the customer
  • The targets for response times, availability, and maintenance associated with these services
  • The responsibilities of DS·IS as provider of the service Processes for requesting services Review and reporting of the SLA process

This SLA is valid from July 1, 2020 to June 30, 2021.

DS·IS is responsible for facilitating regular SLA reviews. It will be reviewed at a minimum once per fiscal year; however, failure to complete a review will leave the current SLA in effect.

This SLA may be amended as required, provided mutual agreement is obtained from the stakeholders and communicated to all affected parties. DS·IS will incorporate revisions and obtain mutual agreements and approvals as needed.

2 Service Description

2.1 Scope

DS·IS provides API Management and Integration Infrastructure services to support the ongoing integration needs of data stewards who provide APIs and message queues.

{Additional specific and technical description}

2.2 Service Availability

Guaranteed service availability defines the percentage of time the service is guaranteed to be in production within availability hours and with the exception of scheduled maintenance. DS·IS guarantees service availability at a minimum of 99.5% (percentage excludes 40 hours of scheduled yearly maintenance) for the following service availability hours:

  • Production: 24 hours a day, 7 days a week
  • Dev and QA: 8:00 a.m. to 5:00 p.m., Monday through Friday, except Federal holidays, University holidays, and announced University closures

2.3 Assumptions

The following are assumed for all DS·IS SLAs:

  • At the discretion of DS·IS, any services provided outside of scope of this SLA are subject to an additional cost.
  • Changes to services will be communicated and documented via the change notification process.
  • Services will be provided in adherence to any related policies, processes and procedures.
  • Scheduling of all service-related requests will be conducted in accordance with this SLA.
  • Service design changes are handled as projects, and are outside the scope of this SLA.
  • Funding for major upgrades/updates will be negotiated on a service-by-service basis.

2.4 Charges & Rates

As of July 1, 2020, there is no charge for the service.

3 Roles & Responsibilities

3.1 Participants

The following parties are associated with this OLA:

NameRoleContact Information*Normal Hours
Integration Services (DS·IS) Service Provider Mon-Fri, 8am-5pm
[customer] Customer [contact] [hours]

3.2 DS·IS Responsibilities

DS·IS responsibilities and/or requirements in support of this SLA include:

  • Provide administrative and system support during normal hours as described above, except Federal holidays, University holidays, and announced University closures.
  • Give appropriate notification to users for all scheduled maintenance or any service outages via service-specific mailing lists.
  • Meet response times associated with service requests and incidents.
  • Provide assistance to users via email, as described below.
  • Provide generally accessible service 24/7, except for scheduled maintenance windows.
  • Investigate and remedy unplanned outages during normal support hours.
  • Review this SLA annually and notify the customer of updates or changes.

3.3 Customer Responsibilities

Customer responsibilities and/or requirements in support of this SLA include:

4 Request, Incident & Change Management

4.1 Scope of Support

DS·IS support staff will provide assistance with issues related to the availability of the service described in this document. Issues related to the customer's local computing environment will be addressed on a best effort basis and may be referred to the customer's local support staff.

Users are requested to consult the DS·IS information site ( for guidance on how to use DS·IS services.

Hours of Coverage

DS·IS normal hours of operation are 8:00 a.m. to 5:00 p.m., Monday through Friday, except:

Federal holidays n/a No coverage
University holidays and closures n/a No coverage
Maintenance windows As scheduled by EIS No coverage

All services are monitored on a 24x7 basis with automatic notifications sent to DS·IS staff.

4.3 Service Requests

Requests for standard, established services will be processed during normal business hours according to the methods outlined above. Other requests will be considered on a case-by-case basis. Requests for service features and functions not yet implemented can also be submitted.

DS·IS's initial response to all requests will be within one business day of receipt.

Requests can be submitted 24 hours a day, 7 days a week. Requests submitted after hours will be processed during the next business day.

There is one method of contacting DS·IS for all requests: email to


If a request is not completed or scheduled within the response times outlined above, or if satisfaction is otherwise not met, customers may escalate by contacting IT Client Services.

4.4 Incident Management

DS·IS will prioritize incoming incidents based on the following criteria:

  • Number of departments or persons affected.
  • Impact on academic or administrative function.
  • Risk to safety, law, rule, or policy compliance.
  • First-come, first-served basis (above criteria being equal)

When a new incident is opened by a caller:

  • DS·IS will triage new incidents and respond to the caller within two business hours.
  • For "High" priority incidents, DS·IS will update status at least every two business hours.
  • For all other incidents, DS·IS will update status as it changes.

4.6 Change Management

The change management process within DS·IS minimizes unintended service disruptions or other impacts to the campus as a result of changes in the production environment. DS·IS does this by monitoring, managing, and evaluating changes to maximize the service benefits to the customer, while minimizing the risks involved in making those changes.

Technology and software releases affecting DS·IS Services are listed on the DS·IS Releases page (

Campus-wide outages are published on the bIT System Status dashboard (

There are three categories of service changes:

  1. Planned Maintenance
    Planned service maintenance is approved work that is planned and scheduled prior to the change. DS·IS will communicate (as needed) to the appropriate audience prior to the scheduled change.
  2. Unplanned Maintenance
    Unplanned service maintenance is priority work that is unplanned due to an urgent repair to prevent failure. Unplanned service outages will be given priority (and communicated immediately) on a case-by-case basis depending on the type and urgency of the service failure.
  3. Emergency Change
    An emergency change is triggered by a service failure that affects the entire campus or significant number of users that requires immediate repair. All emergency changes are communicated to all affected parties. Emergency change announcements are communicated usually on the day of the service failure. Off-hours service failures are communicated the following business day.

5 Metrics & Goals

The following metrics monitored internally for actions listed in Section 4 will be reported monthlyand made accessible here:

[metric] [units] [goal]
[metric] [units] [goal]