Service Level Agreements (SLA)
Below are standard service level expectations for the many services we provide.
|
Services |
Expected Performance |
|---|---|
|
Access Requests |
|
| Banner | 2 business days |
| Lawson | 2 business days |
| SQL Server database | 2 business days |
| Banner ODS | 2 business days |
| Web Report Library | 2 business days |
| Imaging | 2 business days |
|
Production Move Requests |
|
| SQL Server objects | 2 business days |
| Oracle objects | 2 business days |
| Web Report Library reports | 1 business day |
| Database Services | |
| Access permission modifications | 3 business days |
| Application patches and upgrades | within agreed upon due date |
| Application Related Services | |
| Report requests and modifications | within agreed upon due date |
| Extracts, imports, and interfaces | within agreed upon due date |
| Ad-hoc query information | 2 business days |
| Production and performance issues | immediate response |
| Help desk requests | within 1 business day |
| Support Services | |
| Banner general training | 1 week |
| Enterprise application core office support | within 1 business day |
| Web Report Library assistance | 2 business days |
| Imaging assistance | within 1 business day |