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 |
