The University of Toledo

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

 

 

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