Service Level Agreements (SLAs) are designed to manage and improve upon the established levels of service between ITD and its customers. Typically, SLAs generate:

• An understanding of the customer’s business processes and drivers
• An acceptance of the benefits from early discussions regarding future changes to services
• Constructive discussions on better ways of meeting customer needs

ITD’s SLAs are being published in layers. At the highest tier, an Enterprise SLA exists  for elements that most of ITD’s services have in common, such as incident management, request fulfillment, escalation, formal complaints, service level objectives, and much more. Next,the Hosting SLA describes the basic functions of application and data hosting. Ultimately, a subsequent agreement will exist for most of ITD's Services.

The state’s Architect Review Board provides a collaborative forum for ITD and its customers to review, modify, and agree upon the terms of each SLA.

References

• Enterprise SLA
• Hosting SLA
• Datacenter Space Rental SLA