Service Level Agreements

Have questions about what services are available from Stern IT? Would you like to know how to request those services and what to expect after you make the request? The following Service Level Agreements detail specific IT services and how to access them.

What is a Service Level Agreement?
A Service Level Agreement (SLA) is formal negotiated document that defines in quantitative (and perhaps qualitative) terms the service being offered. Specifically, the SLA's referenced here define the responsibilities of Stern IT to provide services to the Stern community as well as the responsibilities of customers who request those services. For a full list of services provided by Stern IT, check the Service Catalog.

Stern IT will continue to develop additional SLA's over time. Existing SLA's are revised annually in August. Please continue to check this page for new or updated SLA's.

In addition to the SLA's, please refer to the following documents:

SLA Master Agreement
Glossary of Terms
Supported Hardware and Software

SLA's

CETG (Classroom and Event Technology Group)

Desktop Support

Email

Helpdesk

Student Laptop Support