Core Service Level Agreement
ICTS, together with representatives from the university, developed a Core ICT services catalogue and SLA (service level agreement) – which is a single source of information for "everything you wanted to know about core ICT services at UCT". The SLA has been in effect since July 2008. It describes almost 40 critical services that ICTS has been mandated to provide, at levels that can realistically be achieved with current resources.
Purpose of the SLA
How to read the SLA
Because the SLA comprehensively details almost 40 services, it is – by necessity – a long document. The SLA is broken into two main sections. To avoid misinterpreting the information, please read the first section before dipping into portions of the lengthier second section.
|Section 1: Service Level Agreement||
This section outlines the broad specifications for the SLA. These were developed by ICTS and some of the UICTC members, before being approved by the full UICTC committee.
This section lists:
|Section 2: Service Catalogue||
This section provides detailed information about each individual service by providing: