Core Service Level Agreement

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.

The specific list of services included in the SLA was approved by the University ICT Committee (UICTC) in May 2005. The document was last updated in May 2017.

 

Purpose of the SLA

The SLA’s primary purpose is to establish a co-operative partnership between ICTS and its customers. Within this framework, the SLA seeks to:

  • identify clear and consistent expectations,
  • outline agreed roles and responsibilities,
  • deliver services that are measured, monitored, reported and reviewed for continuous improvement,
  • provide mechanisms for resolving problems, and
  • provide a platform to enable changes in response to new technologies, customer requirements and other opportunities.

 

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:

  • service level target definitions and principles,
  • fundamental customer responsibilities,
  • fundamental external constraints,
  • support hours,
  • escalation procedures,
  • reporting and review schedules, and
  • communication norms.
Section 2: Service Catalogue

This section provides detailed information about each individual service by providing:

  • a service description,
  • service level targets (availability, response or resolution KPIs),
  • who may access the service and information about how to do so,
  • supplier constraints,
  • customer obligations,
  • related policies,
  • chargeable components,
  • references to documentation and training, and
  • information about how to log a fault or problem with the service.

 

Escalate your call

If you wish to escalate calls logged with the Helpdesk, please contact the people below in the following order:

  1. Helpdesk Manager (icts-HelpdeskManager@uct.ac.za or extension 5796) for general IT calls, and the Educational Technology Services Manager (icts-edtechservmanager@uct.ac.za or extension 3658) for classroom support calls.
  2. Director, Customer Services Division (kira.chernotsky@uct.ac.za or extension 3035)
  3. Executive Director of ICT (sakkie.jansevanrensburg@uct.ac.za or extension 3012)
  4. The Chair of UICTC