FAQs: Core Service Level Agreement
What is the Core SLA?
The Core ICT service level agreement (SLA) is a service catalogue containing detailed information about Core ICT services at UCT. It includes information about who is entitled to use each service, customer responsibilities, prices (if applicable) and realistic service levels given the available resources.
What kind of services are covered in the document?
The Core SLA describes almost 40 critical services that ICTS has been mandated to provide.
When did the Core SLA take effect?
The Core SLA has been in effect since July 2008, having been developed during ICTS’s supaTsela ICT Renewal project in the mid-2000s. The incorporation of Classroom Support Services took effect from January 2014, and the document was last updated in May 2017.
The nature of the document is such that it needs to be long – because it covers so much detail. However, the quickest way to navigate the document is to first scan through section 1 for a quick overview, then delve into section 2 to find details about the specific service you’re interested in.
Availability refers to the uptime of services.
Availability is measured 7 days a week, 24 hours a day and is reported on monthly.
The measurement includes:
- downtime for emergency maintenance
- unpredicted downtime due to failures
The measurement excludes downtime that occurs during:
- the scheduled monthly maintenance slots (agreed to by UICTC and published in the UCT Academic Calendar)
- the agreed maintenance windows required for major projects such as system upgrades and SAP year-end processes
All availability is defined in terms of the service provided. For a service to be deemed available, the following must be operating correctly:
- servers and software that provide the critical functionality
- other key services upon which these depend
Availability KPIs have been set at 98% for most essential services. This means that ICTS commits to no more than 0.6 days of downtime per month (or 7.2 days of downtime per year).