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Service Level Agreement (SLA)

Guiding Principles

Washington State Board for Community and Technical Colleges (SBCTC) Production Support partners with its clients (SBCTC internal clients and the colleges in the Washington State Community and Technical College System) to determine causes, to resolve incidents and to communicate solutions pertaining to and within the ctcLink production environment. Core values in this endeavor are partnership, professional respect, accuracy, timeliness, quality and efficiency.

Introduction

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The purpose of this Service Level Agreement (SLA) is to detail the services and service levels provided by ctcLink Production Support (consisting of Enterprise Resource Planning (ERP) Campus Solutions support, ERP Human Capital Management support, ERP Finance support, Application Services, PeopleSoft Security and Data Services) at the SBCTC in partnership with the member colleges of the Washington Community and Technical College System and SBCTC staff, and to specify the criteria which are met when doing so.

This agreement outlines how SBCTC Production Support (service provider) will work in collaboration and partnership with the colleges and the SBCTC agency (clients). This is a dynamic, living document to be revisited based on evaluation results and upon the deployment of additional colleges. This agreement will remain in force until specifically superseded, replaced, or terminated.

The ctcLink Service Level Agreement (SLA) is an agreement between SBCTC production support group, the organizations that have been implemented on ctcLink, and the organizations that are in the most current ctcLink implementation phase.

Scope

The scope of this SLA is to provide a common understanding and establish ctcLink service levels to be measured and documented in order to continuously improve support for the client experience.

The SLA is for organizations that have been implemented on ctcLink. It will also be used to inform the SLA process for the successive ctcLink project deployment groups.

ctcLink Service Level Agreement

Page Manager: aduckworth@sbctc.edu
Last Modified: 5/20/20 12:54 PM

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