This Service Level Agreement (SLA) defines the new services and service levels that IR&C provides UCOP departments as a result of the UCOP desktop/server support consolidation. It outlines the roles and responsibilities of both IR&C and the customer departments.
The SLA applies to departments located at existing and any new downtown Oakland locations. New locations must be within reasonable walking distance of the UCOP Franklin Building to be incorporated into this service agreement.
The SLA will be reviewed and modified, where appropriate, on an annual basis.
