Flexible Support

Managing and supporting ICT infrastructure and support services can be a complex and costly process and a Service Level Agreement (SLA) for computing support with IT Resources provides a tailored and flexible vehicle for faculties and schools to obtain the ICT support they require.

An SLA is an arrangement between a service provider and a service recipient that details the expectations and obligations of each party. As such they are commonly used to underpin contracts where a service provider and a client formally agree to be bound by the conditions contained in the SLA.

Current SLA clients enjoy a selection of services including:

• Managed equipment lifecycles
• Free scheduled hardware upgrades*
• Desktop support services
• Server administration
• Central file storage and data backup
• Hot-swap machines
• Centralised virus mitigation and remediation
• Application compatibility testing services
• Core software upgrades
• Tailored SPAM filtering

BENEFITS OF ENTERING AN SLA

• Lower hardware and software costs
  SLA clients can leverage ITR's economies of scale and benefit from bulk hardware and software pricing.

• Lower administrative overheads
  The costs and administrative burden of managing an ICT support service are replaced by those of managing a single contract.

• Reduced ICT support point sensitivity
  ITR support staff are available state wide and provide consistent full time support throughout the year. With an SLA in place there is no need for managing support staff or covering leave periods.

• Timely on-site and remote service support
  IT support is available via on-site visits or by remote control of the desktop PC/Mac by ITR support staff. This ensures a quick and effective response to issues no matter where they arise.

• Consistency in ICT support activities
  All ITR activities are aligned with the University's strategic goals and initiatives. SLA clients can be confident that the work being undertaken in support of their computing activities is well planned, properly resourced and does not conflict with the University's ICT development plans.

• Early access to new technologies
  SLA clients may be invited to participate in pilot trials of new technologies such as wireless networking and groupware, and be at the forefront of computing in the University community.

• Performance measured against agreed parameters
  ITR provides SLA clients with metrics to ensure agreed support provisions have been met. Clients have the right to terminate the agreement as defined in the SLA document if performance does not meet the required standards.

• Lower support costs over time
  There is potential for support cost reductions as the number of SLA clients increases.

*Costs of hardware upgrades (such as memory) deemed necessary by IT Resources to support required software upgrades may be covered by support charges paid to ITR during the period of a equipment lease under an SLA.