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Service Level Agreements

Service Levels have been calculated after considering the severity of the issue, the disruption caused to users and where appropriate it's location. All the Service Level Agreements for the department will be discussed with Schools shortly with a view to ratification by the University.

The cross-section SLA document contains details of the service offered, contact information and the responsibility of both the User and Estates and Facilities, our commitments and whether the task falls inside or outside of our agreed overheads.

Sample tasks for this section are included below and the full draft Service Level Agreements (xlsx, 87KB) is available for download.

A monthly report of our reactive maintenance results against SLAs can be found here.