Overview
CIT's success is founded upon the correct setting and meeting of customer expectations. We do this through a clear and concise description of what services we offer in the form of a Service Level Agreement (SLA) . An SLA defines what specific services CIT provides to the Calvin community and the timeframe in which customers can expect to have their requests handled.
Objectives
- Define the relationship between CIT and our customers.
- Achieve a specific, consistent and measurable level of support for CIT customers.
- Increase customer productivity by resolving problems in a timely manner.
- Provide efficient, high quality, and cost effective services to CIT customers.
- Provide a starting point for implementation of service improvement programs.
- Define what the Calvin community can expect from us.
