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CIT Policies: Service Level Agreements (SLA)

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.

Contents