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ITS Service Level Agreement (SLA)

Information Technology Solutions (ITS) provides a wide variety of services and support to UCR’s students, staff, and faculty. In general, these services can be categorized as follows:

  • Planning and strategy relating to information technology and related campus activities, from instruction to business operations.
  • Core infrastructure planning, installation, and support, from network fiber and electronics to classroom technology and related physical appointments.
  • Teaching, Learning, and Student Success support and programs including support for online, hybrid, and digitally enhanced learning as well as a variety of classroom and instructional technologies.
  • Research and Digital Scholarship support and cyberinfrastructures.
  • Business, Academic, Student software development, systems, and process improvement support, including services supporting Human Resources, Financial Services, Academic Personnel, Business Operations, Student Enrollment / Financial Aid, and a wide variety of other electronic systems touching almost all aspects of campus life.
  • Cybersecurity and Privacy / Confidentiality.
  • Systems, Middleware (e.g. single sign-on), Databases, Virtual Servers, Storage, and other core hardware and software that enable UCR, Cloud, and UC provided software, application, and system development and deployment.
  • Faculty, Staff, and Student Technical Help Desk and Computer Labs. Phone, email, remote desktop, and walk-in direct consulting to faculty, staff, and students as well as instructional computer labs and technology checkout.
  • Communications technologies, support, and services, including traditional telephones, wireless networks, and web servers and support.

View the complete Service Level Agreement (SLA) here.

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