Service Levels

About this page

This is a repository of information regarding our Service Level Agreements.

Service Level Agreements

A Service Level Agreement (SLA) is that part of a service contract where the level of service is formally defined. In practice, the term SLA is sometimes used to refer to the contracted delivery time, or performance time, of the service. Our service level standards are:

  • Answer all calls to (408) 924.2377 when delivered such that "in-queue" time does not exceed 60 seconds during normal business hours 95% of the time.
  • Return all Voice Mail calls within an hour during business hours.
  • Maintain a "call abandoned" rate of 5% or lower.
  • Route calls, with appropriate information, to the other service provider groups at SJSU.
  • Maintain ownership of a problem or case until it is either resolved or routed to a party able to make resolution.
  • Escalate a case to the appropriate managers when the service level time-frame has been exceeded.
  • Publish monthly reports on our customer resources usage.

For more information about our SLAs contact us

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