REMINDER: Service Level Agreement for ERA

Dear Colleagues,

This email is a reminder to review and be mindful of the Service Level Agreement (SLA) that is in place for ERA functional support.

The goal of the SLA is to ensure that proper resources are in place to provide consistent and effective functional helpdesk service support.  The full text of the SLA, including priority classifications, can be referenced on the ERA web page .

ERA will respond to service related incidents and/or requests submitted by the customer within the following time frames:

·Major/Critical: within 4 hours

·Moderate: 1 business day

·Routine: 2 business days

To ensure that proper attention is given to each and every issue reported, the SLA provides definitions that will help users determine the level of severity of their reported issue, and response times that can be expected.

Please feel free to contact me if you have any questions or concerns regarding the SLA.

Thank you,


Barbara Inderwiesche, CRA

Director, Electronic Research Administration

Ph: 949.824.4789


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