The Electronic Research Administration (ERA) Team is pleased to announce the implementation of a Service Level Agreement (SLA), which is effective immediately.
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 the ERA Team (firstname.lastname@example.org) or Bruce Morgan, Associate Vice Chancellor for Research Administration (email@example.com) if you have any questions or concerns regarding the SLA.
Bruce Morgan, Associate Vice Chancellor for Research Administration on behalf of the ERA Team