SLA

Scope

Document imaging and management is provided through Imaging Services. Our unit is committed to delivering quality customer service and technical solutions in support of campus-wide technology. To ensure the best possible support, imaging Services provides this Service Level Agreement outlining specific services, priorities and responsibilities related to the support of technologies in use.

This document represents a service agreement between the Imaging Services group and all UNT faculty and staff who use technology and computing resources managed by Imaging Services.

Note: This service level agreement is subject to modifications in response to changes in technology services and support needs.

Customer Service Statement

Imaging Services is committed to delivering quality customer service by:

• Striving to ensure customer satisfaction
• Responding to requests for support within published timeframes
• Interacting with faculty and staff in a respectful and courteous manner
• Continuously working to improve the quality of service
• Regularly reviewing and monitoring established performance indicators

Setting Priority Levels for Requests

Imaging Services will make every effort to resolve issues as tickets are received. Imaging Services staff will assign priorities for all tickets based on the following specifications. Actual response and resolution times may be longer or shorter than published depending on the volume of requests at any one time, complexity of the issue and the number of staff on duty.