Service Level Agreements

A Service Level Agreement (SLA) is a service-based commitment between Information Technology Services (ITS; the service provider) and the customer procuring the technology service.

Each SLA includes:

  • A description of the service
  • Service term and costs
  • Service performance, support and service level targets (agreed upon maintenance and response processes)
  • Service provider and customer responsibilities
  • Technical contacts
  • Approval signatures
  • A single SLA may cover multiple IT services

ITS offers a variety of services that are available to the WSU community. Below you will find a list of the ITS services available to include in SLAs:

  • Data Connection (auxiliary or self-supporting units)
  • Desktop Support
  • Firewall Services
  • Phone Connection (auxiliary or self-supporting units)
  • Server Backup
  • Server Management
  • SharePoint Departmental Business Forms
  • Physical Server Hosting
  • Virtual Server Hosting
  • 1G Layer 2 Connection
  • 10G Layer 2 Connection

Please see our ITS Service Rates page for pricing information.

If you are interested in utilizing a SLA with ITS, please contact Cindy Johnson, Administrative Manager, at or 509-335-5111.

You can also contact Crimson Service Desk at or 509-335-4357 for additional information.