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Washington State University
Information Technology Services

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.


Service Rate
Cougar Manager
Setup Fee $65.00
Annual Fee ( < 49 users) Updating
Annual Fee ( >= 50 users)Updating
Labor Rate (per hour) $65.00
Data Center Services
Physical Server Hosting
Annual Fee $780.00
Per Device $45.00
Additional Network Connection $25.00
VM Hosting
VM Base Package (includes 2GB RAM, 2 CPU, 50GB storage & setup fee) $407.00
Setup Fee $195.00
Annual Fee $277.00
Maintenance Fee $65.00
Additional 2GB of RAM $112.00
Additional 50GB of Storage $100.00
Server Backup
Annual Fee $780.00
Backup per MB $0.001042
Managed Server Support $1,560.00
Labor Rate (per hour) $65.00
Desktop Support
Labor Rate (per hour) $65.00
Firewall Services
Labor Rate (per hour) $65.00
SharePoint Service
Setup Fee $65.00
Annual Maintenance $65.00
5GB of Storage $325.00
Provisioning Charge (Move/Add/Change) $65.00
Custom URL Name $130.00
SharePoint Departmental Business Forms
Setup Fee$3,683.00
Annual Fee$3,965.00
Telecom Services
10G Layer 2 Connection $4,450.00
1G Layer 2 Connection $495.00
Data Connection (auxiliary or self-supporting units) (per month) $13.25
Phone Connection (auxiliary or self-supporting units) (per month) $30.30



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.