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 cmjohns@wsu.edu or 509-335-5111.
You can also contact Crimson Service Desk at crimsonservicedesk@wsu.edu or 509-335-4357 for additional information.