Service Level Agreements

Overview

DITR contracts with Departments, Labs and Centers (DLC) for long-term and short-term Service Level Agreements to provide support for the local computing environment. DITR has the knowledge and experience to support both Windows and Macintosh desktops and servers. Our goal is to create a partnership with a DLC and facilitate the use of the computing environment as an aid to the DLC's work.

Short-term Service Level Agreements are contracts to support a specific project of limited duration. Prior to an agreement, DITR will consult with the client and assess the project in order to give an accurate estimate of the resources required. Please contact DITR at the link below to further discuss this service.

Long-term Service Level Agreements are contracts between DITR and a Department, Lab or Center to provide a consistent schedule of computing support for a Fiscal Year. These contracts can be 4, 8 or 16 hours per week divided into 4-hour blocks of time. For example, a Department may contract for 8-hours per week divided as four hours on Wednesdays from 9AM to 1PM and four hours on Fridays from 1PM to 5PM. All long-term Service Level Agreements are based upon the Fiscal Year and will be pro-rated if the starting date for the contract is a date other than July 1 of a Fiscal Year. Please contact DITR at the link below to further discuss this service.

Prices

For a short-term Service Level Agreement, DITR charges $60 per hour. DITR will perform limited projects with defined scope and duration.

For an on-call Service Agreement, DITR charges $60 per hour. The Department and DITR will enter into a relationship for recurring, non-regular service over the course of the Fiscal Year.

For a long-term Service Level Agreement, the Department and DITR will enter into an agreement for recurring weekly service over the course of the Fiscal Year for a defined computing environment. DITR long-term charges are based upon a defined rate to allow for cost recovery. For Fiscal Year 2006 (July 1, 2005 to June 30, 2006), that rate is set at $80,000 per year for 1 Equivalent Full-Time. This breaks down to a per-hour cost of approximately $48.08 per hour based upon a 32-hour week. Comparable outside vendors offering the same services range from $70/hour upwards.

Getting Help

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