Ohio University

Service Level Agreement: IT Custom Solutions

Service description

Creates, delivers and supports custom IT solutions that are not covered by an existing IT service.

Project analysis and estimating

Works in partnership with customers to understand their needs. Develops a menu of technology solutions to address customer's needs including timelines and costs. Customer will be provided an estimate and high level plan upon completion of the analysis.

Costs

  • Common good: The project request intake and an initial analysis effort, not exceeding 20 hours, will be provided at no charge to the customer.
  • Cost recovery: Any initial analysis work greater than 20 hours will be the responsibility of the customer at a rate of $75/hr.

Resource management

If the Project Management Team determines that the initial analysis effort required for the project will likely exceed 20 hours, the customer will be notified and provided an estimated cost for the additional analysis and a schedule for completion based on resource availability.

Customer responsibility

If at any time there is no response from the customer for 20 business days, the project request will be closed and marked as abandoned. The customer is responsible for payment of all work up until the time the project was abandoned. In the event a customer wants to open an abandoned project request, the project will be placed at the end of the project queue.

Eligibility

This service offering is available to faculty and staff who have budget authority and/or their delegate.

Project implementation

Oversees the creation and delivery of custom IT solutions initiated through the project analysis and estimating service offering.

Costs

The estimate from the project analysis and estimating service offering will specify the costs for the project implementation. Costs will be the responsibility of the customer.

Customer responsibility

If at any time there is no response from the customer's primary point(s) of contact for 20 business days, the project request will be closed and marked as abandoned. The customer is responsible for payment of all work up until the time the project was abandoned. In the event a customer wants to open an abandoned project, a member of the Project Management Team will update the project charter with a new timeline based upon the availability of the resources needed to complete the project.

Eligibility

This service offering is available to faculty and staff who have budget authority and/or their delegate.

Custom Solution Support

Maintains previously delivered custom projects. A Custom Service Agreement (CSA) will be created for each custom project. The CSA is an agreement between the customer and OIT to provide clarity regarding what is expected from OIT and what is required of the customer. The CSA will define any applicable costs and response and resolution commitments. The CSA will be reviewed annually to ensure it continues to meet the needs of both parties. Any revisions to the CSA will be coordinated by the Custom Solutions Service Owner with mutual agreement by the customer and OIT.

Service hours and availability

Service is available Monday through Friday 8am to 5pm excluding official university closures.

Response and resolution commitments

Project analysis and estimating

Initial response to project requests will occur within two business days. The Project Management Team will schedule the initial discovery meeting within two weeks of project request submission or later if requested by the customer. The initial analysis effort provided at no charge will be completed within three months of the project submission. Customers will be updated on the initial analysis progress with effort used at a minimum of twice a month.

Project implementation

The customer will be provided with an updated project status and budget twice a month and an invoice showing current costs once a month provided the project is underway and activity has occurred on the project.

Custom Solution Support

Defined in the Custom Service Agreement.

Metrics

Quarterly analysis will be conducted showing time to initial response, time to first meeting scheduled, timeliness of status updates for initial analysis, time to initial analysis effort completion, and frequency and timeliness of update status provided for projects underway and with activity.