Policy and Procedures: Help Desk Service Level Agreement (SLA)

Technology support services are provided through the Information Technology Services (ITS) Help Desk unit. This support unit is committed to delivering quality customer service and technical solutions in support of campus wide technology. To ensure the best possible support, the Help Desk provides NJCU Faculty and Staff with this Service Level Agreement outlining specific services, priorities, and responsibilities related to the support of technology. This paper represents a service agreement between the Department of Information Technology Services Department (ITS) and all New Jersey City University (NJCU) employees who use technology and computing resources managed by ITS.