To successfully meet user expectations in computing resources and services, IRM will establish Service Level Agreements (SLA) with appropriate departments, colleges and/or service units throughout the University and within IRM itself. In order to offer end-to-end quality of service guarantees, it is necessary that each party guarantee the availability and performance of each service component. Service level agreements will be developed as needed to provide these guarantees of availability, reliability and responsiveness. In this way, IRM services will be provided in a timely, efficient manner.

SLAs are binding documents stating non-compliance of agreement, fees if applicable, arbitration procedures, modification terms, reporting responsibilities, stated objectives and areas accountable for completion of any tasks necessary for compliance. All parties entering into a SLA with another service unit, department or college will be required to supply signature of their dean, director or an appointee. These agreements will be kept on file within IRM and reviewed for continued relevance, as need dictates.